The company is one of the largest and most innovative membership organizations in North America. Functions as the market owner/leader for Automotive Services process and delivery, in assigned market, directing and coordinating the operational activities of Automotive Services functions to drive member satisfaction, streamline service delivery and ensure appropriate levels of engagement among staff. Oversees Reporting & analytics, Project Management and execution of strategic initiatives of Automotive Services Operations. Leverages data analyses to improve service levels, drive key initiatives, and increase efficiencies. Partners with and works through colleagues and peers in Call Center, Fleet Operations, Approved Auto Repair, Contractors, and other areas to achieve objectives. Leads and promotes a team oriented environment within Call Center, Fleet Operations, Field Operations, Dispatch and Automotive support departments to coordinate the internal and external phases of service delivery. Identifies opportunities to improve communication, timeliness and quality of service delivery. Determines information needs and analyzes data to determine trends, potential bottlenecks, opportunities for efficiency, and recommends most efficient deployment of resources. Reviews member feedback and procedural changes prior to implementation to assess feasibility to ensure the highest level of member service and to identify areas for service improvement. Participates in the Business Line strategic planning, annual operational planning, budgeting, and resource planning processes to enable achievement of objectives. Ability to ramp up quickly, learn the operation and understand details that link key partners in service delivery (AAR, Contractor Network, Fleet, Dispatch and Call Center) to each other, determining key points of contact and how best to leverage relationships in the future.
Bachelor's degree and 10 to 15 years' experience required and an MBA preferred
PMP, Lean or Six-Sigma certification preferred
10 plus years of experience managing a complex operations oriented function
10plus years of experience working in a service oriented matrix environment: 24/7 operation.
5 to 7 years of experience responsible for the oversight of complex projects.
Managing Multiple Priorities
Customer Service Orientation
Managing through systems
Influence and negotiation
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.