Project Manager - Call Center Program

Costa Mesa, California


Teamwork. Integrity. Dedication.


Together, we make a difference.


If you are a career-minded, service-driven professional looking to join a fast paced organization then you have come to the right place. AAA is a member service organization affiliated with the national AAA network. With offices across the United States, we are united by common mission and common values of excellent member service. With more than 13,000 employees in 21 states, we provide legendary service to 15 million loyal members. With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization. You will find that being part of a very successful team is extremely rewarding.




AAA is seeking a career-minded individual for our Project Manager - Call Center Program opportunity in Costa Mesa. This position is an on site position working in the Administrative Offices in Costa Mesa. This position is responsible for development and expansion of the contact centers' Remote/Work from Home program. Responsibilities include evaluation, recommendation and implementation of the most effective recruiting, compensation and engagement strategies, as well as recommending and supporting the implementation of 'work from home' technologies.


Qualified candidates will:

  • Have 3-5 years experience developing and deploying remote/work from home agent programs for call centers.
  • Drive the overall direction of the remote/work from home agent program for three call center organizations totaling over 3000 employees: Emergency Road Service, the Member Service Center and the Policy Management Group.
  • Work with Information Systems to manage the technical components of the program and serve as the business lead on associated technologies.
  • Development of Business requirements and cost benefits analysis to support implementation of remote agent technologies.

    • Evaluate and recommend remote access technologies (VDI vs. VPN)
    • Evaluate and recommend employee engagement software used to educate and reward remote/work from home agents.
  • Strong understanding of successful recruitment practices for remote/work from home agents
    • Previous knowledge of sourcing for remote agents and practical application of recruiting strategies to employ the best candidates.
  • Experience with and ability to recommend compensation strategies that are most effective for remote agents
    • Including recommendations/experience on how to handle compensation and continued employment if an agent's technology no longer supports the remote model
  • Familiarity with legal implications of the remote agent model including:
    • Worker's compensation
    • Equipment purchase requirements
    • Equipment recovery
  • Position will not have direct reports, but the qualified candidate will interact with cross-functional teams in a multi-location/multi state environment.



  • Strong written and verbal skills are required as well as the ability to interface with senior management.
  • High school diploma or equivalent required. 4 year college degree or equivalent preferred
  • Proficiency in Microsoft Office software products, including Outlook, Word, Excel, PowerPoint and Access required
  • General organizational and time management skills required as well as the ability to multitask
  • Meet project deadlines as set by management 


  • Health coverage for medical, dental and vision
  • Paid time off including vacation, illness and holidays
  • Life insurance
  • Disability coverage
  • Pension
  • 401k savings plan
  • Employee discounts
  • Career opportunities across multiple business lines and states

'Creating members for life by exceeding our members' expectations through valuable products and legendary service.'


AAA is an Equal Opportunity Employer.



To apply for this position please CLICK HERE