Position is charged with securing, maintaining, and managing the business relationship with a large

network of roadside assistance providers (ERS) that provide

members with the highest level of automotive services in the industry. Responsibilities include

recruitment, oversight of network performance to Club standards, expert business consultation

services, taking appropriate contract action for breach, and assuring timely and effective resolution of

member complaints. Position ensures achievement of organization objectives and strategies and that

AAA Quality Standards are met and exceeded. Manager oversees administration of ERS service

provider compensation and incentive plans. Position implements and manages

new or evolving programs and strategic business plans. Position assists in development of and

communication of value-add business propositions and programs for network providers to strengthen

the business relationship, improve member services and reduce organizational expense.

 

RESPONSIBILITIES/JOB DUTIES

1. Communicate with network providers (ERS) regarding service

performance to established thresholds, general contract and business issues,

evolving member programs and initiatives requiring their participation, and

adoption of best practices. Consult and mentor network owners on efficient

business methods to improve their margins and enhance the member

experience. Troubleshoot gaps in service quality and member service

satisfaction levels and develop action/improvement plans to address

deficiencies.

2. Continually review and monitor that quality roadside assistance and repair

services are being delivered to members. Direct activities and staff to

ensure counseling and corrective measures are undertaken in response to

member service quality issues.

3. Direct, review, and approve all contract matters submitted by field

supervisory/specialist staff. Assure that all contractual matters are

transacted in an appropriate, low risk manner consistent with internal

policies and procedures. Directly participate in interactions with network

providers that involve counseling or investigations leading up to contract

termination.

4. Administer network compensation/fee structure and bi-monthly payments

ensuring that Automotive Services budget targets and cost-per-call goals

are achieved. Effectively negotiate ERS service provider rates. Direct staff

to closely review and audit ERS provider payments to detect leakage or

fraud. Continually examine and implement through various means

strategies and plans to control or reduce escalating contractor payments.

5. Administer network recognition, benefit and incentive programs. Participate

in making awards, scheduling recognition events, and communicating

achievements throughout the regional network community.

 

7. Direct, plan and oversee the development of the Club's automotive service

offerings through network providers throughout the service territory

ensuring ubiquitous penetration to meet member demands. Direct activities

to locate and attract top towing/repair companies.

 

8. Review and audit effective member complaint resolution/service recovery

handled by direct reports. Ensure case handling meets the Club's service

philosophy and AAA Quality Standards. Personally intervene in or handle

elevated or complex cases that require management attention. Take

corrective action with network contractors and Club employees resulting

from member service quality issues.

9. Manage operations and direct staff in the development, implementation, and

communication of programs and services. Ensure staff and network

providers are compliant with policies and procedures and members are

receiving the highest level of specialized services offered.

10. Develop and maintain liaison relationship with external contacts including

law enforcement, towing associations, state agencies (BAR, ARB etc), civic

leaders, strategic partners (ASE, ASC), AAA National, and other AAA affiliate Clubs.

AAA is an Equal Opportunity Employer

Qualifications

Knowledge, Skills and Abilities:

MRM STRATEGY

 

Automotive Services Department provides the core service of the Club membership. ERS is the

primary reason why members join and retain Club membership while AAR usage enhances the

likelihood of membership renewal. Through close operational management members are provided the

highest level of consistent automotive services. The department's vision is to further evolve and

position vehicle repair, maintenance, and car care as core membership services improving member

value and awareness.  

PROBLEM SOLVING/

DECISION MAKING

Manager encounters a multitude of daily issues that requires immediate intervention and resolve given

the high volume of business transactions in ERS. Manager has to be quick on his/her feet and

handle concurrent problems, many of which are complex and unique in nature. As services are

generally real time events, solutions to member needs must be resolved at the time. Manager must

think strategically, maximizing all available resources of staff and network to resolve both short and

long term matters.   EDUCATION, WORK EXPERIENCE, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATION/LICENSES   Education

4-yr. College Degree or an equivalent combination of education and work experience required.

Experience

5+ years demonstrated Emergency Road Services, repair, or related automotive management experience

required.

Experience managing large external vendor relationships, including management of work teams desired.

 

Knowledge / Skills / Abilities

Demonstrated knowledge of the towing, repair industry and mechanical aptitude preferred.

Prior experience developing recommendations and proposals, as well as successful negotiations and

complaint resolution required.

Professional verbal and written communication skills required, including excellent presentation skills.

Prior experience in the preparation and analyses of financial reports, development of cost-benefit models

and understanding of financial spreadsheets and profit and loss statements required.

General management, organizational and time management skills required.

Proficiency in Microsoft Office software products, including Outlook, Word, Excel, Access, PowerPoint,

Project and Visio required.   Special

Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile

liability insurance required.    

WORKING ENVIRONMENT/

MINIMUM PHYSICAL

REQUIREMENTS

This is a field-based position accompanied by a supporting office setting component. The position requires the ability to travel (driving) throughout assigned territory to meet with contractors. Occasional meetings with members are conducted at their place of work, residence, Club district offices or other locations convenient to the member.

When in the office, approximately 60-70% of the time is at a desk in front of a computer terminal handling

correspondence, e-mails, and communicating on the telephone.

Physical requirements include being able to stand for extended periods (up to 30 minutes), sitting, walking, bending, kneeling, as well as lifting and carrying material (up to 50 pounds).

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