AAA Fleet Manager - Roadside Assistance

AAA Mid-Atlantic • Woodlawn, MD

371d • $71,410 - $94,573

About The Position

The AAA Woodlawn, Maryland Fleet is seeking an experienced Fleet Manager!! This position is responsible for the leadership, effective planning, and managing the overall performance of the assigned Roadside Assistance Club Fleet Operations with primary focus on consistent exceptional Member satisfaction results. This position is also accountable and responsible for ensuring the maximum safe and efficient utilization of all assigned club associates and resources on a 7 day a week basis including all recognized holidays and during weather events and emergencies.

Requirements

• Bachelor's Degree; equivalent experience considered in lieu of degree
• 6-7+ years of experience in a high-volume, customer service environment
• 3+ years supervisory or leadership experience
• Satisfactory completion of nationally recognized towing certification program such as the International Institute of Towing and Recovery (IITR) and Battery, Battery Warranty, Battery Sales and On-the-Go training classes in accordance with timelines established by AAA Club Alliance and AAA National Quality Standard 2.
• Satisfactory completion of nationally recognized towing certification program such as the International Institute of Towing and Recovery (IITR) or Towing and Recovery Association of America (TRAA) or equivalent light and/or medium duty courses (to be completed within one (1) year of appointment to position). Additionally the position must be able to meet individual state requirements.
• Required satisfactory completion of nationally recognized/ certified Roadside Problem Solving Technician training. (to be completed within one (1) year of appointment to position)
• Required satisfactory completion of nationally recognized / certified Battery Technicians Course. (to be completed within one (1) year of appointment to position)
• Must possess and maintain a valid State Driver's License, supplemented by a satisfactory driving record and ability to operate passenger vehicles and trucks with automatic and manual transmissions.
• Must attain and maintain all state and local licensing requirements.

Responsibilities

• Provide on-site daily management and oversight for the safe continuous maintenance and operation of assigned physical facility to include any tenants in addition to the assigned fleet.
• Make decisions and implement strategies to positively influence the performance of assigned fleet.
• Manage the complexity of the competing goals of exceptional service delivery and cost of operations to provide that exceptional service level consistently.
• Accountable for recruitment and retention, associate development and coaching, training and motivation, evaluation, effective communication and performance management.
• Foster a culture of the organization's 'Shared Values'; respect, integrity, teamwork and quality while driving exceptional team performance in the delivery of service to members.
• Ensure consistent effective communication of relevant topics with all assigned staff.
• Utilize the Roadside Assistance Call Receiving and Dispatching System; monitor, make and recommend changes to ensure facility performance to service quality and cost efficiency are met or exceeded.
• Recommend and make changes to roadside assistance management systems, schedules and geographic areas of responsibility, often in coordination with the Contractor Station Network and or Dispatch team to facilitate improved efficiencies, resource utilization and Member service levels.
• Ensure the Dispatch System and contract files are properly synchronized and contain accurate, up-to-date information concerning fleet operations.
• Coordinate with Dispatch and Training to ensure business decisions are in line with division and corporate objectives.
• Ensure efficient, prompt and equitable resolution of Member complaints pertaining to the delivery of Roadside Assistance.
• Communicate and ensure consistent application of corporate policies, procedures and standards. Ensure that all Federal, State, and Local laws and AAA and corporate guidelines are adhered to.
• Develop and manage mutually beneficial business relationships with new and existing vendors to AAA Mid-Atlantic.
• Assist with the negotiation of fleet-wide service or support contracts.
• Participate as a member of the business line leadership team and interacts with others to ensure awareness of company direction. Offer informed solutions to complex business problems, where indicated, and maintain current level of knowledge about the company's potential future business requirements.
• Manage, coordinate and lead teams from other Clubs, AAA National Office, vendors and other AAA Club Alliance departments in the development and testing of new products, practices, procedures and services.
• Act as a spokesperson and/or subject matter expert representing the Club in different forms of public media including but not limited to television and newspaper interviews.
• Develop or revise operational strategies to positively influence group and individual performance.
• Design, develop and execute complex strategic and operational plans to positively influence Fleet and Contractor Network performance.
• Develop annual budgets for departments and on a continuous basis, analyze budget and technical reports; interpret and evaluate staff reports.
• Oversee the accounts payable and receivable functions in accordance with company and business line guidelines. Control expenses by gathering and submitting information; scheduling expenditures; monitoring variances; implementing corrective actions. Perform analyses to maintain and improve the cost effective utilization of resources.
• Investigate accidents and injuries; initiate preventative measures.
• Ensure that vehicles assigned to their assigned fleet meet or exceed Federal, State, local and AAA Mid-Atlantic requirements and are maintained in safe operating condition and that operating systems function as designed by the manufacturer and that routine maintenance schedules are adhered to.
• Manage all related safety and shop compliance issues to ensure conformity with OSHA and all other current applicable Federal, State and local regulations. Act as 'Health & Safety' Officer for location. Responsible for safety and compliance issues and to ensure conformity with OSHA and local laws.
• Serve as the Club representative for State and city licensing certification; State, regional and local industry related boards, groups and bodies; ACP groups and bodies and on AAA National groups and bodies as warranted.
• Other duties as assigned.

Benefits

• The starting base compensation for this position is $71,410 to $94,573 annually.
• Potential for monthly bonus
• Generous Paid Time Off may be accrued during the first year of employment.
• Paid Holidays.
• 401(k) plan with company match
• Health & Life Insurance
• Tuition reimbursement up to $5250/year and professional certifications.
• Complimentary AAA membership (inclusive of product & service discounts).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Rental and Leasing Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees