Dir Reg Automotive Services

AAA-The Auto Club Group•NE-HNE1 Empl Work From Home, NE

1d•Hybrid

About The Position

Oversees Automotive Services activities within a designated market or region to ensure the cost-effective delivery of timely, high-quality roadside assistance service. Responsible for implementing and managing programs related to Roadside Assistance, Approved Auto Repair (AAR), Mobile Battery Service, and ERS Fleet Operations (as applicable), ensuring alignment with Automotive Quality Standards (AQS). These standards include, but are not limited to, competitive customer satisfaction, on-the-go (OTG) performance, battery testing and installation, response time targets, and the growth of dedicated service delivery through preferred service providers (PSP), as well as maintaining AAR network availability. Manages the Service Provider Network, including both dedicated and non-dedicated providers that supply products and/or services for Automotive Services. Reviews and analyzes a variety of departmental reports to identify key service quality factors and performance trends. Develops and executes strategies to grow, maintain, reduce, or eliminate service provider coverage within the assigned territory to meet ACG and AAA National objectives and ensure compliance with AQS standards. Collaborates closely with the Assistant Vice President, Automotive Regional Operations to design, implement, and monitor related programs, evaluating effectiveness and making adjustments as needed. Actively identifies and establishes new service provider relationships to support Automotive operational needs. Builds and maintains strong partnerships within the automotive industry to enhance product performance and service delivery at the local level. Prepares and manages the annual operating budget for the assigned market or region. Works cross-functionally with business partners, including Automotive Administration, Back Office, Contact Centers, Human Resources, Learning & Development, Public Relations, IT, Real Estate Services, and Procurement, to support organizational priorities and operational success. Currently residing in MN, WI, or within close proximity to both markets. If applicants do not currently reside in one of those areas, they would need to be willing to relocate to MN or WI within 90 days of accepting the offer. Directly and indirectly, areas comprised of managerial, professional, technical, and clerical personnel who may be distributed in one or more locations.

Requirements

Bachelor’s degree in business administration or related field, or equivalent work experience.
Valid driver’s license
Minimum 10 years of work experience in a role that provided broad, specialized development in this or a directly related field
Extensive experience in: Customer service, Program development, Financial planning, Quality control
Managerial/supervisory experience to include: Analyzing and problem-solving, Organization and planning, Budget preparation, Decision making, Leadership, Staffing

Nice To Haves

Experience in a professional capacity (e.g. Field Representative, Call Center management) within Automotive Services.
Automotive Services policies and procedures.

Responsibilities

Oversees Automotive Services activities within a designated market or region to ensure the cost-effective delivery of timely, high-quality roadside assistance service.
Implements and manages programs related to Roadside Assistance, Approved Auto Repair (AAR), Mobile Battery Service, and ERS Fleet Operations (as applicable), ensuring alignment with Automotive Quality Standards (AQS).
Manages the Service Provider Network, including both dedicated and non-dedicated providers that supply products and/or services for Automotive Services.
Reviews and analyzes a variety of departmental reports to identify key service quality factors and performance trends.
Develops and executes strategies to grow, maintain, reduce, or eliminate service provider coverage within the assigned territory to meet ACG and AAA National objectives and ensure compliance with AQS standards.
Collaborates closely with the Assistant Vice President, Automotive Regional Operations to design, implement, and monitor related programs, evaluating effectiveness and making adjustments as needed.
Actively identifies and establishes new service provider relationships to support Automotive operational needs.
Builds and maintains strong partnerships within the automotive industry to enhance product performance and service delivery at the local level.
Prepares and manages the annual operating budget for the assigned market or region.
Works cross-functionally with business partners, including Automotive Administration, Back Office, Contact Centers, Human Resources, Learning & Development, Public Relations, IT, Real Estate Services, and Procurement, to support organizational priorities and operational success.