Field Manager, Driver Education

AMA - Alberta Motor Association•Edmonton, AB

13d•Onsite

About The Position

The Driver Education Field Manager role is responsible for assisting with the recruitment and selection of contracted driving instructors, enhancing instructor performance through KPIs, and serving as the primary point of contact for resolving complaints between students, parents, and instructors. This role requires strong leadership, customer service, and relationship-building skills to ensure a world-class product and an industry-leading team.

Requirements

A high school diploma with a minimum of 3 years of relevant working experience in managing relationships and/or service agreements.
Demonstrated experience with performance management (goal setting, measuring, monitoring and execution skills).
Experience in the recruitment and selection of employees and/or contractors.
Proven ability to achieve high-quality results within tight timelines.
Experience in a fast-paced, member-centric and performance-based work environment.

Nice To Haves

Demonstrated experience in driver education or similar industries.
Experience with AI-powered tools like ChatGPT, Copilot, and similar platforms.

Responsibilities

Report to the Manager, Driver Education Novice.
Work with students, parents and contractors to resolve and manage any conflicts or complaints.
Working closely with instructors to ensure they are living up to AMA’s brand promise of treating students as ‘practically family’.
Assist with recruitment and selection of driving instructors.
Manage KPIs and targets to work with contracted instructors to improve their overall lesson delivery.
Work with contractors on managing any concerns and issues and work closely together on solutions for the business.
Recommend changes and/or improvements to the contracted driving instructor program to ensure that the expectations of students are being met.
Work collaboratively with Driver Education leadership team, Senior Instructors and administrative operations to help determine service gaps within the province and find solutions by recommending the hiring or termination of instructors.
Gather the necessary information from a contracted driving instructor, student, parent/guardian and all other parties to determine what happened and decide on an equitable solution.
Deliver both positive and negative news to students, parents/guardians, and contracted driving instructors about the outcomes of any issues.
Look for trends and distribute preventative information to the contracted driving instructor network.
Deliver information to the contracted driving instructor network on strategies and training opportunities to reduce overall complaints and increase student satisfaction.