Manager, Strategic Accounts

Caliber Holdings•Lewisville, TX

About The Position

The Manager, Strategic Accounts works with Direct Repair Program (DRP) clients to retain current stores and add existing and upcoming stores to the DRP program. The role conducts field re-inspections and audits, reviews audit results, addresses quality concerns, and coordinates with appropriate personnel to resolve issues and develop improvement action plans. The manager maintains knowledge of client accounts and shares relevant information with centers through training and ongoing coaching. Attendance at assigned meetings, field blitzes, and industry conferences is also part of the position. The role drives performance through teammates by understanding assigned DRP accounts, training teammates on processes and expectations, monitoring performance, and communicating results to leadership. It assesses center-level performance against DRP expectations and contractual agreements; prepares and analyzes weekly and monthly reports; identifies trends; and develops performance-improvement plans. The manager communicates and manages changes within assigned accounts or territories, maintains relevant industry certifications, and works with DRP partners on process changes to ensure vehicles are repaired using appropriate methods.

Requirements

Ability to travel, sometimes on short notice.
Valid driver's license and eligibility for coverage under Caliber's insurance policy; must not be an excluded driver.
Minimum 2–3 years of estimating experience and knowledge of vehicle repair procedures.
Working knowledge of the CCC One estimating platform and management system; depending on the assigned DRP account, knowledge of ERL, Audatex, and Mitchell may also be required.
Working knowledge of ALLDATA, Motorcraft, and other original-equipment repair-procedure publications.
Working knowledge of ADAS systems, calibration, and scanning requirements.
Advanced Microsoft Office skills, including Word, Excel, Outlook, and PowerPoint, including the ability to mine and interpret data, identify trends, and develop improvement plans.
Excellent verbal and written communication skills.
Ability to organize and hold meetings with teammates at all levels.
Must be eligible to work in the United States without restrictions.

Nice To Haves

Public-speaking ability is a plus.

Responsibilities

Work with DRP clients to retain current stores and add existing and upcoming stores to the DRP program.
Conduct field re-inspections and audits as required by DRP clients.
Review audits and coordinate resolution of identified opportunities with appropriate personnel.
Address quality concerns and coordinate action plans for improvement.
Maintain knowledge of client accounts and communicate relevant information to centers through training and continuous coaching.
Attend assigned meetings, field blitzes, and industry conferences.
Understand assigned DRP accounts, train teammates on processes and expectations, monitor performance, and communicate results to leadership.
Coach, train, and develop teammates on assigned DRP accounts.
Assess center-level performance against DRP expectations and contractual agreements.
Prepare assigned weekly and monthly reports, analyze data, identify trends, and develop performance-improvement action plans.
Communicate and manage change within assigned DRP accounts or territories.
Maintain current industry certifications, such as ASE and I-CAR.
Understand repair methods and work with DRP partners on process changes to ensure vehicles are repaired using appropriate methods.