Performance Manager

Classic Collision•Orlando, FL

3d•Hybrid

About The Position

The Performance Manager will be responsible for supporting the achievement of DRP metrics across markets and partners. This role involves conducting internal audits on estimating practices, repair processes, and compliance with DRP guidelines. The Performance Manager will identify performance gaps using data from central revise, CCC, and partner scorecards, communicate findings clearly, and create actionable recovery plans. They will partner with AVPs, Regional Directors, and shop leadership to drive improvement in KPIs. Additionally, the Performance Manager will serve as the primary liaison between Classic Collision operations and Business Development, developing a deep understanding of partner expectations, KPIs, and scorecard metrics to align internal performance strategies. They will communicate performance updates and improvement plans to partners, participate in DRP and internal calls, and coach market and shop leaders on estimating consistency, documentation, and DRP execution. The role also includes training new and existing team members on processes impacting repair quality, cost, and customer satisfaction, and supporting newly acquired markets. The Performance Manager will extract, analyze, and summarize data to identify opportunities and measure improvement, prepare audit and performance reports, collaborate with leadership to monitor scorecard trends, and recommend new operational initiatives.

Requirements

Minimum 3 years of experience in collision repair operations or performance management
Comprehensive knowledge of DRP programs, guidelines, and scorecard metrics
Working knowledge of CCC One estimating and management systems
Strong analytical skills with the ability to interpret data and communicate findings effectively
Proven ability to train, coach, and influence without direct authority
Valid driver’s license and ability to travel up to 50% (overnight travel may be required)
Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)

Nice To Haves

Bachelor’s degree or equivalent professional experience preferred

Responsibilities

Support achievement of DRP metrics across markets and partners.
Conduct internal audits on estimating practices, repair processes, and compliance with DRP guidelines.
Identify performance gaps using data from central revise, CCC and partner scorecards; communicate findings clearly and create actionable recovery plans.
Partner with AVPs, Regional Directors, and shop leadership to drive improvement in KPIs.
Serve as the primary liaison between Classic Collision operations and Business Development.
Develop a deep understanding of partner expectations, KPIs, and scorecard metrics to align internal performance strategies.
Communicate performance updates and improvement plans to partner with professionalism and transparency.
Participate in DRP and internal calls to ensure issues are addressed promptly, and opportunities are shared.
Coach market and shop leaders on estimating consistency, documentation, and DRP execution.
Train new and existing team members on processes that impact repair quality, cost, and customer satisfaction.
Support newly acquired markets ensuring they are trained and aligned with Classic standards.
Extract, analyze, and summarize data from internal/external systems to identify opportunities and measure improvement.
Prepare concise audit and performance reports that highlight root causes and recommend solutions.
Collaborate with leadership to monitor scorecard trends, reinforce accountability, and recognize improvement.
Recommend new operational initiatives that enhance consistency, speed, quality, and profitability.