Regional Client Performance Manager

Boyd Group•Chicago, IL

About The Position

The Regional Client Performance Manager works within the Client Support Organization and in close partnership with the National Account Team to maximize operational performance for assigned insurance partners. Working with division, market, and shop teams, the manager focuses on improving operational metrics and client results through training, coaching, audits, analysis, and performance-improvement initiatives. The role also serves as the primary point of contact for insurance partners and coordinates related communication with operations teams. The manager reviews client scorecards and internal reporting, audits insurance KPIs, estimating practices, and WOW operating procedures, and communicates findings and improvement plans to leaders, repair centers, and insurance partners. The role supports training and implementation of company processes, including at newly acquired locations, and may travel within assigned markets or to support an insurance partner.

Requirements

Post-secondary education or professionally equivalent experience.
Three years of previous experience in a collision repair environment or a similar role.
Three years of comprehensive knowledge of insurance partner guidelines, procedures, and scorecard metrics.
Complete understanding of WOW Operating Way processes, with additional emphasis on estimator processes and responsibilities.
Valid driver's license.
Ability to manage a fast-paced environment, multitask, and work under pressure.
Comprehensive knowledge of the estimating process.
Ability to build and maintain business relationships.
Strong attention to detail and a high degree of accuracy.
Effective verbal and written communication skills.
Well-developed organizational skills and ability to prioritize.
Working knowledge of vehicle repair practices.
Understanding of key shop metrics, client expectations, and their impact on company financial performance.
Extensive knowledge of the Management Information System (MIS) and estimating systems.
Ability to develop and maintain effective, professional working relationships with staff at all organizational levels.

Responsibilities

Support achievement of operational and client metrics by preparing concise audit reports using company reporting tools and client scorecards, identifying issues, and communicating findings to regional, market, and shop leadership.
Conduct internal audits of insurance KPIs, estimating practices, and WOW operating procedures, and coach teams on audit findings, improvements, and best practices.
Develop an understanding of client expectations, metrics, and internal operating initiatives; support performance-improvement efforts in repair centers that are not meeting expectations.
Partner with market leadership to create and implement operating initiatives that improve repair center performance.
Work with the National Account Team to understand insurance partner requirements and performance, and communicate performance information and improvement plans to divisional leaders, shops, and insurance partners.
Communicate performance information to regional leadership and assist with developing and following up on improvement plans.
Train and coach market and shop leaders on WOW repair processes, particularly estimating practices that affect repair percentage, alternative parts utilization, fair judgment time, and file documentation.
Participate in regional and market leadership calls to communicate successes, deficiencies, and improvement plans; join client calls to understand issues and communicate important information.
Support regional and market leadership in training and implementing Gerber processes and procedures related to new acquisitions.
Extract and analyze data from the company's internal reporting tools.
Monitor and evaluate insurance partner scorecard performance and work with market leadership to establish oversight, training, and coaching plans.
Work with operations leaders and, as appropriate, recommend operating initiatives to improve repair center performance.

Benefits

Annual paid time off plans.
Two weeks of paid parental leave for full-time employees who work a minimum of 30 hours per week.
Six paid holidays annually.
Medical, prescription drug, dental, and vision insurance effective Day 1.
401(k) retirement plan with company match.
Employer-paid short-term disability and life insurance.
Additional voluntary life insurance.
Continuing education opportunities.
Free prescription or non-prescription safety glasses annually.
Annual voluntary uniform stipend.
Voluntary daily pay option.