Regional Client Performance Manager

Boyd Group Services•Chicago, IL

4d•$90,000 - $120,000

About The Position

The Regional Client Performance Manager works within the Client Support Organization and partners closely with the National Account Team to maximize operational performance for assigned insurance partners. Working across division, market, and shop levels, the role focuses on improving operational metrics and client results through audits, analysis, training, coaching, and performance-improvement initiatives. The manager serves as a primary contact for insurance partners and coordinates communications with operations teams. The role may involve travel within assigned markets or to support an insurance partner, and may include supporting other markets as requested.

Requirements

Post-secondary education or equivalent professional experience.
At least 3 years of experience in a collision repair environment or a similar role.
At least 3 years of comprehensive knowledge of insurance-partner guidelines, procedures, and scorecard metrics.
Complete understanding of WOW Operating Way processes, with 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 effect 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.
Some travel may be required in assigned markets or to support an insurance partner; managers may be asked to support other markets.

Responsibilities

Support achievement of operational and client metrics by preparing reports using Domo and client scorecards, identifying issues, and communicating findings to regional, market, and shop leaders.
Conduct internal audits of insurance KPIs, estimating practices, and WOW operating procedures; communicate and coach teams on findings and improvement practices.
Develop understanding of client expectations, metrics, and internal initiatives; support or oversee performance-improvement initiatives at repair centers that are below expectations.
Partner with market leadership to create and implement operating initiatives to improve repair-center performance.
Work with the National Account Team to understand partner requirements and performance; communicate results and improvement plans to divisional leadership, shop teams, and insurance partners.
Communicate performance information to regional leadership and assist with improvement-plan development and follow-up.
Train and coach market and shop leaders on WOW repair processes for estimating, including repair percentage, alternative-parts utilization, fair judgment time, and file documentation.
Participate in regional and market leadership calls to share successes, deficiencies, and improvement plans; participate in client calls to understand issues and communicate messages.
Support regional and market leadership with training and implementation of Gerber processes and procedures related to new acquisitions.
Extract and analyze data from internal reporting tools.
Monitor and evaluate insurance-partner scorecards and work with market leadership to establish oversight, training, and coaching plans.
Collaborate with operations leaders and, when appropriate, recommend operating initiatives to improve repair-center performance.

Benefits

Annual paid time off (PTO) plans.
Two weeks of paid parental leave for full-time employees working a minimum of 30 hours per week.
Six paid holidays annually.
Medical, prescription drug, dental, and vision insurance effective on day one.
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.