Operations Director

Crash Champions; Dover; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Group Life Insurance

Disability Insurance

401k Retirement Plan with match

Referral Bonus (“Cash From Crash”)

5 Paid Holidays

Job summary

Crash Champions is seeking an experienced operations leader to oversee a defined territory/market in the Dover area. You will drive performance, manage resources, and ensure the highest levels of customer service and quality.

You will recruit and develop teams, collaborate with insurance accounts, and model a culture of urgency to exceed goals while maintaining organized, well-run shops.

Qualifications

• 10+ years of operations experience.
• 5+ years of people management experience.
• Knowledge of the collision industry including knowledge of procedures and requirements for a variety of insurance carriers.
• Driven personality, eager to grow, and able to work well under pressure.
• Experience using CCC One.
• Strong problem-solving skills.

Responsibilities

• Lead and manage assigned territory/market.
• Meet or exceed targets for performance and growth.
• Maintain top-10% shop performance on KPIs, customer service, quality, and profitability.
• Recruit, manage, and develop employees for future growth.
• Model and uphold high standards of customer service.
• Develop relationships with insurance accounts, agents and customers.
• Create future leaders and maintain urgency to exceed goals.

Skills

Leadership

Strategic thinking

Problem solving

People management

Tools

CCC One

Job description

Champions Do More

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert . For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People.

Responsibilities

Successful Candidates must possess/meet the following:

• Proven Strong Performance: Candidates should have a track record of exceptional performance in their current location. This includes consistently achieving and exceeding key performance indicators (KPIs) such as Customer Satisfaction Ratings (CSR), EBITDA, margin, and profitability.
• Leadership Abilities: Candidates should possess strong leadership skills, including the ability to inspire and motivate teams, drive results, and effectively manage resources.
• Strategic Thinking: Candidates should demonstrate the ability to think strategically, identify opportunities for improvement, and implement innovative solutions to drive operational excellence.

Essential Functions

Responsible for the overall leadership and management of assigned territory/market.

• Achieve or exceed company targets and standards for performance and growth.
• Manage market locations that, by all standards (especially KPIs, Customer Service, Quality, and Profitability), are in the top 10% of the industry.
• Model and hold the team accountable for providing the highest level of customer service in the industry and living the Crash Champions Total Sales Attitude (TSA) daily.
• Recruit, manage, and develop employees for future growth within our organization.
• Measures quality standards by performing in-process and final quality checks.
• Facilitates and nurtures relationships with insurance accounts, agents, and customers.
• Excels in a fast-paced, competitive work environment while ensuring positive employee morale and creating and instilling a sense of urgency in the team to exceed goals.
• Ensure that the shop is maintained correctly and organized.
• Create and develop new/future leaders.

Qualifications

• Knowledge of the collision industry, including knowledge of procedures and requirements for a variety of insurance carriers
• 10+ years of operations experience
• 5+ years of people management experience required
• Driven personality, eager to grow, and able to work well under pressure
• Experience using CCC One
• Strong problem‑solving skills

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.