Automotive Services Field Supervsior

AAA Auto Club Enterprises; Long Beach (CA); On-site; USD 80,000 - 107,000; Full time

Benefits offered by this job

Health coverage

401(K) + Pension

Tuition assistance

Floating holidays

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises in Southern California seeks an Automotive Services Field Supervisor to manage Independent Contract Stations across a large territory, delivering legendary roadside service to AAA members.

You will coach station owners, monitor performance, analyze data, and lead initiatives to improve coverage, response times, and service quality while upholding contract terms and safety. Extensive local travel required across the Costa Mesa market and surrounding areas.

Qualifications

• 4-year college degree or equivalent combination of education and work experience required.
• 5 years of demonstrated vendor management, operational, field, and/or relationship-management experience required.
• Ability to manage complex contractor/vendor relationships, establish accountability, influence performance.
• Experience developing recommendations and formal business proposals, negotiations and complaint resolution.
• Strong analytical and problem-solving skills with data-driven decision making.
• Professional verbal and written communication, including excellent presentation skills.

Responsibilities

• Manage field relationships with Independent Contract Stations and ensure service delivery.
• Provide guidance on performance thresholds, business practices, and staff training.
• Uphold terms of contractual agreements between Auto Club Enterprises and contractors.
• Analyze station and market data to identify trends and improvement opportunities.
• Monitor ERS metrics such as service quality, response times, and call completion.
• Meet with stations to review performance and conduct field engagements.
• Inspect station locations for facilities, vehicles, equipment, and appearance compliance.
• Perform mystery shopping and field observations to drive coaching opportunities.
• Investigate and resolve member and customer service issues as required.
• Ensure adequate coverage and deployment across the assigned territory.
• Evaluate call volume, provider capacity, and service demand to improve efficiency.
• Manage provider performance and adapt strategies for diverse territories.
• Prepare formal business proposals regarding operational changes and coverage.
• Collaborate with CSR team and other partners to resolve operational concerns.
• Support adoption of new technology and training to improve efficiency and service.
• Promote safety, accountability, collaboration, and member-first service throughout the network.

Skills

Vendor management

Operational management

Relationship management

Data analysis

Communication skills

Presentation skills

Education

4-year college degree or equivalent combination

Tools

Outlook

Word

Excel

PowerPoint

Salesforce

Tableau

Job description

This position provides field management to contracted Emergency Road Service (ERS) providers through the employment of relationship building techniques and the effective communication, coaching, tutoring and mentoring of sound business and financial practices, as well as Club philosophies, policies and procedures. Successful field management ensures a stable service delivery network providing "Totally Satisfied" roadside assistance to AAA members and other customers.

If you are seeking employment within a dynamic organization characterized by sustained growth, unwavering stability, and a renowned brand synonymous with trust, the Automobile Club of Southern California presents an exceptional opportunity.

A successful Automotive Services Field Supervisor is a key member of the Contract Station Relations (CSR) team and helps ensure the consistent delivery of roadside assistance to AAA members by providing field support, operational oversight, and performance management to Independent Contract Stations within Emergency Roadside Service (ERS).

The current assignment supports the Costa Mesa market, one of the organization’s largest, most diverse, and operationally demanding territories. Covering all of Orange County and portions of western Los Angeles County, the market presents unique operational challenges associated with dense urban populations, heavy traffic volume, and a broad provider network. The position requires the ability to effectively manage varying contractor business models, service demands, geographic challenges, and operational needs across a complex territory.

As part of the broader Southern California Contract Station Relations team, Field Supervisor market assignments may evolve based on business and operational needs.

Responsibilities include:

• Ensure consistent delivery of legendary service to all AAA members and customers through our Independent Contract Stations.
• Develop and maintain strong working relationships with Independent Contract Station owners, managers, dispatchers, and technicians to support operational performance and the member experience.
• Provide comprehensive guidance to station owners and staff on performance thresholds, business practices, technician training, service quality, and overall operational performance.
• Maintain and uphold the terms and conditions of contractual agreements between the Auto Club and Independent Contractors.
• Research, analyze, and interpret station and market performance data to identify trends, performance gaps, and opportunities for improvement. Collaborate with providers to identify root causes and develop and implement targeted improvement strategies.
• Monitor key operational performance measures, including Service Quality, response times, call acceptance and completion, battery performance, technician performance, and other established ERS metrics.
• Meet and review performance with Independent Contract Stations throughout the assigned territory through consistent station visits and field engagement.
• Inspect and evaluate station locations, verifying that facilities, vehicles, equipment, and technician appearance comply with Club standards.
• Perform mystery shopping, technician ride-along’s, and field observations to identify coaching opportunities and enhance the member experience.
• Investigate, document, and resolve member and customer service issues as required.
• Monitor station coverage, capacity, and technician deployment to ensure response-time requirements are achieved, and adequate service is available throughout the assigned territory.
• Evaluate call volume, provider capacity, technician staging, geographic coverage, and service demand to identify opportunities to improve operational efficiency and member response.
• Manage provider performance and service delivery across a geographically diverse territory, balancing the needs of high-volume metropolitan contractors with rural and remote providers where distance, coverage, capacity, and contractor viability may require different operational strategies.
• Prepare formal business proposals and recommendations regarding operational changes, provider coverage, call-volume assignments, and other Contract Station initiatives.
• Collaborate with fellow Contract Station Relations team members, dispatch departments, and other internal business partners to ensure effective service delivery and resolve coverage, operational, and area concerns as needed.
• Support Independent Contract Stations with the implementation and adoption of new technology, training, programs, and operational processes designed to improve efficiency, service delivery, and the member experience.
• Promote a culture of safety, accountability, collaboration, continuous improvement, and member-first service throughout the Independent Contract Station network.

Qualifications:

• 4-year college degree or equivalent combination of education and work experience required.
• 5 years of demonstrated vendor management, operational, field, and/or relationship-management experience required, including management of work teams.
• Demonstrated ability to manage complex contractor/vendor relationships, establish accountability, influence performance, and effectively support operational change.
• Prior experience developing recommendations and formal business proposals, as well as successful negotiations and complaint resolution, required.
• Strong analytical and problem-solving skills, including demonstrated ability to analyze operational performance data, identify trends and root causes, and translate findings into actionable recommendations.
• Professional verbal and written communication skills required, including excellent presentation and relationship-management skills.
• Demonstrated proficiency in Outlook, Word, Excel, and PowerPoint required. Experience with Salesforce and Tableau preferred.
• Ability to effectively manage multiple priorities and make sound operational decisions within a large and geographically diverse field territory.
• Ability to build and maintain effective working relationships with Independent Contract Station owners, internal business partners, fellow CSR team members, and leadership.
• Must possess a valid driver's license, reliable transportation and have the ability to travel extensively throughout the assigned territory, including rural and remote service areas.

Travel Requirement:

• Local travel by car throughout assigned territory to meet with contractors or members. (50% proficiency)

The starting pay range for this position is:

$80,100.00 - $107,000.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).