Field Operations Supervisor — Auto Services & Contractor Network

ACSC Auto Club Of Southern Calif; Chino (CA); Presencial; USD 80.000 - 107.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

401(K) matching and Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Descripción de la vacante

Automobile Club of Southern California seeks an Automotive Services Field Supervisor to oversee Independent Contract Stations in the Chino market and broader Southern California territory. You will guide performance, ensure service standards, and manage contractor relationships while traveling extensively to support operations.

The role requires a 4-year degree and 5+ years in vendor/operational/relationship management, with strong analytical and communication skills.

Formación

• 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.

Responsabilidades

• Ensure consistent delivery of legendary service to AAA members and customers through 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 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 and ensure service coverage across territory.
• Meet and review performance with Independent Contract Stations through field visits and engagement.
• Inspect and evaluate station locations for compliance with Club standards.
• Perform mystery shopping 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 meet response-time requirements.
• Evaluate call volume and service demand to improve operational efficiency and member response.
• Manage provider performance and service delivery across a geographically diverse territory.
• Prepare formal business proposals regarding operational changes and provider coverage.
• Collaborate with CSR team members and other internal partners to resolve area concerns.
• Support stations with adoption of new technology, training, programs and processes.
• Promote safety, accountability, collaboration, and member-first service across network.

Conocimientos

Vendor management

Operational experience

Relationship management

Data analysis

Communication

MS Office

Salesforce

Tableau

Travel readiness

Driver's license

Educación

Bachelor's degree

Herramientas

Salesforce

Tableau

Outlook

Word

Excel

PowerPoint

Descripción del empleo

Automobile Club of Southern California seeks an Automotive Services Field Supervisor to oversee Independent Contract Stations in the Chino market and broader Southern California territory. You will guide performance, ensure service standards, and manage contractor relationships while traveling extensively to support operations.

The role requires a 4-year degree and 5+ years in vendor/operational/relationship management, with strong analytical and communication skills.