Manager, Business Operations

American Automobile Association; Walnut Creek (CA); Hybrid; USD 132,000 - 166,000; Full time

Benefits offered by this job

401k Matching

Medical, Dental, Vision

Paid Holidays

Paid Time Off

Volunteer time

Tuition Reimbursement

Free AAA Classic Membership

Product Discounts

Job summary

American Automobile Association seeks a Manager, Business Operations to lead ERS strategic initiatives, drive change management, and analyze data to recommend short- and long-term improvements. The role focuses on technology adoption, process optimization, and stakeholder collaboration in a hybrid Walnut Creek setting.

The position requires coordinating cross-functional teams, guiding project delivery, and maintaining performance metrics to support exceptional member service.

Qualifications

• Bachelor's degree plus 6 years of business operations, business analysis, or project/program management experience.
• High School diploma plus 10 years experience in business operations or related fields.
• 3+ years of supervisory/management experience.

Responsibilities

• Lead ERS initiatives by evaluating existing and new technology solutions, products, and platforms.
• Organize cross-functional project teams to implement process improvements.
• Measure and report ERS KPIs and drive data-based decisions.
• Collaborate with partners to ensure smooth implementation and production support.
• Communicate priorities to technology teams for product development and deployment.

Skills

Collaborative mindset

Excellent communication skills

Analytical problem solving

Ability to manage multiple priorities

Team leadership

Education

Bachelor's degree + 6 years experience

High School diploma + 10 years experience

Job description

Why Work For Us?

Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period Benefits – Medical, Dental, Vision, wellness program and more! Paid Holidays Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities. Collaborative Environment – AAA will value your contribution to providing exceptional service to our members Free AAA Classic Membership AAA Product Discounts Tuition Reimbursement Program . At AAA, our Team Members strive to deliver amazing service and help our Members live life more confidently by delivering to them amazing service and a portfolio of outstanding products that benefit them. In doing so, we align with our True North vision of creating Members for life.

NOTE: This role is hybrid and requires 3 days a week in our Walnut Creek, CA office. The Manager, Business Operations will develop and execute strategic initiatives based on business case analysis and lead continuous process improvement to support the AAA Emergency Roadside Service “ERS” Network and Automotive Services. This role will lead change management initiatives to include changes in technology and implementation of new business plans as well as analyze data to make recommendations for short-term and long term ERS initiatives.

ESSENTIAL FUNCTIONS

Business Change Leads key initiatives ensuring ERS implements processes and procedures that balance enhancing the Team Member experience, ensuring operational efficiencies and providing legendary service to our Members. Organizes, leads, and facilitates cross-functional project teams, specifically around evaluating existing and/or implementing new ERS technology solutions, products and platforms.

Process Improvement & Insights Executes and provides ongoing analysis of the ERS strategic plan to propel the business forward, including evaluating operational efficiencies, technology solution and quality of service Ensures effective implementation and ongoing success of operational strategies including meeting all goals and objectives Accurately measures and monitors ERS key performance indicators and provides all necessary reporting and analytics to stakeholders by established deadlines. Conducts analysis of ERS initiatives to determine financial impacts and overall success based on established metrics. Makes recommendations on business capabilities, resources and meeting overall objectives.

Acts as a SME for ERS and Automotive Policies and Procedures Collaboration Partners with key business partners on projects and technology tools to ensure seamless implementation, integration and ongoing production support. Represents ERS and acts as a liaison on cross functional teams for process improvement projects, best practices implementation and technology assessment. Maintains effective communications with internal and external teams as it relates to ERS operations, processes and procedures. Collaborates with other teams and business units to design and refine operational strategies and objectives. Communicates business priorities to the technology team for product development and implementation.

Leadership Makes employment decisions, monitors Team Member performance and addresses performance concerns when they arise. Deploys resources effectively to meet operational needs of the department. Builds and leads a high-performing team, fostering a culture of excellence, inclusion, and collaboration. Sets clear performance objectives and provides regular feedback and coaching. Promotes continuous learning and professional development within the team.

KNOWLEDGE AND SKILLS

Highly collaborative individual with excellent communication skills Exceptional judgment and decision making skills Self starter with ability to manage multiple priorities simultaneously.

Strong organizational, analytical problem solving and decision making skills Ability to work independently and in teams Proven advanced analytical, planning, problem solving and solution design skills Ability to identify problems/issues, evaluate options, outline the possible solutions, and make recommendations on the best solution based on the data.

Ability to develop project schedules, define project objectives, sets goals and determines measures to track progress. Ability to examine and analyze data and facts to uncover and understand cause-effect relationships, thus providing basis for problem solving and decision making. Excellent interpersonal and communication skills, with the ability to build and maintain relationships at all levels. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

Minimum Qualifications Bachelor's plus 6 years/High School diploma plus 10 years business operations, business analysis, or project/program management experience 3+ years of supervisory/management experience Preferred Qualifications Automotive, logistics/operations or technology experience Project management experience.

WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds). Approximately 98% of time is spent using a video display terminal.

#LI-OH1 We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $132,465.00 - Mid: $165,580.00

Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.