Manager of Roadside Assistance

U-Haul International, Inc.; Phoenix (AZ); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision plan

401(k) Savings Plan

Employee Stock Ownership Plan (ESOP)

Life insurance

Paid holidays

Job summary

U-Haul International, Inc. in Phoenix is seeking a Director-level Manager to oversee the Roadside Assistance Program. You will manage the department and coordinate with field personnel to deliver prompt service to customers across the network.

Reporting to the Director, Roadside Assistance, you will implement programs, policies, and procedures, analyze performance, and ensure staffing, budgets, and service standards are met to support Field Operations.

Qualifications

• Bachelor’s degree in a related field or equivalent in experience.
• Proven experience in a Customer Service or Operations role, preferably in Roadside Assistance.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage and prioritize multiple tasks in a demanding environment.

Responsibilities

• Oversee daily operations of Roadside Assistance.
• Report to Senior Manager and Director on department performance.
• Coordinate with field personnel on programs and procedures.
• Analyze reports and enforce standards and budgets.
• Ensure attendance and staffing align with operational needs.

Skills

Communication

Leadership

Problem-solving

Prioritization

Customer service

Education

Bachelor’s degree or equivalent experience

Job description

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance).Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

This is a fully onsite position located at our corporate campus for applicants located in the Phoenix metro area but is eligible for remote work for candidates outside of Phoenix area.

Under the direction of the Director, Roadside Assistance, responsible for managing the U-Haul Roadside Assistance Program and departmental personnel who provide prompt support to customers experiencing mechanical issues or customer-caused service needs. The role is responsible for implementing and communicating programs, policies, processes, and procedures designed to support Field Operations in delivering exceptional service to all U-Haul customers.

Responsibilities:

• Reasonable and predictable attendance is essential.
• Report to the Senior Manager and Director regarding ongoing operations of the department.
• Manage the daily and continual operations of Roadside Assistance.
• Communicate with field personnel regarding Roadside Assistance Programs and Procedures.
• Assign responsibility and communicate with Repair Dispatch Managers and Shop Managers regarding specific Roadside customer calls and mechanical equipment issues.
• Prepare and analyze reports regarding Roadside programs.
• Enforce system and departmental standards, expectations, and procedures.
• Analyze departmental needs and requirements regarding personnel performance, payroll, resources, and budgets.

Required Qualifications:

• Bachelor’s degree in a related field or equivalent in experience.
• Proven experience in a Customer Service or Operations role, preferably in Roadside Assistance or related fields.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage and prioritize multiple tasks in a demanding environment.
• Medical insurance
• Dental & Vision plan with hearing care discounts
• CVS Virtual Care
• 24-Hour Nurse Line
• Wellness Program (HealthierYouinitiatives & challenges)
• Mindset App Reimbursement
• Pet Insurance & Wellness plans
• Opportunities for advancement
• Valuableon-the-jobtraining
• Tuition Reimbursement Program
• Free online courses for personal and professional development atU-HaulUniversity®
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• Company-paidlife insurance
• Voluntary life insurance options
• Short-Term and Long-Term Disability
• Critical Illness, Accident & Hospital Indemnity plans
• Business & business travel insurance
• MetLawLegal Program
• MetLife Auto & Home Insurance
• LifeLock Identity Theft Protection
• Dave Ramsey’sSmartDollar® Financial Wellness Program
• Paid holidays, vacation, and sick time
• You Matter Employee Assistance Program (EAP)
• Discounts on cell phone plans, hotels, computers, vehicles & more
• Community involvement & volunteer opportunities
• U-HaulMothers Program (Paidmaternity leave)

#LI-FT1

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

Since 1945, U-Haul has been serving do-it-yourself movers and their households. Like many other successful ventures, the concept for U-Haul was generated out of need. After World War II, there existed the widespread need for do-it-yourself moving equipment that would be available on a one-way, nationwide basis.

U-Haul co-founders L.S. \"Sam\" Shoen and his wife, Anna Mary Carty Shoen, recognized that need and acted upon it. Their visionary approach spread the cost of ownership among many users, facilitating the mobility of the populations of the U.S. and Canada. The covered wagon of the pioneers morphed into orange U-Haul trailers. In the process, an industry was born.

U-Haul Holding Company and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable law, no U-Haul Holding Company or its family of companies will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products (Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia and Washington). This policy will not apply to team members hired before February 1, 2020.