Performance Improvement Lead – Insurance Operations

Classic Collision; Orlando (FL); On-site; USD 85,000 - 125,000; Full time

Job summary

Classic Collision is seeking a Performance Manager to lead DRP metric achievement, audits of estimating and repair practices, and cross-market performance improvements. You will partner with AVPs, Regional Directors, and shop leadership to drive KPI gains and ensure alignment with partner expectations.

The role requires coaching, data analysis, and strong communication, with up to 50% travel. A Bachelor's degree or equivalent experience is preferred.

Qualifications

• 3+ years in collision repair operations or performance management.
• In-depth knowledge of DRP programs, guidelines, and scorecard metrics.
• Experience with CCC One estimating and management systems.
• Strong analytical skills to interpret data and communicate findings.
• Proven ability to train, coach, and influence without direct authority.
• Valid driver’s license and travel up to 50% (overnight travel may be required).
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Bachelor’s degree or equivalent professional experience preferred.

Responsibilities

• Support achievement of DRP metrics across markets and partners.
• Conduct internal audits on estimating practices, repair processes, and DRP guideline compliance.
• Identify performance gaps using data from central revise, CCC and partner scorecards; communicate findings clearly and create actionable recovery plans.
• Partner with AVPs, Regional Directors, and shop leadership to drive improvement in KPIs.
• Serve as the primary liaison between Classic Collision operations and Business Development.
• Develop understanding of partner expectations, KPIs, and scorecard metrics to align internal performance strategies.
• Communicate performance updates and improvement plans to partner with professionalism and transparency.
• Participate in DRP and internal calls to ensure issues are addressed promptly, and opportunities are shared.
• Coach market and shop leaders on estimating consistency, documentation, and DRP execution.
• Train new and existing team members on processes that impact repair quality, cost, and customer satisfaction.
• Support newly acquired markets ensuring they are trained and aligned with Classic standards.

Skills

3+ years in collision repair

Performance management

Data analysis

Train & coach

Communication

Travel up to 50%

MS Office

Bachelor’s degree or equivalent

Education

Bachelor’s degree or equivalent

Tools

CCC One estimating and management systems

DRP guidelines

Microsoft Office

Job description

Classic Collision is seeking a Performance Manager to lead DRP metric achievement, audits of estimating and repair practices, and cross-market performance improvements. You will partner with AVPs, Regional Directors, and shop leadership to drive KPI gains and ensure alignment with partner expectations.

The role requires coaching, data analysis, and strong communication, with up to 50% travel. A Bachelor's degree or equivalent experience is preferred.