Regional Automotive Field Ops Lead

AAA Northern California; Manteca (CA); Presencial; USD 85.000 - 106.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401k Matching

Benefits

Paid Holidays

Paid Time Off

Free Membership

Product Discounts

Tuition Reimbursement

Descripción de la vacante

AAA Mountain West Group is seeking an Automotive Field Representative I in Manteca, CA to oversee a large regional network of contract stations and technicians. You will assure quality, manage compliance, and lead data-driven conversations to improve service delivery for AAA members.

The role requires 2–4 years in regional management or operations, strong customer service and public speaking skills, and a valid driver's license.

Formación

• Bachelor's degree in related area or an equivalent combination of education and experience.
• 2 to 4 years’ regional management, multi-site operational or business consulting experience.
• 2 to 4 years’ experience and understanding of Data Analytics, Business Consulting, Automotive Industry, 24/7 service industry, business to business relationship management, or high performance customer service delivery.
• Current valid drivers’ license in state of residence

Responsabilidades

• Regional accountability includes up to 50 contract stations, 300 technicians with a combined annual spend of $20,000,000.
• Responsible for quality assurance of contractor provided services, as well as compliance with contractual obligations, standards and regulatory requirements, including required training for drivers and battery technicians.
• Responsible for resolution of escalated member complaints, compliments and other incidents.
• Develop and implement communication plans for the assigned region and contract providers.
• Conduct data-focused conversations, making the case quantitatively and qualitatively.
• Demonstrate and inform about the most effective ways owners, front-line roadside technicians and other contractor staff can interact with AAA members, using various techniques and tools, but without providing direction to service provider staff that would conflict with our independent contractor relationship.
• Consult with Service Providers on setting up and running formal Performance Management Systems for front-line roadside technicians, including data-based feedback and qualitative coaching, incentives, and recognition.
• Demonstrate to Service Providers how to observe and coach front-line roadside technicians on the AAA member interaction.
• Cross support other AFRs as needed, including coverage for PTO or as otherwise needed for extended absence or between assignment of personnel.

Conocimientos

Customer service

Public speaking

Organizational skills

Data analytics

Educación

Bachelor's degree

Descripción del empleo

AAA Mountain West Group is seeking an Automotive Field Representative I in Manteca, CA to oversee a large regional network of contract stations and technicians. You will assure quality, manage compliance, and lead data-driven conversations to improve service delivery for AAA members.

The role requires 2–4 years in regional management or operations, strong customer service and public speaking skills, and a valid driver's license.