Regional Client Performance Leader

Gerber Collision & Glass; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO

Parental Leave (2 weeks)

6 holidays annually

Insurance Day 1

401(k) match

Disability & Life Insurance

Continuing Education Opportunities

Safety Glasses benefit

Uniform Stipend

Daily Pay option

Job summary

Gerber Collision & Glass is seeking a Performance Manager to lead operational improvements for Insurance Partner programs. You will collaborate with National Account teams, conduct audits, and drive WOW process adoption at shops to boost repair efficiency and client outcomes.

The role requires 3 years in collision repair, strong estimating and MIS skills, and a drive to improve scorecards and partner satisfaction. Travel may be required as needed.

Qualifications

• Post-secondary education or professional equivalent experience.
• 3 years previous experience in a collision repair environment or a similar role.
• 3 years Comprehensive knowledge of the Insurance Partner guidelines, procedures and Scorecard metrics.
• Complete understanding of the WOW Operating Way processes, with additional emphasis on estimator processes and responsibilities.
• Valid Driver’s License.

Responsibilities

• Supports achievement of operational and client metrics. Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership.
• Working to support a specific Insurance Partner(s) and/or within a geographical area, conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures to ensure repair facilities are operating best in class. Communicates/coaches on audit findings for improvement or best practices.
• Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway. May oversee performance improvement initiatives in repair centers that are currently not meeting company and key client expectations. In partnership with Market leadership, creates and implements operating initiatives that will improve repair centers performance.
• Works in partnership with the National Account team to understand client requirements and current performance levels for a specific Insurance Partner(s). Helps communicate to the divisional leadership team and at the shop level current performance and helps teams build improvement plans. Helps communicate performance information and associated improvement plans to Insurance Partners
• Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.
• Trains and coaches market and shop leaders on following WOW repair processes as it relates to estimatic areas focusing on increasing repair percentage, alternative parts utilization, fair judgment time and proper file documentation.
• Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans. Engages in Client calls to ensure understanding of current issues and to communicate important messages.
• Supports Regional and Market leadership for the training and implementation of Gerber’s processes and procedures related to new acquisitions.
• Extracts and analyzes data from the company’s internal data reporting tools.
• Monitors and evaluates scorecard performance for insurance partners. Works with Market leadership to establish oversight, training and coaching plans to improve performance.

Skills

Multi-tasking under pressure

Estimating process

Relationship building

Attention to detail

Communication

Organizational skills

Understanding shop metrics

Vehicle repairs practices

Scorecard metrics understanding

Education

Post-secondary education or professional equivalent experience

Valid Driver’s License

Tools

Estimating Systems

MIS (Management Information System)

Job description

Gerber Collision & Glass is seeking a Performance Manager to lead operational improvements for Insurance Partner programs. You will collaborate with National Account teams, conduct audits, and drive WOW process adoption at shops to boost repair efficiency and client outcomes.

The role requires 3 years in collision repair, strong estimating and MIS skills, and a drive to improve scorecards and partner satisfaction. Travel may be required as needed.