Regional Client Performance Leader—Partner Excellence

Glass America; Buffalo (NY); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Annual PTO

Parental Leave

Holidays

Insurance from Day 1

401(k) with company match

Disability & Life Insurance

Continuing Education

Uniform stipend

Daily Pay option

Job summary

Gerber Collision & Glass is seeking a Performance Manager to lead efforts to maximize operational performance for Insurance Partners. You will work with National Account and Shop teams to improve metrics, train operations, and ensure compliance with DRP guidelines.

The role focuses on auditing, coaching, and implementing initiatives to raise repair center performance and client satisfaction across regions.

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
• Conducts internal audits on insurance KPIs, estimating practices and WOW procedures to ensure repair facilities operate best in class. Coaches on audit findings for improvement or best practices
• Develops understanding of client expectations and metrics; oversees improvement initiatives in repair centers not meeting expectations; partners with Market leadership to implement initiatives
• Communicates requirements and performance levels to leadership; helps teams build improvement plans and reports to Insurance Partners
• Trains and coaches market and shop leaders on WOW repair processes related to estimatics to increase repair percentage and proper file documentation
• Participates in regional/market calls to share improvements and plan actions; engages with clients to communicate issues and messages
• Supports training and implementation of Gerber’s processes for new acquisitions
• Extracts/analyzes data from internal reporting tools
• Monitors scorecard performance for insurance partners and aids in oversight and coaching plans
• May recommend new operating initiatives in collaboration with Operations leadership

Skills

Fast-paced environment

Estimating process

Relationship building

Attention to detail

Communication

Organization

Vehicle repair practices

Shop metrics

MIS/Estimating Systems

Staff relationships

Tools

MIS

Estimating Systems

Job description

Gerber Collision & Glass is seeking a Performance Manager to lead efforts to maximize operational performance for Insurance Partners. You will work with National Account and Shop teams to improve metrics, train operations, and ensure compliance with DRP guidelines.

The role focuses on auditing, coaching, and implementing initiatives to raise repair center performance and client satisfaction across regions.