Regional Client Performance Manager

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

Built with Intent. Driven by YOU. At the

Company: Gerber Collision & Glass

Great Teams Don’t Happen by Accident Built with Intent. Driven by YOU. At the Gerber Collision & Glass, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

Our Commitment The Boyd Group welcomes unique talents from all backgrounds and characteristics. We act with integrity and appreciate the diverse perspectives that make our "Greater Team" exceptional. Qualified individuals, including those with disabilities and Protected Veterans, are encouraged to apply.

Job Description

Job Summary:

Working within the Client Support Organization and in close partnership with the National Account Team, the Performance Manager is primarily responsible for leading efforts to maximize operational performance for assigned Insurance Partner(s). Working collaboratively at the division, market and shop levels the Performance Manager focuses on improving overall metrics and client results. The performance manager will apply a systematic approach to training, coaching and developing operations teams to improve the key performance drivers of Gerber’s core business practices while adhering to the requirements and guidelines of our Insurance Partners Direct Repair Program (DRP). Additionally, the Performance Manager serves as the main point of contact for the Insurance Partners and manages communication with the operations team as needed.

Key Job 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 Partners 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 oversees 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.

In collaboration with Operations leaders, may recommend new operating initiatives that will improve repair center performance.

Education And/or Experience Required

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

Required Skills/Abilities

Effectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressure

Comprehensive knowledge of the estimating process

Excels at building and maintaining business relationships

Strong attention to detail and a high degree of accuracy

Communicate effectively, both verbally and in writing

Well-developed organizational skills with the ability to prioritize

Working knowledge of vehicle repairs practices

Understand key shop metrics, client expectations and how they impact the company’s overall financial performance

Extensive Knowledge of the Management System (MIS) and Estimating Systems

Develop and maintain effective and professional working relationships with all levels of staff within the organization.

Other Requirements

Some travel may be required in the Performance Managers assigned markets or to support a specific insurance partner

Performance Managers may be asked to support in other markets as requested.

Benefits That Drive Your Success

• Annual Paid Time Off (PTO) plans
• 2 weeks of Paid Parental Leave for Full time Employees who work a minimum of 30 hours per week
• 6 paid holidays annually
• Medical, Prescription Drug, Dental & Vision Insurance effective Day 1
• 401(k) Retirement Plan with company match
• Employer Paid Short-Term Disability & Life Insurance
• Additional Voluntary Life Insurance
• Continuing Education Opportunities
• Free Prescription or Non-Prescription Safety Glasses annually
• Annual Voluntary Uniform Stipend
• Voluntary Daily Pay option available

About Us

Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. Please visit gerbercareers.com to learn more about our company.

AI Disclosure Statement

At The Boyd Group and all affiliated companies, we do not use artificial intelligence (AI) or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.

Compensation Details

$100,000 - $120,000 / year