Regional Client Performance Manager

Jobtailor; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Jobtailor in United States (New York) seeks a leader in operations to maximize performance for insurance partners within the collision repair sector. You will collaborate across divisions, train teams on WOW processes, and ensure DRP adherence while driving improvements across repair centers.

The role requires actionable data analysis, strong communication with leadership, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Post-secondary education or professional equivalent experience.
• 3 years 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 emphasis on estimator processes.
• Valid Driver's License.
• Ability to manage a fast-paced environment and multitask under pressure.
• Comprehensive knowledge of the estimating process.
• Ability to build and maintain business relationships.
• Strong attention to detail and accuracy.
• Willingness to travel as needed.

Responsibilities

• Lead efforts to maximize operational performance for assigned insurance partners.
• Collaborate across division, market and shop levels to improve operational metrics and client results.
• Train, coach and develop operations teams on key performance drivers and Gerber business practices.
• Adhere to Insurance Partner Direct Repair Program (DRP) requirements and guidelines.
• Serve as the main point of contact for Insurance Partners and manage communication with operations teams.
• Prepare audit reports using Domo and Client Score Cards to identify issues and communicate findings to leadership.
• Conduct internal audits on insurance KPIs, estimating practices and WOW operating procedures.
• Coach teams on audit findings, improvements and best practices.
• Oversee performance improvement initiatives for repair centers not meeting expectations.
• Create and implement operating initiatives with Market leadership.
• Communicate performance information and improvement plans to leadership, shop teams and Insurance Partners.
• Train and coach leaders on WOW repair processes, estimator practices, repair percentage, alternative parts utilization, fair judgment time and file documentation.
• Participate in Regional and Market leadership calls and Client calls.
• Support training and implementation of processes and procedures related to new acquisitions.
• Extract and analyze data from internal reporting tools.
• Monitor and evaluate insurance partner scorecard performance.
• Establish oversight, training and coaching plans with Market leadership.
• Recommend new operating initiatives to improve repair center performance.

Skills

Operational Performance Improvement

Data Analysis

Communication

Project Management

Stakeholder Management

Education

Post-secondary education or equivalent experience

Tools

Domo

MIS

Job description

• Lead efforts to maximize operational performance for assigned insurance partners
• Collaborate across division, market and shop levels to improve operational metrics and client results
• Train, coach and develop operations teams on key performance drivers and Gerber business practices
• Adhere to Insurance Partner Direct Repair Program (DRP) requirements and guidelines
• Serve as the main point of contact for Insurance Partners and manage communication with operations teams
• Prepare audit reports using Domo and Client Score Cards to identify issues and communicate findings to leadership
• Conduct internal audits on insurance KPIs, estimating practices and WOW operating procedures
• Coach teams on audit findings, improvements and best practices
• Oversee performance improvement initiatives for repair centers not meeting expectations
• Create and implement operating initiatives with Market leadership
• Communicate performance information and improvement plans to leadership, shop teams and Insurance Partners
• Train and coach leaders on WOW repair processes, estimator practices, repair percentage, alternative parts utilization, fair judgment time and file documentation
• Participate in Regional and Market leadership calls and Client calls
• Support training and implementation of processes and procedures related to new acquisitions
• Extract and analyze data from internal reporting tools
• Monitor and evaluate insurance partner scorecard performance
• Establish oversight, training and coaching plans with Market leadership
• Recommend new operating initiatives to improve repair center performance

Requirements

• 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
• Ability to manage a fast-paced environment and multitask while working under pressure
• Comprehensive knowledge of the estimating process
• Ability to build and maintain business relationships
• Strong attention to detail and a high degree of accuracy
• Effective verbal and written communication
• Well-developed organizational skills with the ability to prioritize
• Working knowledge of vehicle repair practices
• Understanding of key shop metrics, client expectations and their impact on overall financial performance
• Extensive knowledge of the Management System (MIS) and Estimating Systems
• Ability to develop and maintain effective and professional working relationships with all levels of staff
• Some travel may be required in assigned markets or to support a specific insurance partner
• May be asked to support other markets as requested

Demonstrates expertise in operational performance improvement within the collision repair industry, with a strong focus on insurance partner guidelines, estimating processes, and effective communication. Capable of training and developing teams to enhance key performance metrics and client satisfaction.

Highest-signal resume keywords

• Collision Repair Experience
• Insurance Partner Guidelines Knowledge
• Wow Operating Way Processes
• Estimating Process Expertise
• Data Analysis and Reporting

Hard Skills

• Operational Performance Improvement
• Audit Reporting
• Estimating Systems Knowledge
• Key Performance Indicator (KPI) Analysis
• Client Scorecard Metrics
• Repair Percentage Understanding
• Alternative Parts Utilization
• File Documentation
• Internal Audits
• Performance Improvement Initiatives

Soft Skills

• Effective Communication
• Organizational Skills
• Attention to Detail
• Relationship Building
• Multitasking Under Pressure

Certifications & Qualifications

• Valid Driver's License

Industry Keywords

• Collision Repair
• Insurance Partner Direct Repair Program (DRP)
• Repair Center Performance
• Client Expectations
• Vehicle Repair Practices

Tools & Technologies

• Domo
• Management Information System (MIS)