Roadside Assistance Territory Manager

Jobtailor; Newington (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

AAA is seeking a seasoned Roadside Assistance Program Liaison to grow contractor relationships, oversee vendor performance, and drive efficiencies across assigned facilities. You will support Emergency Roadside Assistance for members, gather eligibility data, and onboard new providers after approval.

The role requires travel within the territory and a valid driver’s license. Ideal candidates have strong experience in account/vendor management, complaints handling, and program training, with a

Qualifications

• Bachelor’s Degree or equivalent experience; degree may be substituted.
• 4+ years in account/vendor management, business consultation, or business ownership; or 8+ years in a dispatch role; or 5+ years in a fleet supervisory role with vendors/service providers.
• Valid driver’s license and good driving record; reside within commutable distance; frequent travel required.

Responsibilities

• Grow and manage contractor relationships to ensure delivery meets quality standards.
• Work with local contractors assisting AAA members with Emergency Roadside Assistance.
• Gather information to assist management in determining eligibility for Roadside Assistance participation.
• Handle onboarding of successful Roadside Assistance candidates after management approval.
• Protect the AAA brand by managing logo use and ensuring compliance throughout contractor relationships.
• Guide Roadside Assistance facilities to improve efficiencies and reduce costs.
• Promote and support Roadside Assistance, AAR, and Battery program participation.
• Conduct training sessions on Roadside Assistance procedures and program standards.
• Promote and support AAA equipment programs among assigned facilities.
• Investigate and resolve member complaints with Member Relations.
• Inspect vehicles, facilities, and equipment as needed to resolve member issues.
• Communicate with AAA members, Affiliate AAA Clubs, and contract facilities regarding service complaints and issues.
• Recruit Roadside Assistance facilities to adequately service the assigned territory.
• Respond to interested facilities and outline appropriate programs.
• Conduct equipment evaluations.
• Assist prospective Roadside Assistance owners with starting a new business.
• Analyze performance gaps and service issues and report findings to management.
• Investigate and resolve billing disputes with contract facilities.
• Manage projects with minimal supervision and support development of new or enhanced programs.
• Attend towing association meetings and trade shows.
• Perform other duties as assigned

Skills

Contractor Relationship Management

Complaint Handling

Operational Efficiency Improvement

Training and Development

Vendor Management

Education

Bachelor’s Degree

Job description

• Grow and manage contractor relationships to ensure delivery of Roadside Assistance meets or exceeds Quality Standards
• Work closely with local contractors assisting AAA members with Emergency Roadside Assistance
• Gather information and documentation to assist management in determining eligibility for Roadside Assistance participation
• Handle or assist with onboarding successful Roadside Assistance candidates after management approval
• Protect the AAA brand by managing logo use and ensuring compliance throughout contractor relationships
• Guide Roadside Assistance facilities to improve efficiencies and reduce costs
• Promote and support Roadside Assistance, AAR, and Battery program participation
• Conduct training sessions on Roadside Assistance procedures and program standards
• Promote and support AAA equipment programs among assigned facilities
• Investigate and resolve member complaints with Member Relations
• Inspect vehicles, facilities, and equipment as needed to resolve member issues
• Communicate with AAA members, Affiliate AAA Clubs, and contract facilities regarding service complaints and issues
• Recruit Roadside Assistance facilities to adequately service the assigned territory
• Respond to interested facilities and outline appropriate programs
• Conduct equipment evaluations
• Assist prospective Roadside Assistance owners with starting a new business
• Analyze performance gaps and service issues and report findings to management
• Investigate and resolve billing disputes with contract facilities
• Manage projects with minimal supervision and support development of new or enhanced programs
• Attend towing association meetings and trade shows
• Perform other duties as assigned

Requirements

• Bachelor’s Degree; equivalent experience may be considered in lieu of degree
• 4+ years’ experience in account or vendor management, business consultation, or business ownership role; or 8+ years’ experience in a dispatch role; or 5+ years’ experience in a fleet supervisory role that includes working with vendors/service providers/drivers
• Experience in complaint handling and arbitration techniques
• Valid driver’s license and good driving record
• Candidate must reside within a commutable distance from the assigned territory
• Frequent travel throughout the assigned territory required

Core Competencies

Demonstrates expertise in contractor relationship management, complaint resolution, and operational efficiency within Roadside Assistance programs. Proven ability to conduct training, analyze performance gaps, and support business development initiatives.

Highest-signal resume keywords

• Contractor Relationship Management
• Complaint Handling
• Operational Efficiency Improvement
• Training and Development
• Vendor Management

Hard Skills

• Account Management
• Business Consultation
• Fleet Supervision
• Performance Analysis
• Equipment Evaluation

Soft Skills

• Communication
• Problem Solving
• Interpersonal Skills

Certifications & Qualifications

• Valid Driver’s License

Industry Keywords

• Roadside Assistance
• Quality Standards
• Emergency Services
• Member Relations
• Business Ownership