Sales and Service Manager (60415)

AAA Northeast; Framingham (MA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) company match

Free AAA membership

Paid vacation

Paid holidays

Sick pay

Incentives

Job summary

AAA Northeast in Framingham, MA seeks a Branch Manager II to lead and develop branch staff, drive sales performance, and ensure exceptional member service. The role emphasizes governance, cross-functional collaboration, and continuous improvement in a dynamic, daytime schedule.

You will oversee hiring, onboarding, training, KPI monitoring, and alignment with AAA standards while delivering a premier member experience across all services offered at the location.

Responsibilities

• Sales Support and Staff Development: Oversees hiring, onboarding, training, coaching, performance management, and ongoing development.
• Monitors branch performance, coaching toward KPIs and sales goals, and communicates progress to staff.
• Promotes cross-departmental collaboration and alignment with organizational priorities.
• Champions staff development and continuous learning, encouraging growth within the team.
• Maintains branch governance, compliance, safety, and service standards across all business lines.
• Oversees daily branch execution, identifies issues, and partners with leadership to resolve cross-functional concerns.
• Delivers a high-quality member experience across in-person and phone interactions.
• Manages Registry and TSA services, ensuring accuracy and compliance with relevant laws.
• Provides accurate information to members about products, services, and partnerships.
• Listens to uncover member needs and concerns to build trust and understanding.

Job description

Work schedule:

Monday-Friday 8:30am-5:30pm; 40 hours per week. At least 2 Saturdays per month 8:30am-1:30pm; when working a Saturday, can opt for a full or 1/2 day off during the M-F workweek. *At times, business needs may require an earlier arrival and/or later departure.

Jump-start your career with AAA Northeast! Take your leadership, sales, customer service, and operational skills to the next level by joining our branch team! Our Branch Manager II is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE! Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you!

What You Will Do

• Sales Support and Staff Development:
• Manages the full employment life cycle for branch operations staff by overseeing hiring, onboarding, training, coaching, performance management, pay administration, and ongoing development. Builds a positive, collaborative, and accountable team environment through continuous feedback, clear expectations, and support for skill-building and professional success.
• Develops, implements, and monitors a comprehensive KPI plan designed to meet and exceed branch goals. Provides formal and informal coaching to ensure staff understand club products, member value propositions, and key performance drivers. Maintains daily awareness of branch performance, communicates progress to staff, and coaches toward the behaviors and competencies that drive results. Manages sales expectations continuously, and formally monthly, while aligning performance pacing to annual branch goals.
• Maintains awareness of sales goals, promotions, and initiatives across all business lines by staying informed of organizational priorities and communicating relevant information to staff. Fosters cross-departmental partnerships through collaboration and information sharing and serves as a liaison to ensure coordinated communication and operational alignment with other departments.
• Champions staff development and continuous learning by promoting skill-building, engagement, and pathways for growth within the branch, department, and broader organization. Encourages employees to pursue development opportunities and models for ongoing learning and professional growth.
• Branch Governance, Alignment and Engagement:
• Ensures a unified and consistent branch experience across all business lines operating within the location-including branch operations, insurance, travel, financial services, and driving school-by upholding AAA Northeast standards, policies, and cultural expectations to deliver high-quality member and employee experiences.
• Maintains strong branch governance by consistently influencing operational standards, compliance practices, safety requirements, and service expectations across all business lines within the branch. Monitors daily execution, identifies gaps, and routinely communicates with business line management to preserve operational integrity and service excellence.
• Maintains awareness of organizational initiatives and expectations by staying informed of policies, procedures, and process updates, translating direction into clear expectations for branch employees, and communicating relevant guidance to insurance, travel, and other business-line partners within the location. Ensures timely adoption of new tools, programs, and procedures.
• Oversees daily branch execution with visibility and accountability by actively observing operations, reinforcing service and performance standards, and addressing issues in real time. Serves as the “eyes and ears” of the location, identifying concerns or opportunities and partnering with District Managers or business-line leaders to resolve cross-functional issues.
• Promotes a cohesive and engaged branch culture by modeling AAA Northeast leadership behaviors, fostering transparency, and reinforcing accountability, professionalism, and collaboration among branch employees and cross-functional partners. Drives continuous improvement by recognizing strong performance, addressing gaps, and reinforcing an employee and member-focused culture.
• Member Service:
• Enures a consistently high-quality member experience by actively overseeing daily branch service delivery across all business lines, both in-person and over the phone. Handles escalated member issues, manages wait times, monitors staff-member interactions, ensures office readiness (including merchandise and materials), and directly services members as needed to support timely and effective transactions.
• Monitors and oversees the delivery of Registry and TSA services, ensuring appropriate staffing, workflow execution, and adherence to all service, security, and regulatory standards. Performs Registry Services and/or TSA transactions as needed, including the secure handling and processing of confidential documents and accurate data entry into required systems. Ensures applications and forms are reviewed for completeness and accuracy, both in person and over the phone, in compliance with applicable laws, regulations, and organizational requirements.
• Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships. Maintains department service standards by supporting in-person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other club-supported offerings.
• Listens actively to uncover member needs and concerns by engaging in meaningful, professional conversations that build trust and understanding. Speaks comfortably and confidentially with members when addressing complex situations. Ensuring