Strategic Vendor & Field Operations Lead

AAA; Chino (CA); Sur place; USD 80 000 - 107 000; Plein temps

Avantages offerts par ce poste

Health coverage for medical, dental, v

401(K) matching and Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Résumé du poste

The Automobile Club of Southern California is seeking an Automotive Services Vendor Manager to oversee field operations and contractor relations across a diverse California territory, including high-volume urban areas and remote regions.

This role focuses on driving performance, ensuring consistent roadside assistance delivery, coaching station staff, and upholding contract terms while navigating geographic and operational challenges. Travel across the Chino market is required.

Qualifications

• 4-year college degree or equivalent combination of education and work experience required.
• 5 years of vendor management, operational, field, and/or relationship-management experience required, including management of work teams.
• Demonstrated ability to manage complex contractor/vendor relationships, establish accountability, influence performance, and effectively support operational change.
• Prior experience developing recommendations and formal business proposals, as well as successful negotiations and complaint resolution, required.
• Strong analytical and problem-solving skills, including demonstrated ability to analyze operational performance data, identify trends and root causes, and translate findings into actionable recommendations.
• Professional verbal and written communication skills required, including excellent presentation and relationship-management skills.
• Demonstrated proficiency in Outlook, Word, Excel, and PowerPoint required. Experience with Salesforce and Tableau preferred.
• Ability to effectively manage multiple priorities and make sound operational decisions within a large and geographically diverse field territory.
• Ability to build and maintain effective working relationships with Independent Contract Station owners, internal business partners, fellow CSR team members, and leadership.
• Must possess a valid driver’s license, reliable transportation and have the ability to travel extensively throughout the assigned territory, including rural and remote service areas.

Responsabilités

• Ensure consistent delivery of legendary service to all AAA members and customers through our Independent Contract Stations.
• Develop and maintain strong working relationships with Independent Contract Station owners, managers, dispatchers, and technicians to support operational performance and the member experience.
• Provide comprehensive guidance to station owners and staff on performance thresholds, business practices, technician training, service quality, and overall operational performance.
• Maintain and uphold the terms and conditions of contractual agreements between the Auto Club and Independent Contractors.
• Research, analyze, and interpret station and market performance data to identify trends, performance gaps, and opportunities for improvement. Collaborate with providers to identify root causes and develop and implement targeted improvement strategies.
• Monitor key operational performance measures, including Service Quality, response times, call acceptance and completion, battery performance, technician performance, and other established ERS metrics.
• Meet and review performance with Independent Contract Stations throughout the assigned territory through consistent station visits and field engagement.
• Inspect and evaluate station locations, verifying that facilities, vehicles, equipment, and technician appearance comply with Club standards.
• Perform mystery shopping, technician ride-along’s, and field observations to identify coaching opportunities and enhance the member experience.
• Investigate, document, and resolve member and customer service issues as required.
• Monitor station coverage, capacity, and technician deployment to ensure response-time requirements are achieved, and adequate service is available throughout the assigned territory.
• Evaluate call volume, provider capacity, technician staging, geographic coverage, and service demand to identify opportunities to improve operational efficiency and member response.
• Manage provider performance and service delivery across a geographically diverse territory, balancing the needs of high-volume metropolitan contractors with rural and remote providers where distance, coverage, capacity, and contractor viability may require different operational strategies.
• Prepare formal business proposals and recommendations regarding operational changes, provider coverage, call-volume assignments, and other Contract Station initiatives.
• Collaborate with fellow Contract Station Relations team members, dispatch departments, and other internal business partners to ensure effective service delivery and resolve coverage, operational, and area concerns as needed.
• Support Independent Contract Stations with the implementation and adoption of new technology, training, programs, and operational processes designed to improve efficiency, service delivery, and the member experience.
• Promote a culture of safety, accountability, collaboration, continuous improvement, and member-first service throughout the Independent Contract Station network.

Connaissances

Vendor management

Operational leadership

Data analysis

Communication

Formation

Bachelor's degree

Outils

Outlook

Excel

PowerPoint

Word

Salesforce

Tableau

Description du poste

The Automobile Club of Southern California is seeking an Automotive Services Vendor Manager to oversee field operations and contractor relations across a diverse California territory, including high-volume urban areas and remote regions.

This role focuses on driving performance, ensuring consistent roadside assistance delivery, coaching station staff, and upholding contract terms while navigating geographic and operational challenges. Travel across the Chino market is required.