This position provides field management to contracted Emergency Road Service (ERS) providers through the employment of relationship building techniques and the effective communication, coaching, tutoring and mentoring of sound business and financial practices, as well as Club philosophies, policies and procedures. Successful field management ensures a stable service delivery network providing "Totally Satisfied" roadside assistance to AAA members and other customers.

A successful Automotive Services Field Supervisor is a key member of the Contract Station Relations (CSR) team and helps ensure the consistent delivery of roadside assistance to AAA members by providing field support, operational oversight, and performance management to Independent Contract Stations within Emergency Roadside Service (ERS). 

The current assignment supports the Costa Mesa market, one of the organization’s largest, most diverse, and operationally demanding territories. Covering all of Orange County and portions of western Los Angeles County, the market presents unique operational challenges associated with dense urban populations, heavy traffic volume, and a broad provider network. The position requires the ability to effectively manage varying contractor business models, service demands, geographic challenges, and operational needs across a complex territory. 

As part of the broader Southern California Contract Station Relations team, Field Supervisor market assignments may evolve based on business and operational needs. 

Responsibilities include: 

• 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.

Qualifications: 

• 4-year college degree or equivalent combination of education and work experience required. 

• 5 years of demonstrated 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.