The Director, Automotive Services Operations works collaboratively across all areas of member service delivery channels within Automotive Services and leverages subject matter expertise and business data to optimize service levels within the market and drive member satisfaction. Performs special projects and drives strategic initiatives across all areas of Automotive Services.
Functions as the market owner/leader for Automotive Services process and delivery, in assigned market, directing and coordinating the operational activities of Automotive Services functions to drive member satisfaction, streamline service delivery and ensure appropriate levels of engagement among staff.
Oversees Reporting & analytics, Project Management and execution of strategic initiatives of Automotive Services Operations. Leverages data analyses to improve service levels, drive key initiatives, and increase efficiencies.
Partners with and works through colleagues and peers in Call Center, Fleet Operations, Approved Auto Repair, Contractors, and other areas to achieve objectives.
Leads and promotes a team oriented environment within Call Center, Fleet Operations, Field Operations, Dispatch and Automotive support departments to coordinate the internal and external phases of service delivery. Identifies opportunities to improve communication, timeliness and quality of service delivery. Determines information needs and analyzes data to determine trends, potential bottlenecks, opportunities for efficiency, and recommends most efficient deployment of resources. Reviews member feedback and procedural changes prior to implementation to assess feasibility to ensure the highest level of member service and to identify areas for service improvement.
Participates in the Business Line strategic planning, annual operational planning, budgeting, and resource planning processes to enable achievement of objectives.
Ability to ramp up quickly, learn the operation and understand details that link key partners in service delivery (AAR, Contractor Network, Fleet, Dispatch and Call Center) to each other, determining key points of contact and how best to leverage relationships in the future.
• Bachelor's degree and 10 to 15 years' experience required and an MBA preferred
• PMP, Lean or Six-Sigma certification preferred
• 10 plus years of experience managing a complex operations oriented function
• 10plus years of experience working in a service oriented matrix environment: 24/7 operation.
• 5 to 7 years of experience responsible for the oversight of complex projects.
• Relationship Building
• Business Acumen
• Operations Management
• Managing Multiple Priorities
• Influencing Others
• Resource Management
• Customer Service Orientation
• Analytical Thinking
• Project Management
• Managing through systems
• Influence and negotiation
AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Southern New England employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.