Wilmington, DE (Job Posting)
Full time
44719
AAA Club Alliance is hiring for an Operations Performance Reporting Specialist to join our team! The Specialist is responsible for analyzing, monitoring and improving the efficiency and effectiveness of the Membership business line operations at AAA Club Alliance. This role uses data-driven approaches to develop operational performance insights that evaluate and enhance outcomes to optimize workflows, reduce costs, improve member experiences, and support overall business objectives by ensuring operational excellence.
What We Offer:
As part of our team, you’ll enjoy a total rewards package designed to support your well-being, growth, and work-life balance. Our package includes:
- Competitive annual salary; the starting base compensation for this position is: $58,043-$84,579*
- Annual Bonus Eligibility
- Hybrid schedule (3 days on-site weekly)
- Comprehensive health benefits package
- Generous accrued paid time off + 8 paid holidays
- 401(K) plan with company match up to 7%
- Professional development opportunities and tuition reimbursement
- Paid time off to volunteer & company-sponsored volunteer events throughout the year
- Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Life Insurance and Short Term/Long Term Disability
- The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.
Primary Responsibilities:
- Quantify the effectiveness, adoption, efficiency gains, financial outcomes, and member impact of operational initiatives from launch through ongoing optimization.
- Define KPIs, baselines, targets, and success measures for Membership Operations programs and process enhancements including but not limited to auto-renewal penetration, billing fulfillment and payment acceptance performance, digital adoption, and member experience.
- Use complex datasets, ad hoc analysis, and performance reviews to explain what is working, what is not, and which operational priorities should be addressed next.
- Automate reporting and improve visibility into operational performance to reduce manual tracking and support timely decisions on process, payment, billing, and member-facing improvements.
- Build and maintain Power BI dashboards, scorecards, data models, and recurring performance views that track program outcomes, efficiency gains, defects, payment success, and billing effectiveness.
- Analyze trends, risks, bottlenecks, defects, payment or billing friction, and member experience impacts to identify where operational action is needed.
- Support business use cases, opportunity sizing, and performance tracking for operational programs, payment and billing improvements, and member experience initiatives.
- Create pre- and post-implementation measurement plans that capture baselines, success criteria, variance analysis, and recommendations for next-step optimization.
- Lead and contribute to ongoing projects focused on SOP improvements, training enhancements and technology implementation, ensuring initiatives are executed with rigor and delivered on time.
- Prepare and present operational callouts, finding and recommendations to leadership during business reviews, communicating complex information clearly and with appropriate context.
- Cross-functional collaboration across multiple business sales and service support areas such as IT and data teams for data accessibility, verification, and governance needs.
- Other duties as assigned.
Minimum Qualifications:
- 5+ years of experience in business intelligence, operational reporting, performance management, data analytics, or related operational roles.
- 3+ years of experience with data modeling, data visualization best practices
- 3+ years of experience in Membership, Subscription, Financial Services, Insurance, or Customer Operations environments.
- SQL MCTS, Google Cloud BigQuery, Power BI related certifications preferred.
- Lean Six Sigma certification preferred.
- Advanced knowledge of Microsoft Office Products (Word, Excel, Powerpoint, Visio)
Knowledge Skills and Abilities:
- Ability to work independently in fast paced environment with competing priorities, excellent oral and written communication skills and the ability to interpret end-user needs.
- Ability to work and influence across levels of management, translating complex ideas and concepts into actionable recommendations for improvement.
- Experience translating business requirements into reporting solutions.
- Strong analytical, problem-solving, and communication skills.
- Project management experience.
- Excellent presentation skills and experience in management level presentations.
Full time Associates are offered a comprehensive benefits package that includes:
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
- And MORE! Check out our Benefits Page (https://cluballiance.aaa.com/careers/benefits) for more information
ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
Job Category:
Customer Service
Work from home or remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia.
AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly 7.4 million members in 13 states including Washington, D.C. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.
We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while growing their own career. So that leaves one question, are you ready to make a difference? (https://cluballiance.aaa.com/about/careers?pcrdl=true)
Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Associate referral process!
We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can learn more about our benefit offerings here (https://cluballiance.aaa.com/careers/benefits) .
AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to jobs@aca.aaa.com.