Job Summary:
The Operations Manager position is responsible for ensuring the success of the Company’s business development strategy in an assigned territory or region while directly managing the battery delivery staff of Service Route Representatives (SRRs). This position will require occasional travel throughout the CAUS Territory. Business needs may require regular time away from home including overnight/working outside of normal business hours.
This position is key to the effective delivery of the Club Assist operations and service offerings to our customers and as such, this position requires an individual who is prepared to work within all areas of the business including hands-on leadership and proactive management.
Supervisory Responsibilities:
- Monitor SRR and SRM vehicle reporting weekly and provide coaching/discipline as needed or directed by Club Assist safety department.
- Responsible for hiring, training, performance management, direction, and supervision of direct report, Service Route Representatives, Service Route Managers and Service Route Trainers
Duties/Responsibilities:
- Responsible for meeting sales budget and assigned key performance indicators (KPI’s) for their area of responsibility.
- Responsible for performing, at minimum, an annual SRR route efficiency review for all assigned SRR’s and SRM’s.
- Identify and resolve specific issues related to inventory management practices, sales performance, warranty administration, driver training and/or performance management.
- At a minimum, perform semi-annual consignment versus sales reviews for all assigned battery service providers and provide adjustment recommendations to AAA Club field staff and direction to assigned SRR’s and SRM’s.
- Ensure SRR Department of Transportation (DOT) and internal Club Assist safety compliance for all assigned SRR’s and SRM’s.
- At a minimum, perform 2 vehicle safety audits per year for every assigned SRR and/or SRM.
- Conduct fleet vehicle reviews related to product loading and capacity and provide options for assigned routes.
- Identify market trends and introduce new battery product options to AAA Club for approval/consideration.
- Develop local and district management business relationships with battery manufacturer and 3rd party product storage contacts within the assigned region.
- Manage 3rd party battery product delivery/distribution and resolve any related issues or concerns.
- Establish and maintain the annual SRR and SRM vacation calendar and ensure adequate coverage at all times building flexibility and contingency into the schedule.
- Actively contribute ideas and suggestions to mitigate risk and improve Health and Safety performance within the area of responsibility.
- Promptly report all accidents/incidents/near misses to Club Assist Safety department, participating in any associated accident investigations and assist in successfully and expeditiously implementing any corrective action required.
- Responsible for ensuring the Club Assist brand is promoted at every opportunity in a positive and professional manner.
Required Skills/Abilities:
- Bachelor’s Degree, Mechanical Trade Qualifications or equivalent experience
- Experience in leading an operational service business.
- Successful track record managing an operational team and influencing stakeholders.
- Track record in engaging and influencing senior leadership and management teams to drive growth and deliver change programs effectively.
- Track record of delivering outstanding customer service levels.
- High-level expertise in a variety of the field's concepts, practices, and procedures.
- Engage and influence the work of others.
- Demonstrate a wide degree of creativity and latitude.
- Experience within the automotive industry, roadside service, or mobile services will be viewed favorably.
- Able to review data, market conditions, and opportunities to make sound decisions and judgments.
- Good communication skills – verbal & written leading to high levels of confidence.
Physical Requirements and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
When completing visits or ride-along in the field:
- Ability to sit for extended periods while operating a commercial vehicle.
- Frequent standing, walking, bending, kneeling, and climbing in and out of the truck.
- Ability to lift, carry, transfer and maneuver batteries and other materials weighing between 50-75 lbs. consistently throughout the shift and all stops.
- Frequent bending, and use of legs, hands, and arms to operate warehouse equipment, and secure loads.
- Use of a tablet and mobile phone for routing, customer communication, and documentation.
- Must have sufficient vision, depth perception, and hearing to safely operate a vehicle and warehouse equipment in various conditions.
When at Home Office:
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to use standard office equipment such as a computer, keyboard, and mouse.
- Occasional lifting of office supplies and materials.
Travel
- Regular travel within the region, occasional travel within Club Assist territory.
- Half of the time spent traveling by car.
- May need to work extended hours based on business needs, with some occasional air travel required.
Work Environment
- Time split between home office on a computer, or on the road meeting with Team or Customers.
- Frequent participation in both in-person and virtual meetings.
- Support operations and customers in various environments, including warehouses and outdoor settings.
EEO Statement The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
This job description is not an employment agreement or contract. Executive leadership has the exclusive right to alter this job description at any time without notice. These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job. The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies.