Regional Client Manager

Job Summary

The Performance Manager operates within the Client Support Organization, partnering closely with the National Account Team to lead efforts that maximize operational performance for assigned insurance partners. Working collaboratively at division, market, and shop levels, the manager focuses on improving overall metrics, client results, and operational efficiency through training, coaching, and data‑driven initiatives.

• Support the achievement of operational and client metrics by preparing concise audit reports using Domo and Client Score Cards.
• Conduct internal audits on insurance KPIs, estimating practices, and WOW operating procedures to ensure repair facilities operate at best‑in‑class levels.
• Develop an understanding of key client expectations and metrics, overseeing performance improvement initiatives in repair centers that are not meeting company and client expectations.
• Collaborate with the National Account team to understand client requirements, current performance, and communication of improvement plans to divisional and shop leadership.
• Communicate performance information to Regional leadership and assist with improvement plan development and follow‑up.
• Train and coach market and shop leaders on WOW repair processes, focusing on increasing repair percentage, alternative parts utilization, fair judgment time, and proper file documentation.
• Participate in Regional and Market leadership calls to share successes, deficiencies, and improvement plans, and engage in client calls to ensure issue understanding.
• Support training and implementation of Gerber’s processes for new acquisitions.
• Extract and analyze data from the company’s internal reporting tools.
• Monitor and evaluate scorecard performance for insurance partners, establishing training and coaching plans with market leadership to drive improvement.
• Recommend new operating initiatives, in collaboration with Operations leaders, to improve repair center performance.

• Post‑secondary education or professional equivalent experience.
• 3 years previous experience in a collision repair environment or a similar role.
• 3 years comprehensive knowledge of insurance partner guidelines, procedures, and Scorecard metrics.
• Complete understanding of Wow Operating Way processes, with emphasis on estimator processes and responsibilities.
• Valid driver’s license.

• Ability to function well in a high‑paced, stressful environment and demonstrate strong communication skills.
• Effectively manage a fast‑paced environment, demonstrating multi‑tasking ability under pressure.
• Comprehensive knowledge of the estimating process.
• Excellent at building and maintaining business relationships.
• Strong attention to detail and high degree of accuracy.
• Effective verbal and written communication.
• Well‑developed organizational skills with the ability to prioritize.
• Working knowledge of vehicle repair practices.
• Understanding of key shop metrics, client expectations, and their impact on overall financial performance.
• Extensive knowledge of Management System (MIS) and estimating systems.
• Capability to develop and maintain professional working relationships at all staff levels.

• Travel up to 40% annually, or as required for assigned markets and specific insurance partners.
• Ability to lift 35 pounds or more.
• Capability to support additional markets as requested.

• Annual Paid Time Off (PTO) plans.
• 2 weeks of paid parental leave for full‑time employees working a minimum of 30 hours per week.
• Six paid holidays annually.
• Medical, prescription drug, dental, and vision insurance effective Day 1.
• 401(k) retirement plan with company match.
• Employer‑paid short‑term disability and life insurance.
• Additional voluntary life insurance.
• Continuing education opportunities.
• Free prescription or non‑prescription safety glasses annually.
• Annual voluntary uniform stipend.
• Voluntary daily pay option available.

The Boyd Group welcomes unique talents from all backgrounds and characteristics. We act with integrity and appreciate the diverse perspectives that make our "Greater Team" exceptional. Qualified individuals, including those with disabilities and protected veterans, are encouraged to apply.

Salaried: $82,245.24 – $ USD annually. Supplemental pay may be available through bonus opportunities tied to individual or business initiatives.

At The Boyd Group and affiliated companies, we do not use artificial intelligence or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.