Automotive Field Operations Manager

Responsibilities

• Responsible for securing and maintaining a stable network of quality 24/7 Emergency Roadside service providers to render roadside assistance to members and customers.
• Ensures Vendor Relations Managers achieve organizational goals for service quality, growth and cost-efficiency.
• Oversees the operation of ERS Fleets, in the Tidewater, Virginia Area.
• Involves collaboration with the Vice President, Automotive Services and other business unit management to develop strategy, initiatives and implementation processes to achieve organizational goals and remain competitive in the marketplace.
• Responsible for operations in Virginia and Alabama.
• Works with upper-level management in other business units on difficult and complex actions that may have escalated from the field.
• Requires strong knowledge of contract law, Club policy and procedures, business precedents and practices.
• Responsible for planning new initiatives, which requires making key decisions along the path from concept, implementation, and post review.

• 7+ years management experience with an emphasis on customer service required
• Previous management of other managers and work teams preferred
• Previous experience in management of large external vendor networks preferred
• Excellent verbal and written communication skills
• General management, organizational and time management skills
• Previous experience preparing and analyzing financial reports, developing cost-benefit models and creating detailed written proposals/recommendations
• Knowledge of contract law, regulations and management of contractor networks and service quality assurance practices
• Proficiency in Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access
• Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile liability insurance required
• Extensive travel required, as well as the ability to be on call and available twenty-four hours a day, seven days a week.

• contract law
• financial report analysis
• cost-benefit modeling
• service quality assurance

• customer service
• management
• organizational skills
• time management
• verbal communication
• written communication

• Valid Driver License