Regional Client Manager

• Lead efforts to maximize operational performance for assigned insurance partners
• Collaborate across division, market and shop levels to improve operational metrics and client results
• Train, coach and develop operations teams on key performance drivers and Gerber business practices
• Adhere to Insurance Partner Direct Repair Program (DRP) requirements and guidelines
• Serve as the main point of contact for Insurance Partners and manage communication with operations teams
• Prepare audit reports using Domo and Client Score Cards to identify issues and communicate findings to leadership
• Conduct internal audits on insurance KPIs, estimating practices and WOW operating procedures
• Coach teams on audit findings, improvements and best practices
• Oversee performance improvement initiatives for repair centers not meeting expectations
• Create and implement operating initiatives with Market leadership
• Communicate performance information and improvement plans to leadership, shop teams and Insurance Partners
• Train and coach leaders on WOW repair processes, estimator practices, repair percentage, alternative parts utilization, fair judgment time and file documentation
• Participate in Regional and Market leadership calls and Client calls
• Support training and implementation of processes and procedures related to new acquisitions
• Extract and analyze data from internal reporting tools
• Monitor and evaluate insurance partner scorecard performance
• Establish oversight, training and coaching plans with Market leadership
• Recommend new operating initiatives 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 the Insurance Partner guidelines, procedures and Scorecard metrics
• Complete understanding of the Wow Operating Way processes, with additional emphasis on estimator processes and responsibilities
• Valid Driver's License
• Ability to manage a fast-paced environment and multitask while working under pressure
• Comprehensive knowledge of the estimating process
• Ability to build and maintain business relationships
• Strong attention to detail and a 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 the Management System (MIS) and Estimating Systems
• Ability to develop and maintain effective and professional working relationships with all levels of staff
• Some travel may be required in assigned markets or to support a specific insurance partner
• May be asked to support other markets as requested

Demonstrates expertise in operational performance improvement within the collision repair industry, with a strong focus on insurance partner guidelines, estimating processes, and effective communication. Capable of training and developing teams to enhance key performance metrics and client satisfaction.

• Collision Repair Experience
• Insurance Partner Guidelines Knowledge
• Wow Operating Way Processes
• Estimating Process Expertise
• Data Analysis and Reporting

• Operational Performance Improvement
• Audit Reporting
• Estimating Systems Knowledge
• Key Performance Indicator (KPI) Analysis
• Client Scorecard Metrics
• Repair Percentage Understanding
• Alternative Parts Utilization
• File Documentation
• Internal Audits
• Performance Improvement Initiatives

• Effective Communication
• Organizational Skills
• Attention to Detail
• Relationship Building
• Multitasking Under Pressure

• Valid Driver's License

• Collision Repair
• Insurance Partner Direct Repair Program (DRP)
• Repair Center Performance
• Client Expectations
• Vehicle Repair Practices

• Domo
• Management Information System (MIS)