GM, Member Programs

Company:

Driven Brands The Automotive Training Institute (ATI), the largest coaching and training company for Owners of Independent Repair Shops in the US and Canada. With over 1700 shops actively engaged in our program, we provide coaching, training and the largest buying program in the automotive aftermarket for Independent Shop Owners. Our members have cumulatively increased their Gross Profits by almost $3.0 Billion dollars through the ATI program.

JOB DESCRIPTION:

The

General Manager, Member Programs (GM)

serves as the business owner for ATI’s portfolio of member-facing programs, including coaching, training, peer groups, MSO programs, member onboarding and advisory services. The GM is accountable for the portfolio’s financial performance, strategic direction, member outcomes, and continuous improvement. The GM will establish portfolio priorities, financial commitments, performance expectations and investment recommendations, and will lead ATI’s member advisory and escalation efforts.

This role partners with leaders of Coaching and Training, Peer Groups and MSO Programs to create and deliver a coordinated ownership for improved member experience.

Lead ATI’s member-program portfolio as one coordinated business, with clear strategy, financial targets, member outcomes and an integrated roadmap for program evolution.

Build and manage a program performance framework that tracks financial results, utilization, member engagement, satisfaction, retention influence, delivery quality, and investment opportunities.

Develop annual and quarterly plans for member programs, including goals, budgets, priorities, innovation roadmap, talent needs, and expected business outcomes.

Establish portfolio scorecards and monthly business reviews; driving accountability for plans, results and improvement actions Identify gaps, overlap and disconnected member experiences across programs and work with functional leaders to resolve them.

Own ATI's enterprise-wide member escalation and resolution process, ensuring member concerns are addressed quickly, root causes are resolved permanently, and insights are translated into operational, program, and service improvements.

Partner with Finance to establish meaningful program-level reporting and decision support frameworks.

Partner with Technology to identify systems and tools that improve measurement, delivery, personalization, and scalability.

Partner with Marketing and Sales to ensure programs are differentiated, clearly positioned and connected to ATI’s growth and retention strategy.

Lead strategic reviews of existing offerings and recommend changes that improve member value, competitive differentiation, efficiency, and profitability.

Serve as a senior leader who helps ATI become a stronger, more competitive company by improving the quality, relevance, measurement, and financial performance of its member offerings.

Clear ownership, governance, decision-making processes and financial accountability across ATI’s member program portfolio.

Improved program profitability, resource allocation, utilization, and investment discipline.

Improved member outcomes, engagement, satisfaction, retention, and program quality.

A high-performing operating model that creates alignment, accountability, and measurable results across all member program functions.

A defined innovation roadmap that helps ATI refine current offerings, test new concepts, and build a stronger competitive position.

20+ years of progressive experience leading business units, member programs, customer success or professional service teams in franchise, automotive, or multi-location service organizations, with strong operational, financial, and team leadership…