Sales and Service Manager

Jump-start your career with AAA Northeast! Take your leadership, sales, customer service, and operational skills to the next level by joining our branch team! Our Branch Manager II is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE!

Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you!

What you will do:

Sales Support and Staff Development:
• Manages the full employment life cycle for branch operations staff by overseeing hiring, onboarding, training, coaching, performance management, pay administration, and ongoing development. Builds a positive, collaborative, and accountable team environment through continuous feedback, clear expectations, and support for skill-building and professional success.
• Develops, implements, and monitors a comprehensive KPI plan designed to meet and exceed branch goals. Provides formal and informal coaching to ensure staff understand club products, member value propositions, and key performance drivers. Maintains daily awareness of branch performance, communicates progress to staff, and coaches toward the behaviors and competencies that drive results. Manages sales expectations continuously, and formally monthly, while aligning performance pacing to annual branch goals.

• Maintains awareness of sales goals, promotions, and initiatives across all business lines by staying informed of organizational priorities and communicating relevant information to staff. Fosters cross-departmental partnerships through collaboration and information sharing and serves as a liaison to ensure coordinated communication and operational alignment with other departments.
• Champions staff development and continuous learning by promoting skill-building, engagement, and pathways for growth within the branch, department, and broader organization. Encourages employees to pursue development opportunities and models for ongoing learning and professional growth.

Branch Governance, Alignment and Engagement:
• Ensures a unified and consistent branch experience across all business lines operating within the location-including branch operations, insurance, travel, financial services, and driving school-by upholding AAA Northeast standards, policies, and cultural expectations to deliver high-quality member and employee experiences.
• Maintains strong branch governance by consistently influencing operational standards, compliance practices, safety requirements, and service expectations across all business lines within the branch. Monitors daily execution, identifies gaps, and routinely communicates with business line management to preserve operational integrity and service excellence.
• Maintains awareness of organizational initiatives and expectations by staying informed of policies, procedures, and process updates, translating direction into clear expectations for branch employees, and communicating relevant guidance to insurance, travel, and other business-line partners within the location. Ensures timely adoption of new tools, programs, and procedures.
• Oversees daily branch execution with visibility and accountability by actively observing operations, reinforcing service and performance standards, and addressing issues in real time. Serves as the “eyes and ears” of the location, identifying concerns or opportunities and partnering with District Managers or business-line leaders to resolve cross-functional issues.
• Promotes a cohesive and engaged branch culture by modeling AAA Northeast leadership behaviors, fostering transparency, and reinforcing accountability, professionalism, and collaboration among branch employees and cross-functional partners. Drives continuous improvement by recognizing…