Job Title: Manager, Partner Network

Location: Dartmouth, Nova Scotia or Saint John, New Brunswick

TP-CAA-7821

CAA Atlantic is an award-winning, not-for-profit membership organization that offers emergency roadside assistance, insurance, travel and rewards. CAA Atlantic has more than doubled in size in the past 10 years and now serves more than 319,000 Members in all four Atlantic provinces. Headquartered in Saint John, N.B., CAA Atlantic is part of the national CAA federation with over six million Members. CAA is one of the largest, most trusted and respected consumer-based organizations in Canada.

Now, during an exciting time of growth and transformation for the organization, we are searching for a Manager, Partner Network to join CAA in Dartmouth, Nova Scotia, or Saint John, New Brunswick.

Role Description

Reporting to the Director of Roadside Operations, the Manager, Partner Network is an exciting opportunity to manage the relationships, recruitment, selection, and performance management of CAA Atlantic's Service Provider Network (SPN) and Approved Auto Repair Service (AARS) facilities. Overseeing a network of 150+ mobile service providers with an expenditure of over $15 million annually, and 50+ Approved Auto Repair Service facilities, this role ensures service excellence, safety advocacy, and member value across all partnerships.

Your responsibilities will include:

• Provide feedback to Owner/Operators using contracts to set clear expectations and performance standards.
• Enhance service provider engagement through training, communication, and incentive programs aligned with CAA's strategy.
• Implement cost containment initiatives and negotiate contracts to reduce overall expenses.
• Develop and analyze KPIs to measure network performance, coaching providers as needed.
• Offer coaching based on CAA and member feedback to ensure alignment with Automotive Services' strategy.
• Drive shop engagement through rewards and communication plans that promote CAA-aligned businesses.
• Strengthen collaboration between CAA Rewards and AARS facilities to enhance program value for members.
• Recommend and implement improvements to the AARS program to meet member and partner needs.
• Establish and monitor KPIs for complaint resolution, identifying root causes and implementing mitigation strategies.
• Work cross-functionally to investigate and resolve member complaints and damage claims.
• Identify strategic locations for program growth and manage baseline metrics and targets.
• Collaborate with service providers, battery vendors, and management to streamline operations and improve efficiencies.
• Champion open communication to enhance service quality.
• Optimize Automotive Services resources, including budget, staffing, and dispatch, for best-in-class service.
• Provide recommendations for strategic planning, operations, and priority setting.
• Track, evaluate, and report on budget expenditures.
• Support staff development through training, coaching, and mentorship to build future-ready skills aligned with CAA's values.

Qualifications

As the ideal candidate, you are an approachable and diplomatic leader with strategic account management experience in the automotive, towing, service or transportation industry. You thrive on your ability to build consensus and motivate others, and you are a strong advocate for innovation, consensus-building, and continuous improvement. Most of all, you inspire others to be passionate about their jobs by approaching your work with confidence and enthusiasm.

Your qualifications include:

• Post-secondary education in Business Administration or a related field, or equivalent relevant work experience.
• At least three (3) years of progressive experience in operations, vendor/partner management, or network operations in the automotive, towing, service or transportation industry; other relevant industry experience may also be considered.
• Expertise in contract negotiation, performance management, and relationship-building with external partners.
• Strong knowledge of industry trends, best practices, and regulatory requirements in automotive and towing.
• Skilled in using KPIs to drive performance improvements and operational efficiency.
• Proven ability to manage escalations and resolve disputes while maintaining positive stakeholder relationships.
• Extensive experience in relationship management.
• Clear understanding of towing operations and small business management.
• Ability to analyze financial and operational statements to ensure budget compliance.
• Experienced in contract management and vendor performance evaluation.
• Strong presentation skills with the ability to deliver persuasive arguments to stakeholders at all organizational levels.
• Familiarity with safety standards and compliance in service delivery networks is an asset.
• Bilingual language skills in English and French (written and verbal) is an asset.
• Excellent communication, problem-solving, and leadership skills to effectively manage a diverse partner network.
• Willingness to travel across Canada and the United States.

To express interest in this opportunity please apply online by clicking "Apply Now" below.

For more information contact Thomas Pugh, Partner, at 902-818-4506 and tpugh@kbrs.ca or Rick Neima, Consultant at 902-488-2534 and rneima@kbrs.ca, or please apply online by clicking the "Apply Now" button below. If you require accommodation to participate in the recruitment process, please let us know.

Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.

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