Reporting to the Director of Roadside Operations, the Manager, Partner Network is responsible for managing 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.
Included with these responsibilities is contract negotiations, including the development and management of contractor rates and service standards agreements. To be successful in the role, the incumbent will stay up to date on best practices, industry trends, and legislative changes within the automotive and towing industries, ensuring compliance and maintaining CAA Atlantic's position as an industry leader. As a key point of escalation for member complaints and damage concerns, the Manager fosters strong relationships with service providers and promotes continuous improvement to uphold CAA Atlantic's commitment to treating members as "practically family." This role collaborates across teams to enhance member engagement, ensure alignment with CAA's brand promise, and drive operational success within the Automotive Services division.
Work Environment:
- Extensive travel (approximately 80%) is required for service provider visits across New Brunswick, Nova Scotia, Prince Edward Island, and Newfoundland & Labrador.
- Frequent overnight travel will be necessary.
- Requires manual dexterity and the ability to lift at least 50 lbs.
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Leading CAA's Service Provider Network to ensure members are receiving outstanding roadside service, This involves:
- Providing feedback to Owner/Operators including leveraging the contract that identifies clear expectations and performance standards for the Service Provider Network
- Increasing overall service provider engagement by developing training, communication and incentive programs that support CAA's strategic direction
- Reduce overall cost burden to the Association by implementing cost containment initiatives and when necessary, making changes to how compensation is derived or negotiating new contracts
- Measuring overall performance of the Network by developing and comparing KPI's and then coach performance or make changes to existing providers.
Leading the Approved Auto Repair Service (AARS) program providing increased value to membership. This includes:
- Providing coaching based on CAA and member feedback to the shop to ensure the program aligns with Automotive Services strategic direction
- Increasing shop engagement by developing rewards and communication plans to ensure members are utilizing shops who are aligned with CAA vision, values and beliefs
- Working closely with CAA Rewards to better align the two programs by promoting Rewards to AARS facilities to help grow the CAA Rewards program and help the Association prove additional value to members
- Recommending changes and improving the AARS program to ensure the business is meeting the needs of both members as well as AARS partner facilities
Working with Member Relations Team ensuring member complaints, escalations and damage related instances are dealt with in a timely manner and identifying strategies to standardize overall approach to resolving concerns raised through the CTS and Medallia web-based applications
- Develop, implement and monitor key performance indicators for how complaints are received and resolved
- Collaborate with various Business Units within CAA to investigate and resolve member complaints or damage claims
- Identify possible root causes for complaints and develop mitigation strategies for implementation.
Increase CAA Battery Service penetration in SPN and AARS networks to reach members throughout Atlantic Canada. This includes:
- Identifying strategic locations for program growth
- Manage baseline metrics and targets for program growth
- Collaborate with Service Providers, Battery Vendors, and Management team to Identify efficiencies to streamline the service offered to Service Providers
As a member of the Automotive Services leadership team, works collaboratively to address issues and improve service to members. This involves:
- Supporting and championing open communication to share information that improves service to members
- Working collaboratively with to optimize Automotive Services resources (budget, manpower, dispatch) to provide best-in-class service
- Providing recommendations and input to the strategic and operations plans and priority setting
- Tracking, evaluating and reporting on budget expenditures
- Contributing to the training and development of staff through CAA training courses, coaching and mentoring and assessing required skills and competencies to meet the current and future challenges in delivering services to members and instilling CAA's Values.
- A post-secondary education in Business Administration or a related field, or an equivalent combination of relevant work experience in lieu of formal education
- A minimum of six years of progressive experience in operations management, partner or vendor management, or network operations within the automotive, towing, or service industry
- Demonstrated expertise in contract negotiation, performance management, and relationship building with external partners
- Knowledge of industry trends, best practices, and legislative requirements in the automotive and towing sectors
- Strong analytical skills with experience using KPIs to drive performance improvements and operational excellence
- Proven ability to manage escalations and resolve disputes while maintaining positive stakeholder relationships
- Extensive relationship management experience required
- Clear understanding of towing and small business operations
- Experience reading and interpreting financial and operational statements to ensure budget guidelines are adhered to
- Experienced with contract management and vendor performance practices and principles
- Promoter of innovation, building consensus, motivating others to adopt new concepts and strive for continual improvement
- Familiarity with safety standards and compliance requirements in service delivery networks is an asset
- Excellent communication, problem-solving, and leadership skills to effectively manage a diverse partner network
- Ability to travel throughout Canada and the U.S.A
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