Regional Client Performance Manager

At Gerber Collision & Glass, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

About the role

The Performance Manager leads efforts to maximize operational performance for assigned Insurance Partner(s). Working collaboratively at the division, market, and shop levels, this role focuses on improving overall metrics and client results by applying a systematic approach to training, coaching, and developing operations teams. The Performance Manager also serves as the main point of contact for Insurance Partners and manages communication with the operations team as needed.

Responsibilities

• Supports achievement of operational and client metrics.
• Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to identify issues and communicate findings to Regional, Market, and Shop Leadership.
• Conducts internal audits on insurance KPIs, estimating practices, and The WOW operating procedures to ensure repair facilities operate at a best-in-class level.
• Communicates and coaches on audit findings for improvement or best practices.
• Develops a high-level understanding of key client expectations, metrics, and internal operating initiatives.
• May oversee performance improvement initiatives in repair centers not meeting company and key client expectations.
• Partners with Market leadership to create and implement operating initiatives that improve repair center performance.
• Works with the National Account team to understand client requirements and current performance levels for specific Insurance Partner(s).
• Communicates performance information and improvement plans to divisional leadership, shop teams, and Insurance Partners.
• Trains and coaches market and shop leaders on WOW repair processes, focusing on increasing repair percentage, alternative parts utilization, fair judgment time, and proper file documentation.
• Participates in regular Regional and Market leadership calls to communicate successes, deficiencies, and improvement plans.
• Engages in client calls to ensure understanding of current issues and to communicate important messages.
• Supports Regional and Market leadership in training and implementing Gerber’s processes and procedures for new acquisitions.
• Extracts and analyzes data from the company’s internal reporting tools.
• Monitors and evaluates scorecard performance for insurance partners.
• Works with Market leadership to establish oversight, training, and coaching plans to improve performance.
• In collaboration with Operations leaders, may recommend new operating initiatives to improve repair center performance.

Requirements

• Post-secondary education or professional equivalent experience.
• 3 years of previous experience in a collision repair environment or a similar role.
• Comprehensive knowledge of 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.

Skills

• Effectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressure.
• Comprehensive knowledge of the estimating process.
• Excels at building and maintaining business relationships.
• Strong attention to detail and a high degree of accuracy.
• Communicate effectively, both verbally and in writing.
• Well-developed organizational skills with the ability to prioritize.
• Working knowledge of vehicle repair practices.
• Understand key shop metrics, client expectations, and their impact on the company’s overall financial performance.
• Extensive knowledge of the Management System (MIS) and Estimating Systems.
• Develop and maintain effective and professional working relationships with all levels of staff within the organization.

Other Requirements

• Some travel may be required in assigned markets or to support a specific insurance partner.
• May be asked to support other markets as requested.

Benefits

• Annual Paid Time Off (PTO) plans.
• 2 weeks of Paid Parental Leave for full-time employees working a minimum of 30 hours per week.
• 6 paid holidays annually.
• Medical, Prescription Drug, Dental & Vision Insurance effective Day 1.
• 401(k) Retirement Plan with company match.
• Employer Paid Short-Term Disability & Life Insurance.
• Additional Voluntary Life Insurance.
• Continuing Education Opportunities.
• Free Prescription or Non-Prescription Safety Glasses annually.
• Annual Voluntary Uniform Stipend.
• Voluntary Daily Pay option available.

Pay

$100,000 - $120,000 / year