Roadside Assistance Market Manager - OK and KS

What We Offer:

• The starting base compensation for this position is $63,496 to $152,622 annually. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on applicant experience and geographic location.

• ​Potential for monthly bonus

• Over 3 weeks of Paid Time Off may be accrued during the first year of employment.

• 8 Paid Holidays.

• 401(k) plan with company match up to 7%

• Health & Life Insurance

• Tuition reimbursement up to $5250/year and professional certifications.

• Complimentary AAA membership (inclusive of product & service discounts).

Minimum Qualifications:

• Bachelor’s Degree

• 8+ years’ applicable experience

• 5-6+ years’ experience in a high-volume, automotive service or account management environment

• 3+ years of leadership or management experience

• Successful completion of the International Institute of Towing and Recovery coursework and Certification required

• Vendor management experience with managing multiple vendor relationships.

• Valid driver’s license with a clean driving record.

The primary duties of the Market Manager are to:

• Ensures achievement of enterprise objectives relating to Roadside Assistance strategies.

• Provides effective leadership, guidance and support to ensure the development of subordinate Managers.

• Oversees the recruitment of contract facilities to ensure each assigned territory is adequately serviced by Roadside Assistance contract facilities to respond to Members’ service requests in order to meet/exceed AAA Quality Standards and that all supporting documentation such as Roadside Assistance contracts, insurance certificates, etc. are in compliance with approved guidelines.

• Aggressively identifies and implements best practices and quality improvement processes and programs that meet the needs of the business line.

• Accountable for implementation and uniform application of Roadside Assistance standards and procedures.

• Monitors effectiveness of Roadside Assistance systems to ensure timeliness and quality of service are in compliance with both AAA Club Alliance and AAA Association Quality Standards.

• Ensures efficient, prompt and equitable resolution of Member complaints pertaining to the delivery of Roadside Assistance.

• Participates in the strategic planning for Roadside Assistance Operations.

• Makes sound business decisions and utilizes available resources wisely in the implementation of business initiatives.

• Ensures the consistent application of policies, procedures and standards throughout Roadside Assistance Operations                                           

• In conjunction with the Manager, Payments and Disbursements, ensures accuracy of contractor payments, with specific focus on performance incentives, mileage charges and multiple paid service calls.

• Develops and manages mutually beneficial business relationships with new and existing vendors of automotive products to AAA Club Alliance and its third party contractors.

• Monitors budget for Roadside Assistance Operations, including contract station payments.  

• Ensures that vendors deliver products and services in the manner required for optimal program performance.

• Oversees contract station relations efforts to ensure productive interactions and two-way communication.

• Ensures appropriate deployment of AAA Brand Image throughout the Roadside Assistance network.

• Acts in a senior consulting role with RA contractors with respect to sound business practices to help ensure profitability and mutually beneficial relationship with the Club.

• Performs “as needed” visits to each contract facility to ensure compliance with AAA standards, investigate Member complaints, inspect the facility and equipment, to promote the benefits of their relationship with AAA, and evaluate the effectiveness of the Territory Managers interactions with the facility. 

• With input from the Roadside Assistance Dispatch Managers, identifies and resolves issues regarding service delivery and coverage from the Roadside Assistance Contractor Network.

• Utilizing various applications; monitors contract facility performance to ensure standards are met or exceeded. 

• Leads complex Automotive Services initiatives to improve operations or services, ensuring projects are well documented and completed on time and within budget.

• Acts as subject matter expert and implementation leader for one or more Automotive products or programs including, but not limited to Preferred Service Provider and battery.

• Researches Roadside Assistance products & services developed at AAA Clubs or by competitors in the Emergency Road Service (ERS) or Automotive and Member Services fields.

• Drives RA product adoption at the vendor level, ensuring uniform availability of products and programs for all Members and customers.

• Ensures the development and implementation of training programs to support the development of the RA network.

• Develops annual budgets for programs and on a continuous basis, analyze budget and technical reports; interprets and evaluates staff reports; know laws, regulations and codes; observe performance and evaluate staff of Territory Managers; problem solves division related issues; remember various rules; and explains and interprets policy.

• Provides adequate and appropriate communication regarding Roadside Assistance and Organizational initiatives to the associate population and contract station personnel.

• Professionally represents the business line as needed.

• Interacts with support and other Automotive business lines to ensure initiatives of these groups are properly communicated to and utilized by Contract Station Network and RA Territory Managers and effectively presented to Contract Stations as needed.   

• Ensures the dispatch system and contract files are properly synchronized and contain accurate, up-to-date information concerning contract facilities.

• Communicates – verbal and written - with AAA Members, Affiliate AAA Clubs and Contract Facilities regarding Roadside Assistance related complaints or issues.

• Interacts with the Payments and Analysis Department to ensure proper investigation and resolution of any Roadside Assistance reimbursement or billing disputes/discrepancies with Roadside Assistance contract facilities.

• Ensures that follow-up action is taken regarding contractor performance problems (RA); and that actions are clearly documented consulting with the Legal Department as necessary to accomplish this task.

Full time Associates are offered a comprehensive benefits package that includes:

• Medical, Dental, and Vision plan options
• Up to 2 weeks Paid parental leave 
• 401k plan with company match up to 7%
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Free AAA Membership
• Continual learning reimbursement up to $5,250 per year
• And MORE! Check out our Benefits Page for more information

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.  It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

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