ESSENTIAL FUNCTIONS

Operations

• Manage the light service fleet operations to include overseeing all light service vehicles, equipment and staff. Maintain service reliability and performance standards for all light service related roadside assistance calls by consistently monitoring metrics such as full member testing, battery sales, productivity and member satisfaction. Work in partnership with the Road Service team to align field activities and dispatch operations with goals for service excellence and response times. Ensure operations remain in compliance with AAA policies, internal regulations, and all relevant local, state, and federal laws.

Leadership

• Provide effective leadership, mentorship, and professional development to light service team members, ensuring they have the tools and resources to succeed in their roles. Foster a culture of safety by coaching and reinforcing safe working habits. Partner with the Fleet Manager, Learning and Development and the Safety team to identify development and training trends. Manage Team Member performance ensuring consistency through ongoing coaching and escalating to formal corrective action when necessary. Create a supportive environment where staff feel empowered to contribute ideas and feedback. Utilize performance data to identify high-potential employees for succession planning. Uphold a professional workplace in alignment with the core values and leadership principles of AAA.

KNOWLEDGE / SKILLS / ABILITIES

• Positively influence and motivate a team to consistently provide memorable member experiences

• Lead by example and with positive intent

• Effectively manage multiple priorities in a fast-paced environment

• Ability to think strategically and base decisions on data analysis

• Proactively identify, analyze, and improve upon existing business processes

• Effectively collaborate across departments

• Must have strong organizational and time management skills

• Communicate effectively both verbally and in writing with all levels of the organization

• Demonstrate emotional intelligence when coaching and leading team members.

• Effectively manage a budget and control operational expenses

• Maintain confidentiality and exercise professional judgment

• Ability to support a 24/7 operation, including holidays

• Ability to occasionally drive to assess the scene of an incident.

EDUCATION & EXPERIENCE / COMPETENCIES / CERTIFICATIONS / LICENSES

Minimum Qualifications

• Bachelor’s degree or equivalent combination work experience and education

• 3 years of supervisory or leadership experience

• Must have a valid driver's license and satisfactory 39 month motor vehicle record

Preferred Qualifications

• Familiarity with AAA Road Service products and services

• Experience in vocational or technical automotive training/certification or equivalent experience

DISCLAIMER

The job functions listed describe the general nature and level of work being performed by team members assigned to this job. They are not intended to be an exhaustive list and may be subject to change based on business needs.

WORKING ENVIRONMENT

Primarily works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Intermittently stands and walks throughout the office, yard or shop. Lifts and carries up to 50 pounds (tools, equipment, parts). Occasional bending, stooping, kneeling and crouching. Good hand-eye coordination for equipment inspections and demonstrations with close and distance vision (computer/inspection and observe yard activity for safe operations). Operates a standard motor vehicle to attend meetings and to respond to incidents. May travel by car, plane or other form of transportation to attend business meetings or conferences.

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