Job Description

PERFORMANCE MANAGER

ESSENTIAL RESPONSIBILITIES/JOB FUNCTION – Other duties may be assigned as necessary

Performance Improvement & Accountability

• Support achievement of DRP metrics across markets and partners.
• Conduct internal audits on estimating practices, repair processes, and compliance with DRP guidelines.
• Identify performance gaps using data from central revise, CCC and partner scorecards; communicate findings clearly and create actionable recovery plans.
• Partner with AVPs, Regional Directors, and shop leadership to drive improvement in KPIs.

Insurance Partner Collaboration

• Serve as the primary liaison between Classic Collision operations and Business Development.
• Develop a deep understanding of partner expectations, KPIs, and scorecard metrics to align internal performance strategies.
• Communicate performance updates and improvement plans to partner with professionalism and transparency.
• Participate in DRP and internal calls to ensure issues are addressed promptly, and opportunities are shared.

Training, Coaching & Operational Excellence

• Coach market and shop leaders on estimating consistency, documentation, and DRP execution.
• Train new and existing team members on processes that impact repair quality, cost, and customer satisfaction.
• Supporting newly acquired markets ensuring they are trained and aligned with Classic standards.

Data, Reporting & Continuous Improvement

• Extract, analyze, and summarize data from internal/external systems to identify opportunities and measure improvement.
• Prepare concise audit and performance reports that highlight root causes and recommend solutions.
• Collaborate with leadership to monitor scorecard trends, reinforce accountability, and recognize improvement.
• Recommend new operational initiatives that enhance consistency, speed, quality, and profitability.

SKILLS / REQUIREMENTS

• Minimum 3 years of experience in collision repair operations or performance management
• Comprehensive knowledge of DRP programs, guidelines, and scorecard metrics
• Working knowledge of CCC One estimating and management systems
• Strong analytical skills with the ability to interpret data and communicate findings effectively
• Proven ability to train, coach, and influence without direct authority
• Valid driver’s license and ability to travel up to 50% (overnight travel may be required)
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Bachelor’s degree or equivalent professional experience preferred

COMPETENCIES

• Communication – Demonstrates strong verbal and written communication skills, with the ability to present information clearly and effectively.
• Precision – Maintains a high level of attention to detail and accuracy in all work.
• Prioritization – Effectively manages multiple priorities and deadlines in a fast-paced environment.
• Analysis – Applies strong analytical skills to interpret data and clearly communicate insights and findings.
• Collaboration – Works cooperatively with others, fostering a solution–oriented and team-focused approach.
• Integrity – Upholds company values of teamwork, accountability, and continuous improvement in all actions.

LINES OF COMMUNICATION

The Performance Manager reports directly to the Senior Vice President of Operations. Working in close partnership with Business Development, the Performance Manager will collaborate closely with the market and staff levels to maximize operational performance for Insurance Partners.

WORKING CONDITIONS

This is a full-time position within the Operations Team that requires travel up to 50% including occasional overnight trips.