Senior Manager, Emergency Roadside and Towing Service

Job Description:

JOB OVERVIEW

The Senior Manager, Emergency Roadside and Collision Towing will provide full ownership, results accountability, coordination, and communication for Emergency Roadside Services across all Wheels. This role serves as a strategic leader, ensuring seamless service delivery, optimizing vendor performance, and enhancing the overall client and driver experience.

Strategic Ownership for Emergency Roadside Services

• Act as the strategic and operational leader and subject matter expert for all aspects of Emergency Roadside Services.
• Drive continuous improvements, service innovations, and strategic initiatives to enhance service quality and operational efficiency.
• Serve as an industry expert in Emergency Roadside and Collision Towing services, continually developing and enhancing the service capabilities to align with market trends and client needs.

Analytical Decision-Making

• Own and define service delivery metrics to ensure Wheels consistently meets or exceeds client and driver expectations.
• Oversee intake, dispatch, time to arrival, time to resolution, and time to final destination, leveraging data to drive informed decision-making.

Vendor Management

• Lead Procurement RFPs, vendor SLAs, data analytics, and product scope definitions.
• Manage key vendor relationships to ensure optimal service performance, compliance, and continuous improvement.

Cross-Functional Collaboration

• Serve as the primary liaison and leader for Emergency and Collision Roadside Services across multiple departments, including WMA, Procurement, Vendor Management, Driver Services, MAP, Accounts Payable, Accounts Receivable, and Technology.
• Partner with Product and all involved teams to define and document all related Standard Operating Procedures (SOPs).

Client-Facing Leadership

• Lead client presentations, analysis, and action planning, ensuring transparency and accountability in service performance.
• Respond to Salesforce, email, and other escalations, driving swift resolution and client satisfaction.
• Provide client teams with real-time analytics, insights, and strategic recommendations.

Service & Vendor Oversight

• Oversee key third-party service providers, including but not limited to:
  • Emergency Roadside Services (Urgently, Honk, Gerber, Roadside Protect, Goodyear HQ, ITC)
  • Glass Repair & Replacement (Safelite and regional Canadian suppliers)
• Act as the primary liaison with Procurement for national account vendor management and relationships.

Leadership & Team Management

• Lead and develop a high-performing team, including 1 supervisor and 8 associates.
• Oversee an external outsourcing team of approximately 120 associates, ensuring alignment with Wheels' service standards and business objectives.
• Coordinate across MAP, Driver Services, WFM, and all involved teams to ensure end-to-end service excellence.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Strategic Leadership: Serve as the strategic and operational leader for Emergency Roadside Services, including Emergency Roadside and Collision Towing, driving continuous improvements, service innovations, and strategic initiatives to enhance service quality and operational efficiency.

• KPI Establishment & Performance Management: Establish key performance indicators (KPIs), procedures, and reporting systems for all third-party MAP providers. Lead monthly business reviews and performance evaluations, ensuring continuous service quality and improvement from vendors.

• Change Management & Training: Lead change management initiatives, including providing training and continual feedback to third-party providers to ensure compliance with established processes and quality standards.

• Performance Reviews & Employee Development: Create and facilitate semiannual performance appraisals, goal planning, and yearly salary meetings. Follow up with any necessary meetings to ensure team and individual growth.

• Scheduling & Resource Management: Ensure that all scheduling for the Contact Center is based on historical call arrival patterns. Oversee real-time floor management processes, ensuring smooth daily operations and adherence to service standards.

• Client Relationship Management: Serve as the primary resource for third-party floor support, ensuring that company policies and proper file handling techniques are followed. Address all client complaints within appropriate timelines, ensuring high levels of client satisfaction.

• Cross-Dep