Regional Client Performance Manager

Company: Gerber Collision & Glass

WELCOME TO GERBER COLLISION & GLASS
 
Our Team Members Drive Us! Gerber Collision & Glass is one of the largest collision repair companies in North America. With $3+ billion in sales, over 1000 locations and growing, our 10,000+ team members across the United States and Canada are passionate about delivering our goal to WOW Every Customer and Be the Best! 
 
We invite you to join our team. Gerber offers a great place to launch and grow careers. As we continue to grow, we have endless opportunities for you to grow with us. 
 
Gerber Collision & Glass recognizes, values and welcomes all applicants with unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.
 

Job Description:

Must reside in TN, KY, VA or MD

Job Summary:

Briefly summarize the purpose of this position in one or two sentences only.

Working within the Client Support Organization and in close partnership with the National Account Team, the Performance Manager is primarily responsible for leading efforts to maximize operational performance for assigned Insurance Partner(s). Working collaboratively at the division, market and shop levels the Performance Manager focuses on improving overall metrics and client results. The performance manager will apply a systematic approach to training, coaching and developing operations teams to improve the key performance drivers of Gerber’s core business practices while adhering to the requirements and guidelines of our Insurance Partners Direct Repair Program (DRP).  Additionally, the Performance Manager serves as the main point of contact for the Insurance Partners and manages communication with the operations team as needed.  

Key Job Responsibilities (up to a maximum of 10)

1..  Supports achievement of operational and client metrics. Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership

2. Working to support a specific Insurance Partners and/or within a geographical area, conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures to ensure repair facilities are operating best in class. Communicates/ coaches on audit findings for improvement or best practices.

3. Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway. May oversees performance improvement initiatives in repair centers that are currently not meeting company and key client expectations. In partnership with Market leadership, creates and implements operating initiatives that will improve repair centers performance.

4. Works in partnership with the National Account team to understand client requirements and current performance levels for a specific Insurance Partner(s).  Helps communicate to the divisional leadership team and at the shop level current performance and helps teams build improvement plans.  Helps communicate performance information and associated improvement plans to Insurance Partners

5. Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.

6.Trains and coaches market and shop leaders on following WOW repair processes as it relates to estimatic areas focusing on increasing repair percentage, alternative parts utilization, fair judgment time and proper file documentation.  

7. Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans.  Engages in Client calls to ensure understanding of current issues and to communicate important messages.  

8. Supports Regional and Market leadership for the training and implementation of Gerber’s processes and procedures related to new acquisitions. 

9. Extracts and analyzes data from the company’s internal data reporting tools.

10. Monitors and evaluates scorecard performance for insurance partners. Works with Market leadership to establish oversight, training and coaching plans to improve performance.

11  In collaboration with Operations leaders, may recommend new operating initiatives that will improve repair center performance.

Education and/or Experience Required (including certifications)

Post-secondary education or professional equi