Program Performance Associate

We Are Paul Davis! Our company's mission is to provide opportunities for great people to deliver best-in-class results. 
Join Our Dynamic Team as a Program Performance Associate!

Are you a seasoned Program Performance Associate with experience in business or construction?  Are you looking to leverage your expertise in a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates multiple franchise locations across North America, seeks a Program Performance Associate to join our robust Claims Force/Quality Assurance Team.
We are seeking a dedicated and experienced Program Performance Associate who will be responsible for ensuring local franchise offices are compliant with the Program SLA and guidelines. This position drives program performance to meet or exceed Carrier expectations on their scorecard metrics, increasing referrals and strengthening carrier relationships within the Paul Davis Network.

Why Join Us?

• Competitive salary and benefits package
• Work with a dynamic team committed to excellence
• Medical, Dental, Vision, Life, Disability & 401(k) benefits
• Paid Holidays, Vacation, Sick Days, and Volunteer Days
• Career growth opportunities within a fast-paced and innovative environment

As a key member of the Claims Force Team and the broader US Operations Team, this position reports to the Program Performance Manager and is responsible for ensuring local Franchise offices are compliant with Program SLA and Program guidelines. This position assists in driving Program performance to meet or exceed Carrier expectations on their scorecard metrics to increase referrals and carrier relationships with the Paul Davis Network. As a key member of this team, this position leverages the skills and relationships of other Operations Team members to improve scorecard performance to Carrier expectations. 

Essential Duties/Responsibilities:

• Assist in tracking carrier scorecard compliance metrics by office. Once offices are identified to require improvement, the Program Performance Associate will reinforce standards and drive improvement by using the performance scorecard. Initiatives will be delivered through coaching and accountability. 
• Work with the Operations Team and Business Development Team to drive performance to carrier scorecard expectations
• Locate areas within processes for improvement and provide these areas to the Program Performance Manager
• Assist the Program Performance Manager in targeting trend reports and developing initiatives for the Network
• Enforce strategic initiatives for the Network to improve scorecard performance as quickly as possible
• Work with individual offices to identify areas for improvement in scorecard performance. Hold offices accountable to minimum performance metrics and coach on how to improve scores to increase leads.
• Oversee and monitor compliance tasks in RMS 
• Ensure all offices on programs adhere to all SLAs best practices
• Recommend suspension to the Program Performance Manager or other accountability measures for offices that fail to reach and maintain minimum standards
• Reporting on metric standards to Program Performance Manager
• All other duties as assigned

Competency - Knowledge, Skills, and Abilities:

• Knowledge of Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Customer Service, administration, and organizational skills 
• Strong ethics and integrity in building personal relationships with everyone you meet
• Ability to learn and operate our primary operating systems:  CMS, RMS, Xactimate, XactAnalysis, Mobile Claims, Claims Connect, Profile Gorilla, Contractor Connection, SharePoint, One Drive, and other software systems
• Ability to create documents, reports, and spreadsheets   
• Ability to answer and communicate with customers over the phone 
• Ability to work office equipment (fax, scanner, printer, phone system, computers) 
• Ability to work independently 
• Stress management and composure 
• Maintain a level of confidentiality 
• Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics 

Required Education & Experience:

• College Degree or equivalent work experience
• Customer Service experience 
• Knowledge and experience in Insurance Restoration and working with Carriers and TPAs (third-party administrators)

 Preferred Education & Experience:

• College Degree or 3 - 5 years of management experience wi