National Client Performance Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead initiatives to enhance operational efficiency for a designated Insurance Partner.

• Elevate operational metrics and client outcomes across division, market, and shop levels.

• Train, mentor, and develop operations teams on Gerber’s fundamental business practices and Insurance Partner DRP standards.

• Act as the primary liaison for the Insurance Partner and oversee communication with operations teams.

• Generate audit reports utilizing Domo and Client Score Cards to pinpoint issues and convey findings.

• Perform internal audits on insurance KPIs, estimating practices, and WOW operating procedures.

• Design and execute performance enhancement strategies for underperforming repair centers.

• Communicate performance metrics and improvement strategies to divisional, regional, market, shop, and Insurance Partner stakeholders.

• Train and guide leaders on WOW repair procedures, estimating practices, repair percentages, alternative parts usage, judgment time, and file documentation.

• Engage in Regional and Market leadership calls as well as Client calls.

• Assist in the training and execution of processes and procedures associated with new acquisitions.

• Extract and analyze data from internal reporting systems.

• Monitor and assess Insurance Partner scorecard performance.

• Suggest operational initiatives to enhance repair center performance.

⛳️ Requirements

• Post-secondary education or equivalent professional experience.

• 3 years of prior experience in a collision repair environment or similar position.

• 3 years of in-depth knowledge of Insurance Partner guidelines, procedures, and Scorecard metrics.

• Valid Driver’s License is mandatory.

• Capability to manage a dynamic environment and juggle multiple tasks under pressure.

• Extensive understanding of the estimating process.

• Proficiency in establishing and nurturing business relationships.

• Strong attention to detail and a high level of accuracy.

• Effective verbal and written communication abilities.

• Well-honed organizational and prioritization skills.

• Working knowledge of vehicle repair practices.

• Comprehension of key shop metrics, client expectations, and their effects on financial outcomes.

• Extensive knowledge of Management Information Systems (MIS) and estimating platforms.

• Ability to cultivate and sustain effective professional working relationships across all organizational levels.

• Willingness to travel within assigned markets and support other markets as needed.

🏝️ Benefits

• Annual Paid Time Off (PTO) plans.

• 2 weeks of Paid Parental Leave for full-time employees working a minimum of 30 hours per week.

• 6 paid holidays each year.

• Medical, Prescription Drug, Dental & Vision Insurance effective from Day 1.

• 401(k) Retirement Plan with company matching.

• Employer-paid Short-Term Disability & Life Insurance.

• Additional Voluntary Life Insurance options.

• Opportunities for Continuing Education.

• Annual provision of free Prescription or Non-Prescription Safety Glasses.

• Annual Voluntary Uniform Stipend.

• Availability of a Voluntary Daily Pay option.

• Bonus opportunities linked to individual or business initiatives.