Operations Performance Manager Jobs in Rochester, NY

Job Summary:

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

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

Post-secondary education or professional equivalent experience 

3 years previous experience in a collision repair environment or a similar role

3 years Comprehensive knowledge of the Insurance Partner guidelines, procedures and Scorecard metrics 

Complete understanding of the Wow Operating Way processes, with additional emphasis on estimator processes and responsibilities

Valid Driver’s License 

Required Skills/Abilities 

Effectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressure

Comprehensive knowledge of the estimating process

Excels at building and maintaining business relationships

Strong attention to detail and a high degree of accuracy

Communicate effectively, both verbally and in writing

Well-developed organizational skills with the ability to prioritize

Working knowledge of vehicle repairs practices

Understand key shop metrics, client expectations and how they impact the company’s overall financial performance

Extensive Knowledge of the Management System (MIS) and Estimating Systems

Develop and maintain effective and professional working relationships with all levels of staff within the organization.

Other Requirements

Some travel may be required in the Performance Managers assigned markets or to support a specific insurance partner 

Performance Managers may be asked to support in other markets as requested.