Regional Client Performance Manager

Performance ManagerWorking 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 ResponsibilitiesSupports 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 LeadershipWorking 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.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.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 PartnersCommunicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.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.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.Supports Regional and Market leadership for the training and implementation of Gerber's processes and procedures related to new acquisitions.Extracts and analyzes data from the company's internal data reporting tools.Monitors and evaluates scorecard performance for insurance partners. Works with Market leadership to establish oversight, training and coaching plans to improve performance.In collaboration with Operations leaders, may recommend new operating initiatives that will improve repair center performance.Education and/or Experience Required (including certifications)3 years previous experience in a collision repair environment or a similar role3 years Comprehensive knowledge of the Insurance Partner guidelines, procedures and Scorecard metricsComplete understanding of the Wow Operating Way processes, with additional emphasis on estimator processes and responsibilitiesValid Driver's LicenseRequired Skills/AbilitiesEffectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressureComprehensive knowledge of the estimating processExcels at building and maintaining business relationshipsStrong attention to detail and a high degree of accuracyCommunicate effectively, both verbally and in writingWell-developed organizational skills with the ability to prioritizeWorking knowledge of vehicle repairs practicesUnderstand key shop metrics, client expectations and how they impact the company's overall financial performanceExtensive Knowledge of the Management System (MIS) and Estimating SystemsDevelop and maintain effective and professional working relationships with all levels of staff within the organization.Other Requirements (i.e., physical requirements, travel, etc. that is not covered above).Travel may be required in the Performance Managers assigned markets or to support a specific insurance partnerPerformance Managers may be asked to support in other markets as requested.Benefits That Drive Your Success Gerber offers the comprehensive benefits you expect from an industry leader, including:Annual Paid Time Off (PTO) plans2 weeks of Paid Parental Leave for Full time Employees who work a minimum of 30 hours per week6 paid holidays annuallyMedical, Prescription Drug, Dental & Vision Insurance effective Day 1401(k) Retirement Plan with company matchEmployer Paid Short-Term Disability & Life InsuranceAdditional Voluntary Life InsuranceContinuing Education OpportunitiesFree Prescription or Non-Prescription Safety Glasses annuallyAnnual Voluntary Uniform StipendVoluntary Daily Pay option availableAbout Us Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. Please visit gerbercareers.com to learn more about our company.AI Disclosure Statement: At The Boyd Group and all affiliated companies, we do not use artificial intelligence (AI) or automated tools to screen, assess, or select applicants for employment. All hiring decisions are made by real people who review each application individually.Compensation Details:SALARY$100,000 - $120,000 / YearCompensation is commensurate with skill, education and experience. Supplemental Pay: This position may also be eligible for Bonus opportunities tied to individual or business initiatives