Manager, Service Provider Network and Member Relations

2 weeks ago

Edmonton, Canada Alberta Motor Association Full time
AMA

THE ONLY DIRECTION YOU KNOW IS above AND beyond.

Posted: 2024-03-22Closing: Until FilledLocation: Edmonton South AdministrationRemember that time when you said to yourself, “I wish I could find a job that combines my love of people and building relationships with my skills for growing and improving our business?” Well, guess what – your wish is about to come true. As Manager, Service Provider Network and Member Relations, you would be responsible for the leading AMA’s Service Provider Network (SPN) consisting of over 150 providers throughout the province who account for over 20 million annually.  In this role, you would look after the Approved Auto Repair Service (AARS) program, a network of over 350 independent partner garages that offer members peace of mind mechanical service backed by AMA.  Additionally, you would supervise the Member Relations Team, responsible for ensuring member complaints, escalations and damage-related instances are dealt with in a timely manner.We’re looking for someone to build relationships across the province, lead various teams, and drive the overall success of the business unit and AMA.

WHAT MOVES YOU

  • You know the only way to strike long-lasting deals is to build long-lasting relationships.
  • You believe that being a great leader not only involves being a strong motivator, but also a mentor who generously shares time, knowledge, and experience.
  • You’re an excellent communicator, but you’re an even better listener.
  • You’re all about customer service, whether you’re dealing with internal or external clients.
  • You juggle multiple tasks effortlessly and you always somehow manage to stay ahead of things.
  • Integrity and a strong work ethic? You’ve got ‘em in spades
  • You’ve got a solid grounding in service delivery, financial processes, and practices.
  • You have an inquisitive mind and are a pragmatic thinker. You tackle problems head-on, make solid decisions and know when it’s appropriate to invite others in to collaborate on a situation.

WHAT YOU’LL DO

  • Report to the Manager, Business Operations.
  • Lead and direct AMA’s Service Provider Network and Approved Auto Repair Service (AARS) to ensure members are receiving outstanding roadside service and increased value to membership.
  • Provide direction and coaching to the Field Manager team by setting performance standards for the Service Provider Network and alignment of the AARS program with the Automotive Services strategic direction.
  • Increase overall service provider engagement by developing training, communication and recognition programs that support AMA’s strategic direction.
  • Reduce overall cost burden to the Association by implementing cost containment initiatives and when necessary making changes to how compensation is derived or negotiating new contracts.
  • Measuring the overall performance of the Network by developing, and comparing KPI’s and then utilizing the Field Manager team to coach performance or make changes to existing providers.
  • Increase shop engagement by developing recognition and communication plans to ensure members are utilizing shops that are aligned with AMA's vision, values and beliefs.
  • Work closely with AMA Rewards to better align the two programs by promoting Rewards to AARS facilities to help grow the AMA Rewards program and help the Association prove additional value to members.
  • Lead and direct the Member Relations Team ensuring member complaints, escalations and damage-related instances are dealt with promptly and identifying strategies to standardize the overall approach to resolving concerns raised through the CTS and Medallia web-based applications.
  • Develop, implement and monitor key performance indicators for how complaints are received and resolved.
  • Increase CAA Battery Service penetration in SPN and AARS networks to reach members throughout the province.
  • As a member of the Automotive Services leadership team, work collaboratively to address issues and improve service to members through open communication, optimization of shared resources, recommendations to the strategic and operation plans, and monitoring of budget expenditures.
  • Be willing to occasionally travel within Alberta.

WHAT YOU’VE DONE

  • You have completed a post-secondary program in business administration or have equivalent relevant work experience.
  • You have at least 5 years of experience with increasing responsibility in operations and partner management.
  • You have demonstrated experience in contract management and negotiation.
  • You have experience with performance management (goal setting, measuring, monitoring and execution skills).
  • You’ve proven that you know how to get high-quality results and foster positive relationships with various stakeholders.

WHAT YOU'LL GET

  • Competitive salary.
  • Flexible benefits.
  • Outstanding employer-paid Retirement Savings Plan.
  • Great AMA discounts.
  • Unlimited learning opportunities.
  • Paid vacation, volunteer day, and Me-day. 

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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