Regional Coordinator

3 weeks ago

Ottawa, Canada CAA North & East Ontario Full time

**LOCATION: Ottawa, Ontario**

**This is a Hybrid position: Work-From-Home, plus regular attendance at 1031 Bank St. and 5515 Canotek Rd.**

**Summary**

Reporting to the Operations Manager, Automotive Services, the Regional Coordinator oversees towing and roadside assistance contractors providing services in the Ottawa and eastern regions. Key responsibilities include working with Club data and the business analytics team to assess coverage and performance of the contractor network; acting as the primary point of contact for contractors with the Club, and engaging new service providers as required.

**Duties/Responsibilities**
- Build and maintain strong relationships with the partner network providing support to members requiring roadside assistance
- Ensure the East region has an adequate supply of network operators to meet call volume; assist with sourcing new contractors as required
- Train and assist the network on company procedures and technology
- Regular reporting of key performance indicators to both the Club and the East region contractor network
- Resolve issues and ensure top-box level service quality through organized discussions with the East Region contractor network and Club teams
- Enforce contractually obligated services; ensure fulfillment of requirements, alignment of invoices and contracted service rates, and ensure the Club is receiving appropriate value from its relationships with East region contractors
- Payroll, training, performance management, and other oversight of the Ottawa fleet
- Regular in-person safety meetings and other touchpoints with the Ottawa fleet
- Monitoring and scheduling Club equipment maintenance
- Ottawa fleet inventory management
- Conduct regular (monthly or quarterly) review meetings with all Eastern region contractors to address our and their as yet unidentified or unresolved issues or reinforce positive performance. This includes: Assisting in creating and rolling out standard operating procedures and processes in support of improving operational efficiency. Monitor and measure and review metrics, goals, KPI progress to completion for all regional contractors. Report metric and KPI progress back to the network and work with them to improve and achieve goals
- Monitor compliance and safety of the regional network
- Assist in promoting and maintaining new initiatives, processes, procedures, and special programs
- Assist CAANEO management in developing, maintaining, and documenting technical/reporting requirements, and specific Key Performing Indicators for the contractor network including but not limited to Net Promoter Score; Overall Satisfaction; Ease of Doing Business; Informed on Arrival Time; and Satisfaction with Service Driver
- Implement change management plans as designed by CAANEO management for both internal and contract service providers
- Support CAANEO dispatch operations as required
- Assist Member Relations team in conflict resolution, damage claims, and communication with contractor network and/or Ottawa Fleet
- Assist in technical questions related to automotive services or towing
- Coordinate background checks performed for the Eastern portion of the contractor network annually

**Working Conditions**
- Flexible hours - the ability to work some weekends, rotational hours, and on call

**Requirements**:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Experience with Contractor Management, including Negotiation skills and Strategic thinking
- Certified Automotive Service Technician or comparable work experience (dealership parts or service manager)
- Strong Relationship-building and communication skills
- Technical and analytical thinker; results driven
- Quick Learner and ability to multi-task
- Valid driver’s license and insurable under CAANEO's insurance policy for corporate vehicle
- Fluency in both official languages is desirable

**Who will be successful in this role**
- A naturally curious individual who is eager to understand why and how things work
- A “people person” who is deeply passionate about and skilled at developing strong business relationships

**Compensation**:

- Salary: $58,000 - $60, 000
- 5% Annual Performance Bonus
- Health & Dental Plan
- Pension Plan
- Vacation & Paid Leave
- CAA Membership

Employment is contingent on satisfactory results of a criminal background check, driving record, and reference check.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

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