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Automotive Collision Operations Manager

3 months ago

Cornwall, Canada CSN Collision Centres Full time

About CSN Collision

CSN Collision is dedicated to safely restoring over 200,000 vehicles annually, ensuring Canadians can return to the road with confidence, knowing their vehicle has been meticulously repaired to a like-new condition. Established in 2002, CSN has evolved into the premier provider of collision repair services, boasting 230 centers across Canada.

Position Overview:

Bilingual proficiency in English and French is essential

The Field Operations Manager for the Ottawa region serves as the key liaison for CSN Licensees within the assigned territory. Reporting directly to the FOM-Team Lead, this role collaborates with fellow FOMs and FTAs throughout Eastern Canada. The FOM's primary responsibility is to assist licensees in enhancing their performance and growth by coordinating with various departments within CSN to optimize business operations through the CSN System, which encompasses (i) partnerships with insurers, OEMs, and vendors, (ii) local and digital marketing resources, and (iii) operational support tools.

Main Responsibilities of the Field Operations Manager

  • Act as the primary contact for CSN Licensees in the Eastern Ontario & Quebec Region.
  • Assess store requirements and collaborate with the FOM-Team Lead or other CSN departments to address these needs effectively.
  • Conduct quarterly meetings with each store to maximize the benefits of the CSN System, focusing on:
  • Overall business growth and performance metrics.
  • Performance evaluation on insurance programs.
  • Utilization of vendors, marketing initiatives, software, training, and other elements of the CSN System.
  • Updates on new and upcoming CSN initiatives.
  • Review of outstanding and emerging issues, including non-urgent matters.
  • Identification of strategic action items with expected timelines.
Facilitate virtual and in-person regional meetings, occurring up to three times annually, and assist with the CSN annual conference. Collaborate with the FOM-Team Lead to devise strategies that enable licensees to fully leverage the CSN System. Work alongside other CSN teams to implement identified strategies and propose enhancements to the CSN System. Address store concerns and urgent issues arising from CSN corporate teams, providing clear and timely guidance. Escalate complex case management challenges to the FOM-Team Lead as needed and support the FTA with case management and file audits when required. Develop and support training for licensees, create content, and record micro-trainings. Report monthly progress and activities to the FOM-Team Lead, summarizing:
  • Cases and action items older than 30 days.
  • Challenges in engaging with stores.
  • KPI performance compared to targets.
Qualifications and Skills

  • Bilingual (French/English) is mandatory.
  • A minimum of 5 years of management experience in the collision repair sector.
  • Familiarity with GAA rules and their application in Quebec.
  • Post-secondary education or Trade School training focused on business or a related field in collision repair is advantageous.
  • At least 3 years of estimating experience using Canadian industry estimating systems (Audatex & Mitchell).
  • A minimum of 3 years of experience with OEM procedural lookup as it pertains to estimating.
  • A valid driver's license is required at all times.
Travel Expectations

  • Travel is necessary to meet with stores, participate in industry events, attend training sessions, and engage with corporate staff.
  • In-person meetings with CSN Licensees are anticipated to constitute 40%-50% of the employee's time, with 20-30 days per year requiring overnight stays.
  • The successful candidate will operate from a home office and must have access to a personal vehicle (a vehicle allowance will be provided for use, maintenance, and insurance).
Work Environment

  • This role operates in a fast-paced and complex environment, characterized by urgent timelines, multiple competing priorities, and the management of various stakeholders.
Benefits

  • Competitive salary and bonus structure.
  • Comprehensive benefits package.
  • Opportunities for career growth and development.