Manager, My Pit Crew Operations

Directly supervises the My Pit Crew Operations within Hoosier Motor Club territory, under limited supervision by the Director of Fleet Operations. Ensures that AAA members and other customers receive unsurpassed service in the most cost-effective and timely manner. Encourages and coaches' staff to achieve departmental standards and goals according to approved budget and business plans. Responsible for growing sales and expanding the business venture with established and untapped opportunities.

Duties and Responsibilities:

• Ensures the efficient direction, assignment, control, and deployment of MPC personnel and equipment through scheduling and equipment readiness.
• Provides leadership to staff in technical as well as administrative functions by encouraging staff toward development and improvement.
• Oversees service for all local customers, both private individuals and corporate accounts.
• Actively pursues acquisition of new customers and maintains existing customers, that may include frequent cold calls, follow-up visits, and special arrangements.
• Achieve growth and meet sales targets by successfully maintaining and developing commercial sales.
• Screens and interviews applicants and hire qualified candidates to ensure adequate staffing.
• Ensures that all departmental standards and goals are achieved by staff, including safety, revenue, budgetary constraints, and productivity.
• Evaluates staff job performance and conducts formal and non-formal appraisals, recommends salary increases, promotions, disciplinary actions, and terminations.
• Develops and maintains productive relations with staff, Fleet Operations, Outbound Communication Center, and other departments.
• Assists Director Fleet Operations with investigations and resolutions of complaints.
• Purposefully improves own skills and abilities toward the goal of upward mobility within the organization.
• Confer with customers, supervisors, vendors, and other personnel to exchange information and to resolve problems.
• Resolve employee problems or collaborate with employees to assist in problem resolution.
• Monitor fieldwork to ensure that it is performed properly and that materials are being used as they should be.
• Recommend and implement measures to improve employee motivation, equipment performance, work methods, and customer services.
• Maintain and verify records of time, materials, expenditures, and crew activities.
• Safely operate computer related equipment including but not limited to wireless data terminals, credit card terminals, battery diagnostic equipment, and communication devices in a safe and professional manner adhering to all safety protocols.
• Maintain and account for company provided assets.
• Prepare, compile, and manage staff using Key Performance indicator reports on work activities, operations, production, sales growth, and member concerns.
• Ensures compliance with operations policies, standards, and safety procedures.
• Plan, organize, and manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements.
• Manages overtime to ensure it is within budgetary constraints.
• Monitors and coordinates time off requests.
• Creates weekly staffing schedule.
• Maintains awareness and reports on various employee situations such as vacation, wellness, work related injuries, and FMLA related situations.
• Maintains working relationship with HMC Human Resources.
• Closely monitors all inventory, assets, and equipment.
• Responsible for security of location.
• Assists members and customers with service as needed.
• Coordinates with Fleet maintenance to ensure upkeep and regular maintenance of club owned vehicles.
• Cash management to include daily reconciliations, deposits, and petty cash.
• Performs other duties as required by management.

Supervisory Responsibilities:This position has multiple supervisory responsibilities; Currently 5-10 employees and growing.

Education and/or Experience Requirements:

Education: High School Education or GED required.Bachelor's degree from a four-year college or university preferred.

Experience: Minimum of four years' experience in the automotive services industry and/or combination of college and work-related experience. Proven track record of KPI management, sales growth, customer service and revenue generation preferred.