Managing Director, Roadside Assistance Program (Hybrid)

Summary:

The Managing Director, Roadside Assistance Program (RAP) leads AAA’s white-labeled Roadside Assistance Program business. This position has complete responsibility for the RAP line of business, including strategy development, client acquisition, operational implementation, product development, governance management, and P&L results.

Duties and Responsibilities:

• Leads AAA RAP business, including strategy, business development, operations, financials, and technology.
• Generates new RAP B2B growth opportunities with automotive manufactures, fleet companies and other affinity programs consistent with AAA's RAP strategy. Business development responsibilities include nurturing prospective clients, responding to RAP RFI/RFP/RFQs, participating in sales presentations, and negotiating contracts.
• Ensures the proper management and strategic growth of existing clients. Provide guidance and input to a team of Account Executives and gives final approval of client engagement plans. Assists when needed to garner additional strategic benefits or new business from existing clients. Ensures RAP contract renewals meet the financial and operational realities of the current and future road service market.
• Collaborates with the Director of RAP Product Management to develop a technology roadmap that will deliver on OEM/B2B client requirements and protect AAA's market position. Ensures that the P&L supports investment in technology development and that project budgets are appropriately managed.
• Responsible for the short- and long-term financial viability of RAP at both the AAA, Inc. and club levels. Develops an annual budget that meets AAA financial targets and strategic goals. Monitors and recommends changes to monthly RAP finances and forecast. Works on various pricing solutions for new and renewal business.
• Partners with internal AAA stakeholders to ensure RAP meets all client service level agreement metrics, delivers operational and technology excellence, and produces financial results consistent with the RAP strategy.
• Manages contact center partners and vendors to ensure AAA is in compliance with client contractual obligations and budget requirements.
• Manages all aspects of AAA internal governance for the RAP business. Leads efforts with the RAP Steering Committee to drive agenda development, drafts supporting documentation, and curates discussion during the meeting. Partners with the Automotive Subcommittee Managing Director on RAP topics relevant to that governance body. Leads additional meeting material development for the AAA Board of Directors.
• Ensures RAP business and staff comply with company, legal, regulatory, and other compliance policies.
• Supervises work output, performance, and conduct of one or more Associates in alignment with AAA’s ethical standards. Provides feedback, coaching, and mentorship to promote growth and development and positive work culture.

Requirements, Competencies, and Certifications:

• Draws upon knowledge, experience, observation, and inquiry to shape the behavior of others and benefit the organization.
• Furthers the strategic vision of the association by aligning daily actions to the initiatives and goals of the business.
• Possesses strong leadership and organizational skills, is well-informed about industry and function, is capable of leading by influence, and can achieve desired goals and objectives while maintaining the respect and support of the organization.
• Excellent problem-solving skills and ability to think conceptually. Ability to effectively communicate direction to staff and business stakeholders.
• Strong negotiation, facilitation, and consensus building skills; able to present to senior management and stakeholders.
• Works well under pressure and willing to engage individually to get results.
• Excellent verbal, written, and interpersonal communication skills. Listens and communicates technical subjects to both technical and nontechnical audiences, flexes style to suit the needs of the audience.
• Ability to work with others effectively, with third parties, internal teams, and international business units, promoting knowledge sharing within and across teams.
• Customer service / client orientation.
• Identifies and uses individual team member capabilities to help the team. Provides learning opportunities, stretch assignments, reinforcing and redirecting feedback, and coaching.
• Clearly expresses the right information to others in a timely manner and through the appropriate channel; uses non-verbal cues to read the audience and adjust message.

Education and Experience:

• Bachelor’s degree in Business Management or related field.
• Ten (10) or more years’ experience in managing a large business-to-business service or client service delivery organization. Or equivalent combination of education and experience.

Hiring Range:  

• $148,874 - $174,927 
• Position eligible for participation in AAA, Inc. Annual Incentive Plan. 
• AAA is committed to paying competitively and equitably.  The posted range for this position represents competitive compensation based on market data, internal equity, and the skills and requirements of the position.  The actual compensation offered will be based on your qualifications and experience. 

AAA supports a flexible work environment for our associates. We are committed to collaboration, innovation and work-life balance, and offer a hybrid work model of three days in-office, and two days at home (or whenever you work best) each week.

AAA is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee at AAA via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this particular position from AAA Talent Acquisition department will be deemed the sole property of AAA. No fee will be paid in the event the candidate is hired by AAA as a result of the referral or through other means.