Overview

Reporting to the VP. Automotive & Mobility Services, the Business Development Manager supports the administration, development, expansion, and ongoing operations of our new Pit Crew program. They play a critical role in ensuring the seamless and exceptional delivery of third-party automotive service providers, ensuring they deliver high-quality services that align with CAA's reputation and commitment to member satisfaction.

The Business Development Manager directs Clerical Operations, including administrative tasks and Member record-keeping. They ensure accurate and up-to-date record-keeping of contractor payments, Member reimbursements, Reciprocals, and Member requests. Through involvement in public awareness programs, the Business Development Manager promotes CAA Automotive Services and its offerings, representing the organization at events and in media interviews, fostering positive relationships with Members and the community.

The Business Development Manager collaborates with internal stakeholders to develop and implement efficient operational processes, workflows, and procedures to streamline service delivery and maximize productivity. They conduct regular audits and inspections of Approved Auto Repair (AAR) centres, assessing compliance with established standards.

The Business Development Manager supports the management of operational budgets and allocation of resources to optimize service delivery. Leveraging data analysis and performance metrics, they identify areas for improvement and support data-driven decision-making. When directed, the Business Development Manager supports the administration of CAANEO Fleet Operation and 3rd Party Fleet Operators, maintaining operational efficiency, service excellence, safety, and Member satisfaction.

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 the essential functions.

Education and Experience:

• Post Secondary degree/diploma in a related field.
• Minimum five (5) years of experience in automotive service operations or a similar managerial role.
• Proven experience managing a unionized environment.
• Proven experience managing 3rd party contractors.
• Proven business development skills
• Proven track record of leading and developing high-performing teams.
• Proficiency in data analysis for informed decision-making

Automotive Service Knowledge:

• In-depth knowledge of automotive service operations and/or fleet management.
• Familiarity with industry best practices and standards.

Public Relations and Events:

• Willingness to support / participate in public awareness programs and events

Communication and Interpersonal Skills:

• Excellent interpersonal and communication skills.
• Ability to foster positive relationships with staff, members, and external partners.
• Experience addressing member escalations and complaints.
• Strong leadership and team management skills.
• Ability to motivate and develop staff to achieve organizational goals.

Innovation and Growth:

• Proactive approach to identifying growth opportunities and conducting market research.
• Ability to work collaboratively with cross-functional teams.
• Willingness to participate in national committees.

Travel:

• Ability to travel occasionally, as needed.

Responsibilities

Product Strategy and Operations (Pit Crew):

• Develop and maintain a realistic product road map. Create and prioritize the product roadmap defining clear objectives, timelines and milestones.
• Continue to source new providers for current and future services in CAANEO’s territory.
• Cultivate long-term relationships with the 3rd Party Automotive Services Providers.
• Create new business lines inside and outside of Automotive Services.
• Collaborate with 3rd Party Automotive Service Providers to enhance service offerings and alignment with CAA's standards. Ensure that third-party automotive service providers deliver high-quality services that align with CAA's reputation and commitment to member satisfaction.
• Conduct regular inspections and quality assessments to uphold the standards set by CAA and meet Member expectations.
• Develop and implement a comprehensive network strategy for 3rd Party Service Providers. Work with the team to establish a strong network of providers to enhance service coverage and ensure a prompt response to member requests.

Public Relations and Events:

• Support public awareness programs to promote CAA Automotive Services and its offerings.
• Collaborate with marketing teams to develop effective communication strategies, including public service announcements, media interviews, and other awareness campaigns.
• Participate in public events, media interviews, and community outreach activities to promote CAA's automotive services and foster positive relationships with Members and the community.

Data Analysis and Performance Improvement:

• Develop and track key performance indicators to measure the success and effectiveness of 3rd Party Automotive Service Providers (Pit Crew), Dispatch Operations, and Clerical Operations.
• Utilize data analysis and performance metrics to identify trends, opportunities, and areas for improvement within Automotive Services. Implement data-driven strategies to optimize service delivery and enhance member satisfaction.
• Analyze service performance data, member feedback, and other relevant metrics to make informed decisions and drive continuous improvement.
• Implement data-driven strategies to enhance service delivery and member experience. Use data insights to optimize processes, improve service quality, and elevate Member satisfaction.

Market Research and Analysis:

• Conduct research and analysis on industry trends, customer preferences, and emerging technologies in the automotive service sector.
• Identify growth opportunities and areas for innovation within CAA Automotive Services
• Stay abreast of industry advancements and best practices to drive continuous improvement.

Clerical Operations:

• Lead and inspire a diverse team of employees within a unionized workforce.
• Conduct regular team meetings, provide feedback, and implement training programs to enhance staff skills and knowledge.
• Manage Clerical Operations, including administrative tasks and member record-keeping. Ensure accurate and up-to-date record-keeping of contractor payments, Member reimbursements, and Member requests.
• Address Member escalations promptly, ensuring satisfactory resolution and Member retention. Act as a point of contact for escalated member concerns and work closely with the team to resolve issues.
• Develop strategies to minimize escalations through continuous service improvement. Analyze root causes of escalations and implement measures to prevent recurring issues.

Approved Auto Repair (AAR) Network:

• Oversee the Approved Auto Repair (AAR) network, ensuring compliance with CAA's standards.
• Evaluate and onboard repair shops to expand the network and enhance service options for our members.
• Monitor the performance and service quality of AAR network providers to maintain high standards and ensure Member satisfaction. Implement measures to address any service issues and ensure alignment with CAA's reputation for excellence.

Compensation

• Salary: $72,000 - $75,000
• 5% Annual Performance Bonus
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

Employment is contingent on satisfactory results of a Criminal Background Check, Driver’s Abstract, and references.   

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