Overview

The Regional Coordinator manages CAANEO’s relationship with the east region hired service network. They are responsible for the efficient management of the network, as well as exploring strategic collaborations with third-party service providers. This includes comprehensive contract negotiations and transparent service level agreements, rates, and terms that align with the Club's objectives.

The Regional Coordinator ensures compliance and quality, monitoring third-party contractors' adherence to contractual obligations, and collaborating closely to facilitate the provision of high-quality services. They conduct regular comprehensive inspections of partner fleet vehicles, equipment, and facilities to ensure compliance with safety and regulatory requirements.

The Regional Coordinator works with other departments to monitor budgets, integrate new technologies, and align service delivery with customer needs. They leverage insights and data-driven decision-making to contribute to operational efficiency and innovation.

Responsibilities

Partner Relations and Contract Management:

• Forge and nurture strategic partnerships with third-party towing and light service providers, cultivating a collaborative and mutually beneficial relationship
• Engage in comprehensive contract negotiations, ensuring that service level agreements, rates, and terms are transparent, favorable, and aligned with the Club's objectives
• Regularly communicate with third-party partners to maintain open channels of dialogue, address concerns, and drive continuous improvement

Inspections and Compliance:

• Vigilantly monitor third-party contractors' adherence to contractual obligations, ensuring the consistent provision of high-quality towing and assistance services
• Thoroughly assess compliance with contractual, safety, and regulatory requirements, providing actionable feedback to enhance operational efficiency and service quality
• Collaborate closely with contractors to ensure they are equipped with the necessary resources, training, and tools to meet and exceed performance standards
• Conduct annual inspections of third-party partners' fleet vehicles, equipment, and facilities
• Generate detailed reports outlining inspection findings, corrective actions, and recommendations for continuous enhancement

Quality Assurance and Performance Metrics:

• Establish and maintain robust quality assurance mechanisms to monitor the consistency and excellence of services provided by third-party partners
• Develop performance metrics and KPIs to measure the effectiveness, responsiveness, and customer satisfaction of third-party towing services
• Collaborate with internal teams and use tools like CRM and Informer to track and analyze performance data, facilitating data-driven decision-making

Cross-functional Collaboration:

• Ensure clear and timely communication of operational updates, changes, and initiatives
• Share insights from fleet management to contribute to the organization's continuous improvement.
• Provide financial data and insights to support budget planning, cost control, and resource allocation.
• Work closely with IT and technology teams to evaluate, implement, and integrate new technologies, software, and tools for fleet management and data analysis.
• Ensure seamless integration of fleet management software, GPS systems, and communication tools.
• Contribute to the development and implementation of safety protocols, training programs, and incident prevention strategies.
• Engage with senior leadership to provide insights into fleet-related matters.
• Contribute to the formulation of long-term strategies, goals, and initiatives that align with the organization's overall vision.
• Collaborate on initiatives that improve cross-functional efficiency, align operational objectives, and enhance overall organizational performance.
• Share insights from customer interactions to drive improvements in service quality and customer satisfaction.

Value Optimization and Cost Efficiency:

• Continuously assess the value derived from third-party partnerships, evaluating the alignment of service quality, rates, and customer satisfaction with established benchmarks
• Collaborate with finance and procurement teams to ensure that contracted service rates remain competitive and reflective of market trends
• Identify opportunities for cost optimization, process streamlining, and service enhancements through strategic collaboration with third-party partners

MTO Accredited Trainer:

• Complete the MTO Tow Truck Instructor Training Program
• Perform certification for the Ottawa Fleet and Thunder Bay Fleet, as well as occasionally for drivers from the hired service network. Will involve occasional business travel at the Club’s expense
• Work with the Ottawa Fleet Supervisor and the Northern Region Coordinator to develop and update in-house training for fleet drivers

Continuous improvement and innovation:

• Foster a culture of innovation and continuous improvement within the 3rd party fleet management function
• Encourage the exploration and implementation of innovative practices, technologies, and strategies to elevate service levels, efficiency, and customer experience
• Collaborate cross-functionally to integrate lessons learned and best practices from third-party partners into the broader fleet management strategy
• Work with the Business Development Manager on new products and services, both within the traditional realm of Emergency Roadside Assistance, as well as Pit Crew services

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 (or equivalent practical experience)
• Proven track record of at least three (3) years in partner relations and managing third-party service providers
• Four (4) years of towing experience or a post-secondary Adult Education diploma
• Successful completion of the MTO Tow Truck Instructor Training Program
• In-depth knowledge of fleet operations, maintenance practices, vehicle safety, and compliance with industry regulations
• Valid G or D driver's Licence. Z rating preferred
• Driver’s Abstract acceptable for corporate vehicle insurance polices

Technical proficiency:

• Familiarity with vehicle monitoring tools, fleet management software, and GPS systems to optimize fleet utilization and performance
• Proficiency in using CRM, Informer, and other relevant software for data analysis and decision-making

Collaboration and communication:

• Excellent interpersonal and communication skills to facilitate cross-collaboration and build strong relationships with internal and external stakeholders
• Ability to convey complex technical information to non-technical audiences effectively

Partner relations and contract management:

• Experience in establishing and nurturing strategic partnerships.
• Experience in negotiating favorable terms, rates, and service level agreements with third-party towing service providers
• Proven ability to enforce contractually obligated services and ensure high-quality standards are maintained

Safety and compliance focus:

• Deep understanding of WSIB, Ontario Ministry of Transportation, and Hazardous Materials regulations
• Prior experience in implementing safety protocols, conducting safety training, and ensuring regulatory compliance

Strategic thinking and problem-solving:

• Strong analytical skills to identify operational inefficiencies, develop solutions, and drive continuous improvement

Financial acumen:

• Solid financial management skills to develop and manage budgets, analyze cost data, and implement cost-saving initiatives
• Ability to collaborate with finance teams to track expenses, analyze variances, and ensure budget compliance

Customer-centric mindset:

• Strong commitment to delivering exceptional customer service and exceeding customer expectations
• Ability to align fleet operations with customer needs and contribute to a positive Member experience

Innovation and adaptability:

• Openness to exploring and implementing new technologies, tools, and processes to enhance partner relations and operations
• Willingness to adapt to changing industry trends and contribute to a culture of innovation

Organizational and time management:

• Exceptional organizational skills to manage multiple tasks, projects, and priorities simultaneously.
• Ability to meet deadlines, prioritize tasks, and maintain a high level of attention to detail

Travel

• Willingness to travel within CAANEO territory

Compensation

• Salary: $65,000 - $70,000
• 5% Annual Performance Bonus
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

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

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