Improve the operational performance and profitability of each franchised center.
Manage and resolve customer complaints (case management).
Attend business group meetings as required.
Support EPGs (Edge Performance Groups) and operational performance groups when required.
Monitor and ensure implementation of actions agreed with franchisees following these meetings.
Coach and mentor franchisees and center managers to increase territory profitability.
Participate in operations meetings, the annual CARSTAR conference, EPGs and any additional required training.
Verify and maintain compliance with CARSTAR standards and contractual obligations.
Support and promote CARSTAR initiatives.
Prepare and submit a visit report for each center visited.
Update all reported key performance indicators (KPIs) on a monthly basis.
Support the onboarding process for new franchisees, as needed.
Support the contract renewal process and contribute to retention of existing centers.
Provide timely and effective responses to all communications.
Achieve assigned objectives and targets.
Perform any other duties related to the role.
Requirements
Bachelor’s degree or equivalent management experience
Experience in a multi‑unit management role, operational consulting, or equivalent experience (5–7 years in the industry)
Proficiency in Microsoft Office: Outlook, Word, Excel, PowerPoint
Familiarity with accounting systems (QuickBooks, Peachtree, etc.)
Knowledge of collision repair management systems (Mitchell, Summit, BodyShop Connect, CarCollision, etc.) and estimating software
Significant hands‑on experience in the collision repair industry and/or property/damage insurance
Ability to analyze operational KPIs
Good understanding of financial principles: accrual accounting, analysis of financial KPIs, and the ability to read and interpret an income statement, balance sheet and other required financial statements
Knowledge of accounts receivable and accounts payable management