About this role
Role Overview
- 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
- Availability to travel 70–80% of the time
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements