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Roadside Assistance Operations...

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Job Summary

AAA Western & Central NY
Buffalo, NY 14225
Job Type
Full Time
Years of Experience
5+ to 7 Years
Education Level
Bachelor's Degree
Career Level
Manager (Manager/Supervisor of Staff)

Roadside Assistance Operations Manager

About the Job


  • Plans, organizes, staffs, directs, controls and budgets for Emergency Road Service Fleet Operations.
  • Coordinates and oversees daily operational activities.
  • Carries out supervisory responsibilities in accordance with the Club’s policies and applicable laws.
  • Responsible for properly managing Club assets, to include property, equipment and human resources.
  • Provides relevant information and performance feedback formally and informally to all staff on a regular basis through the use of communication techniques such as, staff meetings, one-on-one discussions/coaching, performance evaluations, electronic means, etc.
  • Key communicator between senior Management and front-line associates.
  • Responsible for the development of, and adherence to, departmental budgets for capital and operating income and expenses.
  • Responsible for managing the efficiency and profitability of a Fleet operation ensuring that revenues and expenses fall within budgeted allocations. Budgets for income, operational and capital expenses.
  • Accountable for compliance to all quality standards established both on a local and national level, to include Club-wide member satisfaction goals. Counsels/critiques/communicates to members to ensure total satisfaction.
  • Ensures the safety and security of associates, Club assets and property through the adherence of established safety and security policies, processes and programs.
  • Ensures adequate and proper development of Staff.
  • Responsible to identify, through individual and/or group performance and skill assessments, job skills and processes that, due to the course of normal business and career development, require additional improvement or upgrading. Supports Club-wide training efforts.
  • Proficient in basic PC skills to include Microsoft Windows, Microsoft Office applications, Internet Explorer and appropriate Axis applications.
  • Ensures adequate and proper training of Staff. Supports Club-wide efforts for security and integrity of data.
  • Responsible for determining an effective Fleet scheduling program, efficiently using resources and meeting service level expectations.
  • Responsible for development and realization of Club roadside "On the Go" initiatives.
  • Ensures adequate training and development of Staff, developing performance measures, guidelines and incentive plans.
  • Ensures that drivers and trucks operate within all applicable Local, State and Federal guidelines.
  • Develops and administers business plan components designed to meet strategic objectives, improve service and foster growth of Staff.
  • Develops and maintains Standard Operating Procedures for Fleet operations.
  • Responsible for researching and developing additional revenue streams which compliment AAA Fleet operations.
  • Plans for and enacts AAA Association architecture and initiatives compatible with our operations.
  • Reviews and analyzes department reports, initiating adjustments and changes to operations where/when necessary.
  • Responsible for sales levels, goals and performance of subordinates.
  • Details operations to Management in reports and other forms as necessary.
  • Upon need, the Manager must be able to perform the same or similar work as subordinates.
  • Works closely with all Automotive and other business line Managers in development and support of member centric programs.


·         Four year college degree or equivalent technical training in military or other acceptable venues.

·         Over 5 years combined experience in automotive related and management fields.

·         Must have familiarity with Federal Motor Carrier Safety regulations as applicable to Fleet operations as well as other State, Local and Federal rules, regulations and laws.

·         Must possess the proper licensing to drive Club vehicles and maintain insurability as determined by our carriers.

·         Ability to communicate effectively and professionally.

·         Ability to develop and carry out effective presentations to potential business partners and staff.

·         Proficient with mathematics and basic statistical analysis.

·         Solid understanding of basic accounting principles.

·         Solid working knowledge of Microsoft Office products.

·         Possess excellent decision-making, problem-solving, planning and human resources skills in order to contribute to the overall efforts of the Management Team and Club objectives.

·         Must be familiar with client server environments and network functionality.

·         Required regularly to use a PC.

·         Must occasionally lift and/or move heavy tools, accessories and equipment (80 lbs or more).


  • Works primarily in a typical garage/repair shop environment where temperature extremes are present.
  • May work outside under adverse conditions.
  • Exposure to dirt and grease is common.

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