Operations Manager

Summary

Join CSN Collision as a Field Operations Manager and become the primary point of contact for CSN Licensees in your designated region. You will report to the FOM-Team Lead and collaborate with other FOMs and FTAs in Ontario. Your responsibilities include helping licensees grow their businesses by leveraging the CSN System, which encompasses partnerships, marketing tools, and operational support. You will conduct quarterly store visits, lead regional meetings, and work with various CSN teams to execute strategies and improve the system. You will also resolve store concerns, manage cases, build licensee training programs, and report progress to the FOM-Team Lead. This role requires significant travel within Ontario.

Requirements

• Possess a minimum of 5 years of management experience in the collision repair industry
• Have post-secondary or trade school education with a focus in business or a field related to the collision repair industry (considered an asset)
• Have at least 3 years of estimating experience on Canadian industry estimating systems (Audatex & Mitchell)
• Have at least 3 years of experience with OEM procedural lookup as it applies to estimating
• Maintain a valid driver's license
• Work remotely, but travel will be required to meet with stores in Ontario, attend industry events, and training meetings
• In-person meetings with CSN Licensees are expected to constitute 40%-50% of work time, with 20-30 days per year requiring overnight stays
• Work from a home office and have access to a personal vehicle (vehicle allowance provided)

Responsibilities

• Serve as the primary point of contact for CSN Licensees in Ontario
• Understand store needs and collaborate with the FOM-Team Lead or other CSN departments to address those needs
• Conduct quarterly meetings with each store to review business growth, insurance program performance, utilization of CSN system components, new initiatives, and outstanding issues
• Identify one or two strategic action items with expected timelines during store meetings
• Lead virtual and in-person regional meetings up to three times per year and assist with the CSN annual conference
• Collaborate with the FOM-Team Lead to develop strategies for licensees to optimize the CSN System
• Work with other CSN teams to execute identified strategies and suggest improvements to the CSN System
• Resolve store concerns and high-urgency issues originating from CSN corporate teams, providing clear and timely direction
• Escalate complex case management issues to the FOM-Team Lead and assist the FTA with case management and file auditing as needed
• Develop and deliver licensee training, including creating and recording micro-trainings
• Provide monthly progress reports to the FOM-Team Lead, summarizing cases, challenges, and KPI performance

Benefits

• Competitive salary and bonus program
• Competitive benefits package
• Opportunities for career growth and development