Field Operations Manager

1Collision Network, as part of the CSN Collision Centres group, safely repairs more than 200,000 vehicles a year helping Drivers get back on the road with the trust and comfort of knowing their vehicle has been returned to a pre-accident condition. Since 2002, CSN has grown to become the leader in collision repair with over 350  collision repair centres across the USA, Canada and Italy.

Summary

The Field Operations Manager – Midwest (FOM – Midwest Region) is the primary point of contact for 1Collision Locations within the Midwest region. The position reports directly to the Director of Field Operations and will work with other team members in support of the 1Collision network.  The FOM will work with other departments within 1Collision and CSN to help 1Collision stores grow, perform and improve their business operations by leveraging the 1Collision System, which includes (i) operational support tools, (ii) local and digital marketing tools , (iii) expanding relationships/partnerships with insurers, OEMs and vendors and more.

• Primary point of contact for 1Collision stores in the Midwest region of the United States with possible support of surrounding states, as assigned, until store count increases to warrant additional staff.
• Understand store needs and work with the Director of Field Operations, or other departments within the organization, when necessary, to ensure that these needs are met.
• Conduct FOCUS Meetings  with each store on a quarterly basis to ensure that the store is getting the most out of the 1Collision System; specific meeting topics include:
• Strategic review of overall business performance
• Performance on programs (eg. Insurance, OEM, etc)
• Utilization of vendors, marketing programs, software (including Management Systems, Estimating Systems, parts procurement systems), training and other components of the 1Collision System
• New and upcoming 1Collision initiatives
• Review of outstanding issues and / or new issues, including non-urgent issues.
• Identification of one or two strategic action items and expected timing.
• Lead in hosting in person regional meetings, to occur two times per year;
• Work with the Director of Field Operations to identify strategies to help 1Collision Locations get the most out of the 1Collision and CSN System(s).
• Work with other teams at 1Collision and CSN to execute identified strategies, and / or suggest additions, changes and deletions to the respective System.
• Resolve store concerns, and high urgency issues originating from corporate teams, providing clear direction in a timely manner.
• Escalate complex case management issues to the Director of Field Operations when necessary and assist teammates with case management and file auditing, when necessary.
• Support in building training
• Contribute as a subject matter expert to the Training and Development Team.
• Report progress and activity both directly to the Director of Field Operations as directed, and through the organizations CRM System, providing summaries on the following topics:
• FOCUS meeting details
• Cases and action items, specifically those more than 30 days old
• Challenges engaging with stores.
• KPI performance vs. targets
• Tactical plan execution and results