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Store Operations Director

2 months ago

Norwalk, Iowa, United States CARSTAR Franchising, Inc. Full time
Job Summary

The Executive Operations Manager is responsible for overseeing the entire operations of a CARSTAR store. Key responsibilities include coaching employees, managing the completion of all repairs, achieving annual financial targets, driving store revenues and CSI/NPS improvements. Additional responsibilities include implementing CARSTAR's EDGE Performance platform, generating additional revenues and enhancing CARSTAR's value proposition through exceptional customer service.

Key Responsibilities
  • Manage the day-to-day operations of the facility, its employees and customer relations through execution of the EDGE Performance platform.
  • Maintain and enhance insurance company relationships by ensuring DRP guidelines are executed and CSI/NPS targets are achieved.
  • Achieve annual/monthly sales and financial performance targets (closing ratio of 75%, cycle time of 7.0 days and CSI/NPS of 81%).
  • Review work orders, assign tasks to employees and verify the quality of work performed.
  • Market to other businesses to generate additional revenue opportunities.
  • Conduct effective store meetings to train and keep employees informed of upcoming events and goals.
  • Resolve all customer-related and employee complaints.
  • Recruit, interview and hire new employees to ensure adequate staffing.
  • Oversee the training, development, corrective action and termination of all employees.
  • Ensure all safety/OSHA policies and procedures are followed in compliance with federal, state, and local regulations and posted in the facility.
Requirements
  • 5+ years of prior management experience in a collision facility required.
  • Prior collision center, production management and estimating experience preferred.
  • High school degree required, bachelors degree preferred.
  • I-CAR certification and Mitchell Repair Center (or similar management system) experience preferred.
  • Effective leadership, customer service and delegation skills required.
  • Ability to be analytical, problem solve and multi-task.
  • Excellent oral and written communication skills.
  • Working knowledge of Microsoft Office (Outlook, Word, Excel).
  • Must have a valid drivers license and clean driving record.