SUMMARY:
The Regional Manager is responsible for the performance, leadership, and operational success of the collision repair centers within an assigned region. This role directly oversees General Managers and their teams, ensuring consistent execution of company goals, operational standards, and exceptional customer service.
The Regional Manager maintains a strong, visible presence across their shops, driving results through coaching and developing talent, and ensuring accountability across all key performance indicators (KPIs). This role partners closely with the Director, Field Operations and Support Center teams to support growth over the long term, successful acquisition integration, and continuous improvement across the region.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Provide direct leadership and day-to-day oversight to General Managers and shop leadership within the assigned region.
- Maintain a regular, visible presence in shops through site visits made in person, monitoring performance, coaching leaders, and reinforcing operational consistency across all locations.
- Set clear expectations and hold GMs accountable for achieving KPI targets, maintaining compliance, and delivering exceptional customer experiences.
- Assume full responsibility for all regional centers' key performance indicators (KPIs); ensure GMs understand all KPIs and are given the proper training and support to meet or exceed them consistently.
- Identify systemic and shop specific operational challenges, analyze root causes and develop and drive action plans for resolution.
- Lead performance management efforts, including coaching, performance improvement plans, and recognition of high performers.
- Partner with Talent development in succession planning within the region by mentoring GMs, identifying future leaders, and supporting career growth.
- Ensure timely and effective onboarding and training for new managers and team members.
- Support integration of newly acquired centers and ensure they align with company standards and culture.
- Build and maintain strong relationships with local clients, dealerships, and key market partners; capitalize on market opportunities.
- Provide General Managers with support relating to employee relations issues in partnership with People Operations.
- Promote and enforce safety practices and regulatory compliance across all locations, including federal, state, and local regulations such as hazardous waste disposal and OSHA's Right to Know rules; ensure necessary training and proper safety equipment are in place.
- Resolve issues specific to the region or to individual shops, along with customer and client concerns, in a timely manner, keeping a consistent focus on shop performance.
- Collaborate with the Director, Field Operations on broader strategic initiatives while maintaining autonomy and responsibility for the region's success.
QUALIFICATIONS:
- High school diploma required; bachelor's degree preferred.
- Minimum of 5 years of proven experience in multi-unit operations or field leadership within the collision repair, automotive, or related service industry.
- Strong leadership and people management skills, with a track record of developing high performing teams.
- Excellent understanding of KPIs, P&L management, operational processes, and customer satisfaction drivers.
- A self-starter who works well independently and can comfortably manage both strategic planning and hands-on operational support.
- Effective problem-solving skills and strong analytical ability, with sound skill in resolving conflict.
- Personable, friendly demeanor with a strong approach to customer service, internally and externally.
- Excellent communication skills, both verbal and written.
- Ability to handle multiple tasks in a fast-paced environment and travel regularly within the assigned region (75%+).
- Ability to read and understand basics of repair instructions, written estimates, and work orders.
This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.