Manager, Road Assist Fleet & Contract Partners

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

Are you an experienced automotive leader who knows how to build strong teams and productive business partnerships? Do you thrive in a field-based role where safety, operational performance, and the Member experience all matter?

BCAA is looking for a Manager, ERS Fleet & Contract Partners, Road Assist to lead a team of Remote Fleet Technicians and oversee relationships with our external Tow Partners. You’ll help ensure reliable roadside coverage, consistent service standards, safe operations, and an excellent experience for BCAA Members across British Columbia.

This role requires approximately 70% travel throughout British Columbia. You’ll also need the flexibility to work varied hours, including weekends.

Who you are

• A confident people leader who knows how to coach, develop, and hold teams accountable.
• An experienced automotive professional with a strong understanding of field operations and customer service.
• A relationship builder who can effectively manage external partners, negotiate priorities, and represent the BCAA brand.
• A practical problem-solver who uses data, sound judgment, and operational insight to improve performance.
• A safety advocate who leads by example and creates clear expectations for employees and partners.
• Adaptable, organized, and comfortable balancing competing priorities in a fast-paced environment.

What you’ll do

Lead and develop the team

• Lead, coach, and develop a team of Road Assist Remote Fleet Technicians.
• Hire and train new team members while ensuring the team has the skills and experience needed to meet operational objectives.
• Manage performance and operational KPIs through regular evaluation, feedback, coaching, and roadside visits.
• Oversee scheduling, time administration, overtime, shift changes, and vacation approvals in partnership with the scheduling team.
• Ensure employees consistently follow BCAA policies, procedures, and People & Culture practices.
• Manage costs within established operational budgets.

Manage Contract Partner relationships

• Build and maintain strong relationships with Tow Partners to support dependable roadside coverage for BCAA Members.
• Provide account management support related to training, health and safety, service quality, and business operations.
• Communicate BCAA programs, operating procedures, quality standards, and new initiatives to Tow Partners.
• Identify and implement process and policy improvements that strengthen consistency, manage costs, and improve the Member experience.
• Support the continued growth of the Battery Program across the Tow Partner network.

Champion safety

• Help build and maintain a strong Safety First culture across the Fleet Technician team and Tow Partner network.
• Ensure Fleet Technicians follow established safety policies and procedures.
• Collaborate on safety and training initiatives, sharing best practices and resources with Tow Partners.
• Encourage the continued development of partner safety programs and higher health and safety standards across the industry.

Strengthen the Member experience

• Coach employees and partners to consistently deliver positive Member experiences.
• Monitor customer satisfaction and help drive strong Net Promoter Score results.
• Address escalated Member concerns in a timely and professional manner.
• Partner with Automotive leadership and the Automotive Customer Care team to resolve service issues and support BCAA’s strategic goals.

What you bring

• Grade 12 or equivalent.
• A diploma in business management, automotive training, or an equivalent combination of education and experience.
• Automotive Mechanical Repair certification or related automotive qualifications.
• At least five years of experience in the automotive industry.
• At least three years of leadership, supervisory, or account management experience.
• Demonstrated experience developing employees, improving processes, and leading operational performance.
• Strong account management, negotiation, communication, and relationship-building skills.
• Sound analytical, problem-solving, and decision-making abilities.
• Experience handling customer concerns and escalations.
• Proficiency with Microsoft Office and Microsoft 365 tools.
• A clean BC Class 5 driver’s license or better.
• Willingness and ability to travel frequently and work varied hours, including weekends.

Bonus qualifications

• A degree in business management or a related field.
• Additional account management experience.
• Experience with Salesforce Field Service, CRM platforms, Moneris terminals, or similar operational systems.

The salary range for this position is $94,000 to $98,000 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 12.5%, with the opportunity to earn up to 20%.

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.

• Career and personal development to help you grow and reach your goals.

• Incentives that recognize team and individual sales and performance.

• Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.

• A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.

• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.

• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.

• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

*for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact [email protected].