Summary:
The Director, RAP Portfolio Management is responsible for the service delivery and operational excellence of a portfolio of business-to-business roadside assistance programs within its purview and across the RAP department. This position leads a team of account executives and administrators in meeting the portfolio’s financial goals and ensures that client contractual obligations and expectations across the department are met. The Director coordinates onboarding of all new RAP clients and directs all contact center relationships for the entire RAP business. The Director also provides training and development opportunities, evaluates operational data for insights, and reviews operational processes across the entire RAP client management team and client base for enhancements. The Director may be called upon when necessary to manage RAP accounts on a temporary basis.
Duties and Responsibilities:
Client Account Management
- Manages the relationships with contact centers that support the AAA RAP business. Acts as an escalated resource to resolve issues with contact center performance. Manages contact center performance to contract SLAs and negotiates renewals.
- Builds and maintains effective long-term relationships with portfolio client senior executives.
- Identifies and develops new or additional strategic opportunities with all existing RAP clients.
- Manages delivery of product development pipeline opportunities in collaboration with the Director, RAP Management.
- Coordinates with internal and external stakeholders to deliver on the required service for accounts (e.g., Clubs, Contact Centers, IT). Works as a liaison to resolve a variety of issues.
- Negotiates contract renewals for portfolio clients in collaboration with the Director, Business Development that are favorable to AAA Inc. and Clubs.
Operational/Governance
- Provides operational and strategic insights and assessments to internal and external stakeholder groups. Functions as the RAP account management subject matter expert. Drives escalations within AAA, Inc. to remediate and resolve problems as needed.
- Reviews all department client metrics, monitors operational trends, and proactively addresses with appropriate remedies, process enhancements, and improvements. Presents metrics and operational insights to RAP leadership and internal stakeholders. Supports account executives in metrics as necessary.
- Delivers governance updates on portfolio clients and operational insights and improvements required by the Managing Director, RAP.
- Engages with Managing Director, RAP as a thought partner to improve operational procedures and processes across the RAP business.
- Assists the Staff Officer and Managing Directors with various project work and performs other related duties as assigned.
Staff Leadership
- Leads a group of account executives and administrators, ensuring RAP client and portfolio team needs and requirements are met with the objective of renewing all portfolio RAP clients.
- Shares best practices, training, and insights with all account executives across the department and provides direction, guidance, and day-to-day assistance as needed.
- Supervises work output, performance, and conduct of one or more Associates in alignment with AAA’s ethical standards. Provides feedback, coaching, and mentorship to promote growth and development and positive work culture.
Financial Oversight
- Manages financial and budgetary aspects of the portfolio account(s) including setting budget targets, forecasting, and meeting targets.
- Participates in the department budget setting, forecasting, and updating process with Finance and the RAP Managing Director.
Client Onboarding
- Drives coordination of new client onboarding and shepherds the account executive until they are ready to take on the day-to-day management of the new RAP client independently.
Requirements, Competencies and Certifications
- Draws upon knowledge and experience, observation, and inquiry to shape the behavior of others and benefit the organization.
- C-suite presence and ability to handle stressful situations.
- Excellent time management and organizational skills, with the ability to adapt to frequently changing deadlines and priorities.
- Exceptional verbal and written communication skills, including the ability to draft executive level communications and reports for leadership/clients and make effective oral presentations.
- Strong leadership and team building skills, well organized, well informed, capable of leading by influence, and able to achieve desired goals and objectives while maintaining the respect and support of the organization and clients.
- Excellent problem-solving skills and ability to think conceptually and effectively communicate direction to associates and business departments.
- Furthers the strategic vision of the association by aligning daily actions to the initiatives and goals of the business.
- Strong negotiation, facilitation and consensus building skills; able to present to senior management and stakeholders.
- Advanced program and people management skills.
Education and Experience
- Bachelor’s degree in Business Management or related field required.
- Minimum of ten (10) years of relevant program management or client relationship experience.
- Travel requirements, 25%.
Hiring Range:
- $105,478 – $103,932
- Position eligible for participation in AAA, Inc. Annual Incentive Plan.
- AAA is committed to paying competitively and equitably. The posted range for this position represents competitive compensation based on market data, internal equity, and the skills and requirements of the position. The actual compensation offered will be based on your qualifications and experience.
AAA National supports a flexible work environment for our associates. We are committed to collaboration, innovation, and work-life balance and offer a hybrid work model of three days in-office and two days at home (or whenever you work best) each week.
AAA National Office is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee at the AAA National Office via email, the Internet, or in any form and method without a valid written Statement of Work in place for this particular position from the AAA National Offices Talent Acquisition Department will be deemed the sole property of the AAA Nationals Office. No fee will be paid if the AAA National Office hires the candidate due to the referral or through other means.