Mgr, Business Insights and Analytics

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Dearborn, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Competitive Compensation and Benefits Package

Overview: <strong>About ACG<br /></strong>The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 13 million members and customers across 14 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG is a member club of the national American Automobile Association (AAA federation) and is the second-largest AAA club in North America.<br /><br /><strong>Compensation</strong> <br />The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership, and much more!<br /><br /><strong>Work Environment</strong><br />Works in a temperature-controlled office environment or remote &ndash; work from home environment.<br /><strong><br /></strong>
Responsibilities: <ul> <li>Oversees projects to analyze operational activities, identify areas in need of improvement, and develop process improvement objectives.</li> <li>Conducts research and benchmarks against industry best practices.</li> <li>Champions and drives change initiatives.</li> <li>Manages the implementation and maintenance of solutions and practices to increase operational efficiencies.</li> <li>Confronts change resistance in a positive, respectful, and creative way and guides the cultural transformation.</li> <li>Leads Direct Operations in the facilitation/resolution of problems, providing business line analysis and supporting data needs.</li> <li>Provides operational leadership through the administration of call center analytics and recognition programs for the Insurance, Travel, and Membership call centers.</li> <li>Supports a performance-based culture and focuses on achieving performance-based goals: sales production, customer satisfaction (NPS), time management, attrition, etc.</li> <li>Focus of effort is on achieving and sustaining a high level of customer service, driving process improvements, new business, operational efficiency, etc. within the department.</li> <li>Manage new programs by ensuring expectations are communicated effectively, understood, supported, and embraced.</li> <li>Review all processes and applications looking for ways to improve and make recommendations as appropriate to upper management.</li> <li>Manage through innovative ways to improve revenue through sales.</li> <li>Lead, coordinate and monitor various sales projects to ensure the achievement of regional and corporate goals.</li> <li>Provide analytical skill and content knowledge in the development of recommendations; prepare reports, statistical information, and communications for distribution.</li> <li>Research issues and respond to complex inquiries, providing management with a consistent approach regarding various processes (e.g. communication, training schedules, promotions, and events) across regions.</li> <li>Develop reviews and analyze various reports (e.g. sales volumes, retention results, commission, revenue, expense, service trends, etc.) to identify opportunities for further training, improved marketing opportunities, tracking for contest standings, etc.</li> </ul> <br /><strong>Supervisory Responsibilities:</strong><br /> <ul> <li>Leads a team of professional and support staff spread across the ACG footprint.</li> </ul>
Requirements: <strong>Education:</strong><br /> <ul> <li>Bachelor&rsquo;s degree in Business, Finance, Marketing, Communications or closely related field, or a combination of education and experience.</li> </ul> <br /><strong>Experience:</strong><br /> <ul> <li>Leading complex, cross-functional initiatives and the successful implementation of projects/systems</li> <li>Experience leading multiple and separate projects simultaneously</li> <li>Implementing project or program structure that ensures appropriate accountability and successful outcome of change initiatives</li> <li>Analyzing and defining resource and skill requirements, forecasting, and budgeting for projects.</li> <li>Designing, organizing, implementing, and leading business functions, teams, or units. Includes providing leadership, motivation, coaching, guidance, feedback, and mentoring to project team members</li> <li>Previous front-line supervisory/management experience in a call center or customer service operations environment.</li> </ul> <br /><strong>Knowledge and Skills:</strong><br /> <ul> <li>Call center operating systems and metrics</li> <li>Ability to analyze, diagnose and formulate recommendations from the market and/or call center-specific data; conceptual thinking</li> <li>Superior written, presentation, and interpersonal skills. Interfaces and communicates effectively with all levels within the organization in a manner that is collaborative and respectful</li> <li>Proficient skills in Microsoft Office suite</li> <li>Decision making</li> <li>Organization and planning</li> <li>Work under pressure</li> </ul> <br /><strong>Preferred Qualifications:</strong><br /> <ul> <li>Project management certification (PMP)</li> <li>Six Sigma experience &ndash; Green/Black belt</li> <li>At least 2 years in an Analyst role</li> <li>Advanced Microsoft Excel knowledge</li> <li>Tableau experience</li> </ul> <br />Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.<br /><br />The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.