State Operations and Performance Manager

**Ready to start a high-speed career with Fix Network ?**:
Buckle up, **Fix Network** is on the fast line, and we're looking for **new talents** who love to hit the accelerator At Fix Network, we're building highways of connections If you're passionate about the automotive industry and you want to take your career to the next level you might just be the pilot we're looking for as our next **State Operations and Performance Manager**

In this role, you will be responsible for the effective leadership, management and performance of the Fix Auto Franchise Network in the assigned state or territory.

**Your responsibilities as a State Operations and Performance Manager** **at Fix Network**:

- Proactively support and drive relevant corporate objectives through daily activities.
- Actively support the day-to-day operations of the Franchisees.
- Answer franchisees' questions and requests for assistance with a sense of urgency and in a timely manner.
- Conduct quarterly Business Excellence reviews with each assigned shop to review reports and determine required actions to support necessary improvements as per the requirements of the program.
- As required, develop procedures and actions to be taken to resolve performance, compliance or operational issues.
- Regularly utilize Fix Hub and Business Excellence reports to analyse operational and financial performance of assigned shops.
- Respond to negative NPS surveys and work with relevant shops to resolve customer concerns.
- Respond to any customer inquiries or immediate need complaints with the utmost consideration in order to provide a superior customer experience.
- Ensure the recording and tracking of operational visits, remote support, warranty issues, NPS and other required actions in the FMS system.
- Establish and maintain strong relationships with franchisees, insurance partners and vendor partners.
- Observe workflow, efficiency and work habits to identify areas for improvement and communicate observations with management.
- Participate in work-related social events, after hours as required.
- Escalate where appropriate any issues and complaints to the Head of Operations.
- Lead or participate in meetings with the management team as required.
- Actively participate in training initiatives offered by the business.
- Attend relevant industry events as directed by State General Manager
- Support Fix Auto representation at industry events as and when required.
- Other related duties as assigned.
- Bachelor's Degree in Business or a related field required.
- Minimum (5) years of experience in the collision services industry.
- Someone who can travel state, Interstate and international is required.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
- Able to effectively communicate both verbally and in writing.
- High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
- Good organizational, time management and prioritizing skills.
- Ability to monitor financial accountabilities.
- Proficiency with word processing, spreadsheet, and presentation software

***Why Fix Network?**:
Join a **dynamic** and **highly motivated** **team** in a flexible and ever-evolving work environment. Fix Network is the world's fastest growing automotive aftermarket service provider with over 2,000 shops in 21 countries. The Fix Network family of brands includes Fix Auto, ProColor Collision, NOVUS Glass, SRP and Speedy Auto Service. And we're just getting started As we expand our business footprint around the world, we are always looking for dynamic people to keep Fix Network in a leadership position.

**Step on the gas and explore the exciting daily life of a State Operations and Performance Manager at Fix Network, where every day is a real racetrack