Gerber Collision & Glass

Operations

• Responsible for the operation and results of multiple shops, work locations and markets within a designated area.
• Manage the activities of all business units within the designated areas or locations through active coordination with the fulfillment group at all times.
• Ensure staff are following company Standard Operating Procedures (SOP).
• Recognize and document exceptional and substandard performance.
• Ensure customer satisfaction by coaching staff and resolve customer concerns as required.
• Responsible for profitability of all areas and/or locations managed.
• Review all financial and performance reports.
• Partner with the General Manager and/or Market Manager to recruit, interview and hire new staff.
• Train new hires in regards to company policy and procedures.
• Promote safe, clean working conditions, review ERS audits and safety records of their locations.

Manager, Regional Operations – Auto Glass

Manager

• Supports achievement of operational and client metrics.
• Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership.
• Conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures to ensure repair facilities are operating best in class.
• Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway.
• Works in partnership with the National Account team to understand client requirements and current performance levels for a specific Insurance Partner(s).
• Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.
• Trains and coaches market and shop leaders on following WOW repair processes as it relates to estimatic areas.
• Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans.
• Supports Regional and Market leadership for the training and implementation of Gerber’s processes and procedures related to new acquisitions.
• Extracts and analyzes data from the company’s internal data reporting tools.
• Monitors and evaluates scorecard performance for insurance partners.

Regional Client Performance Manager

• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations.
• Manage the activities of all locations within the designated market through active coordination with the individual locations’ General Managers.
• Monitor capture rates to insure stores are taking full advantage of opportunities.
• Manage and hold all staff accountable for shop performance by ensuring all reporting employees understand the company mission to WOW every customer and be the best, ensuring staff is following standard operating procedures (SOP), recognizing and documenting exceptional and substandard performance.
• Be the conduit for load leveling for the market by holding daily calls.
• Recruit, interview, train new hires.
• Ensure customer satisfaction by coaching staff and resolving customer concerns as required.
• Seek out opportunities for continuous education and development for all employees.
• Participate in external marketing and team building activities as requested.
• Promote safe, clean working conditions; review audits and safety records of their locations.
• Ensure all personal protective equipment is being used properly and document managers that do not enforce safety policies.
• Work with corporate staff to achieve the external growth of the assigned market internal reporting and communications to meet or exceed the objectives of the area business plan.
• Review location performance against goals with location managers, and provide coaching to ensure all locations are performing to potential.
• Contact all claims managers and dealer accounts on a monthly basis (minimum).
• Conduct operations reviews with location managers and audits (in-person) on a monthly basis, and meet as requested.
• Promote, develop and act as a liaison with area insurance contacts and other referral points.
• Ensure that stores are responsive to clients in a timely manner.

Market Manager

• Ensure consistent execution of WOW (Wow Operating Way) plan
• Prepare and manage the annual and monthly operating budget of the collision center
• Forecast, target and track monthly sales, profit and expense objectives
• Must be able to write estimates
• Deliver formal annual performance reviews and informal monthly performance reviews
• Monitor and maintain all A/P and A/R relating to the Collision Center
• Maintain a clean and organized repair facility at all times
• Monitor all maintenance required for all shop equipment, including the paint booth
• Provide training for all staff as necessary
• Ensure all staff wear proper safety gear and adhere to dress code
• Open and close the facility daily as per established procedures
• Conduct or coordinate daily production meetings/walks to confirm through-put and delivery dates
• Manage all estimates to ensure labor mix is within established standards
• Manage store capacity
• Lead and manage all repair facility personnel
• Facilitate monthly Health & Safety and staff meetings
• Attend monthly managers meetings
• Attend training, information sessions and workshops recommended by Senior Leadership Team
• Store CSI performance review and follow up within 24 hours

Collision General Manager

• Provide an exceptional and successful customer experience while leading and maintaining the day-to-day operation of the Store
• Ensure consistent execution of WOW (Wow Operating Way) plan
• Prepare and manage the annual and monthly operating budget of the collision center
• Forecast, target and track monthly sales, profit and expense objectives
• Deliver formal annual performance reviews and informal monthly performance reviews
• Monitor and maintain all A/P and A/R relating to the Collision Center
• Maintain a clean and organized repair facility at all times
• Monitor all maintenance required for all shop equipment, including the paint booth
• Provide training for all staff as necessary
• Ensure all staff wear proper safety gear and adhere to dress code
• Open and close the facility daily as per established procedures
• Conduct or coordinate daily production meetings/walks to confirm through-put and delivery dates
• Manage all estimates to ensure labor mix is within established standards
• Manage store capacity
• Lead and manage all repair facility personnel
• Facilitate monthly Health & Safety and staff meetings
• Attend monthly managers meetings
• Attend training, information sessions and workshops recommended by Senior Leadership Team
• Store CSI performance review and follow up within 24 hours.

• Responsible for the operation and results of multiple locations within a designated area
• Provide leadership and mentoring to direct reports
• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations
• Manage activities of all locations through coordination with General Managers
• Monitor capture rates and manage performance accountability
• Recruit, interview, and train new hires
• Ensure customer satisfaction and seek opportunities for continuous education

Collision Market Manager

• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations.
• Manage the activities of all locations within the designated market through active coordination with the individual locations’ General Managers.
• Monitor capture rates to insure stores are taking full advantage of opportunities.
• Manage and hold all staff accountable for shop performance by ensuring all reporting employees understand the company mission to WOW every customer and be the best.
• Ensure customer satisfaction by coaching staff and resolving customer concerns as required.
• Seek out opportunities for continuous education and development for all employees.
• Participate in external marketing and team building activities as requested.
• Promote safe, clean working conditions; review audits and safety records of their locations.
• Ensure that stores are responsive to clients in a timely manner.

Human Resources

• Assist in the development of organizational planning
• Engage with managers on business and people issues
• Provide HR project leadership in the development of policy revisions
• Consult with managers on all aspects of leadership and employee/labor relations
• Lead projects and track project goals and tasks
• Ensure consistent and equitable application of organizational policies

Human Resources Manager

• Providing an exceptional and successful customer experience
• Leading and maintaining the day-to-day operation of the Store in compliance with established policies and procedures
• Planning and implementing the daily operations of the Collision Center to meet KPI’s and insurance metrics
• Coaching and empowering team members' performance and success
• Promoting and maintaining the highest quality standards of professionalism
• Managing the annual and monthly operating budget of the collision center
• Monitoring and maintaining all A/P and A/R relating to the Collision Center
• Conducting and coordinating daily production meetings/walks
• Managing store capacity and leading all repair facility personnel

• Ensure consistent execution of WOW (Wow Operating Way) plan
• Take the CSR Role Based Certification and successfully perform the duties of a CSR for several weeks to ensure knowledge of the CSR role
• Take the Parts Coordinator Role Based Certification and successfully perform the duties of Part Coordinator for several weeks to ensure knowledge of the Parts Coordinator role
• Take Estimator Role Based Certification and successfully perform the duties of an Estimator for several months to ensure knowledge of the Estimator role
• Must successfully complete the RBC (role based competencies) for each position in the shop
• Complete the GM Onboarding program and demonstrate knowledge of the WOW Operating Way

Manager – In Training

• Assist in the development of organizational planning, utilizing a deep understanding of the business needs.
• Take a consultative approach to engaging with managers on business and people issues.
• Provide HR project leadership in the development of policy revisions and/or other employee related programs.
• Consult with managers on all aspects of leadership and employee/labor relations.
• Lead projects and track project goals and tasks, report on progress, make recommendations and help with implementation.
• Ensure consistent and equitable application of organizational policies and procedures across a functional area or location.
• Lead and execute on talent initiatives and act as a change agent to enable the growth & development of our people.
• In consultation with Operations and HR partners, plan and support talent planning, performance review, career development, employee development, ID&E, retention and employee engagement initiatives.
• Partner with Operations and HR partners to develop and execute plans to reduce turnover in high turnover positions/markets.
• Accountable for the development and deployment of resources and tools into the field to optimize an environment free of all discrimination and harassment by measuring employee engagement, turnover, and compliance with applicable laws.
• Provide support and coaching to management positions on individual development plans.
• Facilitate and support succession planning, performance management, performance planning and other talent management and HR programs.
• Support a cohesive and collaborative, growth-focused team.

Regional Human Resources Manager

Procurement

• Own and lead enterprise-wide direct procurement strategy across all COS categories, ensuring alignment with business objectives, operational realities, and financial targets.
• Develop and execute category strategies that balance cost optimization, service levels, quality, and scalability across U.S. and Canadian operations.
• Identify and drive opportunities for standardization, supplier consolidation, alternative sourcing, and program optimization.
• Deliver immediate, measurable savings and performance improvements while building longer-term procurement capabilities.
• Lead contract negotiations, pricing structures, rebate programs, and commercial terms to maximize total value.
• Partner closely with Operations, Finance, Legal, and field leadership to ensure adoption, compliance, and sustained results.
• Establish clear KPIs and performance management routines to track savings, service levels, and supplier performance.
• Implement formal supplier performance management, including scorecards, QBRs, and corrective action plans.
• Ensure supplier strategies support growth, geographic expansion, and operational consistency.
• Build procurement processes, policies, and governance models from the ground up, including sourcing, contracting, and compliance frameworks.
• Define and implement scalable tools, data, and reporting to enable visibility and informed decision-making.
• Establish clear roles, decision rights, and operating rhythms across procurement and cross-functional partners.
• Build, lead, and develop a high-performing direct procurement team.
• Set clear expectations, priorities, and development paths to support both immediate execution and long-term capability building.
• Foster a results-driven, collaborative culture focused on accountability and continuous improvement.

Manager, Regional Operations – Auto Glass

Regional Client Performance Manager

Market Manager

Collision General Manager

Collision General Manager

Collision Market Manager

Market Manager

Market Manager

Human Resources Manager

Collision General Manager

Manager – In Training

Regional Human Resources Manager

Director, Direct Procurement