Safelite

Account Manager

• Personally manage a focused portfolio of key and strategic customer relationships.
• Manage business results of several commercial client partners by analyzing customer and market trends.
• Advise clients on different commercial approaches and negotiate arrangements.
• Consult with customer representatives to identify strategic outcomes and initiate solution design.
• Establish productive, professional relationships with customer accounts and internal partners.
• Leverage a strong understanding of the commercial market to identify and approach business opportunities.

National Account Manager – Commercial Direct Fleet

Manager

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team.
• Support the execution of annual plans for a store by partnering with the Store Manager.
• Responsible for all aspects of the store operations and management, including but not limited to safety, facility management, inventory management, timecard management/records and process/policy compliance.
• Build a culture that prioritizes driving a great, memorable, and easy customer experience.

Store Manager – In Training

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team.
• Identify the capabilities needed to meet the current needs of the store in partnership with Store Manager.
• Evaluate current capabilities, identify gaps, and prioritize assignments for Repair Specialists and Technicians.
• Provide regular coaching and development that focuses on recalibrations, productivity, quality, NPS and VAPs.
• Create a rewarding and positive work environment that encourages the retention of associates.
• Support the execution of annual plans for a store by partnering with the Store Manager, delegating through the team and ensuring alignment with the district direction.
• Quantify business outcomes (i.e. revenue, NPS, job completion rate, time to serve, wiper sales, quality, profitability, COE, associate retention and engagement).

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team
• Identify the capabilities needed to meet the current needs of the store in partnership with Store Manager
• Evaluate current capabilities, identify gaps, and prioritize assignments for Repair Specialists and Technicians
• Provide regular coaching and development that focuses on recalibrations, productivity, quality, NPS and VAPs
• Create a rewarding and positive work environment that encourages the retention of associates
• Support the execution of annual plans for a store by partnering with the Store Manager, delegating through the team and ensuring alignment with the district direction
• Responsible for all aspects of the store operations and management, including but not limited to safety, facility management, inventory management, timecard management/records and process/policy compliance
• Build a culture that prioritizes driving a great, memorable, and easy customer experience

Store Manager – Training

Operations

• Develop and implement process improvement plans to drive operational efficiency within multiple facilities or across multiple departments.
• Manage project timelines, stakeholder engagement plans, and business case objectives to ensure successful implementation of process improvement initiatives.
• Monitor and conduct data analysis on key performance indicators to identify areas of improvement and track progress against targets.
• Facilitate cross-functional teams to identify opportunities for improvement, develop action plans and implement standard best practices.
• Collaborate and engage with key stakeholders and provide regular updates on progress of process improvement initiatives, including successes, challenges and next steps.
• Train and mentor team members on process improvement methodologies and techniques to build internal capability and drive a culture of continuous improvement.

Process Improvement Manager

Customer Support

• Manually reviews pricing approval requests from 3rd party shops and approves, denies or escalates to Insurance Carrier based on pre-established billing guidelines.
• Documents approval/denial for billing requirements in SGC Website and sends communication to 3rd party shops.
• Researches part availability and accuracy of requested part is valid component of specific vehicle and service using Manufacturer/Vendor websites and Mainframe.
• Sends instructions 3rd party shops when additional documentation is needed for invoice submittal (i.e. proof of purchase, recalibration pre/post scan, sublet invoices, etc)
• All other duties as assigned.

Customer Service Representative, Shop Care

• Answers customer questions from incoming calls and emails and ensure all customer’s issues are resolved to recover high quality customer experience.
• Verifies the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation to identify a problem resolution and educates the customer about Safelite’s practices and policies to deliver problem resolutions.
• Provides updates to the appropriate parties as needed, providing new information as it becomes available, and draw to a close with a satisfactory resolution and follows up with the customer to determine the problem has been resolved and ensures customer delight.
• Manages multi-system record keeping, documenting key activities in a clear, timely and concise manner while appropriately handling confidential and personal information.
• Maintains favorable working relationships with internal associates throughout the call center and field organization to partner together to provide the highest level of customer experience.
• All other duties as assigned.

Customer Care Representative

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team
• Provide regular coaching and development that focuses on recalibrations, productivity, quality, NPS and VAPs
• Support the execution of annual plans for a store by partnering with the Store Manager, delegating through the team and ensuring alignment with the district direction
• Responsible for all aspects of the store operations and management, including safety, facility management, inventory management, timecard management/records and process/policy compliance
• Build a culture that prioritizes driving a great, memorable, and easy customer experience

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team.
• Responsible for all aspects of the store operations and management, including safety, facility management, inventory management, timecard management/records and process/policy compliance.
• Monitor and address all customer service metrics and build a culture that prioritizes driving a great, memorable, and easy customer experience.

Customer Advocate

• Welcome in-shop customers and resolve customer concerns quickly and efficiently.
• Manage incoming calls, e-mails and faxes for service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale and same-day reschedules/cancellations.
• Keep all the moving parts running smoothly by confirming and completing work order information, including insurance verification, additional parts and missing information.
• Breeze through administrative tasks such as buyouts, invoices, work orders, managing deleted work orders and processing credit memos and rebills.
• Review orders from the national contact center and manage dealer part orders and special accounts.
• All other duties as assigned.

Director

• Drive legislative and regulatory advocacy aligned to company priorities
• Build trusted relationships with state, local, and federal stakeholders
• Lead political programs including PAC strategy, grassroots engagement, and bill tracking
• Advise leadership on policy developments, risks, and opportunities
• Ensure full compliance with lobbying, ethics, and campaign finance laws

Director – Legislative Affairs

General Counsel

• Own Safelite’s global competition and enterprise compliance programs
• Advise the SVP, General Counsel and executive leadership on high-stakes strategic initiatives
• Lead and oversee internal investigations

Assistant General Counsel – Competition and Compliance

Project Manager

• Manage all aspects of large-scale complex supply chain projects and smaller contained programs
• Lead collaboration with cross-functional teams to drive projects from conception and business case to successful completion
• Create and manage project documentation, including project charters, statements of work, resource requirements and plans, business requirements, business cases, performance metrics, project plans, RAID logs, and status reports
• Analyze business processes and designs improvements
• Mentor and coach Project Coordinators and Managers as required

National Account Manager – Commercial Direct Fleet

Store Manager – In Training

Store Manager – In Training

Store Manager – Training

Process Improvement Manager

Customer Service Representative, Shop Care

Customer Care Representative

Store Manager – In Training

Store Manager – In Training

Customer Advocate

Director – Legislative Affairs

Assistant General Counsel – Competition and Compliance

Senior Project Manager