Safelite

Vice President

• Develop, lead, and execute Safelite’s enterprise-wide government affairs and public policy strategy, aligned with long-term business goals and growth initiatives
• Serve as a senior advisor to executive leadership on legislative, regulatory, political, and reputational risks and opportunities
• Translate complex public policy developments into clear, actionable insights for business leaders and functional teams
• Act as Safelite’s primary representative to federal, state, and local government officials, regulators, and relevant agencies
• Lead strategic engagement with policymakers to shape legislation, regulations, and administrative actions affecting Safelite and the broader industry
• Build and maintain high-trust, long-term relationships with elected officials, regulators, and key policy influencers across party lines
• Oversee and optimize Safelite’s federal and multi-state lobbying efforts, including direct engagement and coordination with 30+ external lobbyists and consultants
• Direct the company’s advocacy, grassroots, and coalition-building initiatives to advance Safelite’s public policy priorities
• Provide executive oversight of PAC governance, political contributions, and engagement strategies, ensuring effectiveness, transparency, and compliance
• Lead monitoring, analysis, and forecasting of legislative, regulatory, and policy trends, assessing business, operational, and reputational impacts
• Guide the development of company policy positions, white papers, testimony, and legislative proposals
• Position Safelite as a thought leader and trusted industry voice through participation in hearings, public forums, and industry events
• Partner closely with Legal, Compliance, Risk, Operations, Finance, Communications, and Business Unit leaders to align public policy efforts with enterprise objectives
• Build strong external partnerships with industry associations, OEMs, clients, insurers, and coalition partners to advance shared policy goals
• Provide training and guidance to senior leaders and associates on government affairs engagement and advocacy best practices
• Ensure compliance with all applicable lobbying, ethics, disclosure, and campaign finance laws and regulations
• Uphold the highest standards of integrity, transparency, and ethical conduct in all government and political activities
• Protect and enhance Safelite’s brand and reputation through disciplined, values-driven public policy engagement

SVP, Head of Government Affairs and Public Policy

Product Designer

• Own design quality and outcomes across the digital portfolio
• Lead product design across Safelite’s digital ecosystem, including: Consumer experiences, Partner and commercial experiences, Associate and technician tools, AI and agentic experiences.
• Set and enforce the experience bar for interaction design, content, accessibility, and visual quality across every squad and surface.
• Translate customer insight, business strategy, and product direction into clear experience direction designers can run with.
• Make design tradeoffs based on customer impact, business value, technical feasibility, and operational reality, and make those tradeoffs visible to leadership.
• Connect design decisions to measurable outcomes: conversion, containment, self-service completion, satisfaction, and associate efficiency.
• Build and lead the product design team
• Lead, coach, and develop a team of product designers across consumer, partner and commercial, associate and technician, and agentic surfaces.
• Set clear expectations for craft, product judgment, partnership, and execution. Hold the bar.
• Build team capability in discovery, experimentation, prototyping, service thinking, and AI-enabled design.
• Coach designers to use AI fluently across the product lifecycle: research synthesis, concept generation, prototyping, and iteration.
• Evolve the design system into a scalable experience system
• Move Safelite’s design system beyond a reusable component library into a shared experience system that drives consistency across journeys, platforms, and touchpoints.
• Define and govern shared patterns, components, accessibility standards, and design principles used across every squad.
• Improve design-to-development handoff and implementation quality in partnership with Engineering.
• Establish the rituals, including critique, documentation, and review, that allow design quality to scale without slowing teams down.
• Lead AI-enabled and adaptive experience design
• Partner with AI and Agentic product leadership to design Scarlett, Gray, and Chad as trustworthy, useful, and customer-centered experiences.
• Establish reusable AI-era UX patterns: conversational design, guided decisioning, confidence states, fallback logic, and human handoff.
• Help teams decide where AI should automate, assist, recommend, escalate, or stay out of the way.
• Translate complex agentic capabilities into simple, intuitive experiences grounded in real customer and associate needs.
• Performs other duties as assigned

Director, Digital Product Design

Supply Chain

• Define and communicate the product vision, strategy, and roadmap for supply chain management
• Act as the lead SME for demand planning processes, ensuring best practices and continuous improvement
• Lead and support demand planning system implementations and enhancement projects, ensuring alignment with business needs
• Collaborate with key stakeholders, including operations, procurement, logistics, and IT, to understand business objectives and translate them into product requirements
• Elicit, document, and prioritize detailed requirements for supply chain management solutions both in partnership with a Business Analyst and without
• Work closely with cross-functional teams to ensure that requirements are well-understood and incorporated into the product development process
• Prioritize features and enhancements based on business value, customer needs, and market trends
• Make data-driven decisions and continuously reassess priorities to maximize the impact on supply chain efficiency
• Collaborate with development teams, providing clear and concise guidance during the product development lifecycle
• Participate in agile ceremonies, including sprint planning, backlog grooming, and retrospectives
• Work with QA teams to define acceptance criteria and ensure that the developed solutions meet the specified requirements and quality standards
• Act as the primary point of contact between business stakeholders and the development team
• Communicate project status, risks, and issues to stakeholders, and address their concerns in a timely manner
• Identify opportunities for process improvement and efficiency gains in the supply chain through technology solutions
• Stay informed about industry trends, emerging technologies, and best practices in supply chain management
• Develop training materials and conduct training sessions for end-users to ensure the successful adoption of new supply chain solutions
• Support and administer the demand planning application, including configuration, troubleshooting, and user support
• Provide ongoing support and address user inquiries or issues related to the product

Supply Chain Product Owner

Customer Support

• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts.
• Accurately enters claim data into our production systems while on a live phone call.
• Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs.
• Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.
• Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference.
• Utilizes systems and resources provided to enhance the overall customer experience.
• Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information.
• Other duties assigned by leadership.

Customer Service Representative

Manager

• Provide visionary leadership to a diverse team, fostering a culture of collaboration, accountability, and continuous improvement.
• Partnership with District Manager on Capacity/Scheduling strategies.
• Execute objectives, conduct performance evaluations, and facilitate career development for team members.
• Promote a positive work environment that encourages innovation and problem-solving.
• Implement workforce optimization strategies including Scheduling and Resource Allocation to meet business goals, across the zone.
• Ensure routing of right technician, to the right job, for most efficient and productive route.
• Collaborate with District Managers to align field operations with staffing requirements and demand fluctuations.
• Monitor and analyze workforce metrics to identify trends and areas for improvement.
• Oversee the planning and allocation of resources, including equipment, facilities, and personnel, to meet operational demands.
• Manage the regional budget, ensuring cost-effective workforce and capacity management solutions.
• Collaborate with cross-functional teams, including Fleet, Supply Chain, and Operations, to align workforce strategies with overall business goals.

Workforce & Capacity Manager

• Oversee the daily operations of the store, including: open and closing procedures, work order management, performing the CICO (Check-In, Check-Out) procedures.
• Providing high levels of customer service.
• Staffing and scheduling and/or making necessary modifications.
• Inventory management and proper cash handling.
• Drive team performance to ensure key performance indicators (KPI's) and company goals are met or exceeded.
• Ensure compliance with federal, state and local regulations.
• Provide guidance and positive reinforcement surrounding proper vehicle and equipment maintenance and required recordkeeping.
• Provide world class customer service by responding quickly to client complaints/warranty issues.
• All other duties as assigned.

Store Manager

Customer Success Manager

• Personally manage a focused portfolio of customer relationships, leveraging a large network of cross-functional colleagues, and acting as a subject matter expert to the client.
• Responsible for exercising broad judgement to own and manage the issue resolution process for clients and their policyholders from initial contact.
• Influences internal & external partners by listening to their concerns, researching the issue and identifying potential solutions in a timely manner.
• Builds strong client relationships by remaining responsive and accessible.
• Communicates effectively and proactively with clients, policyholders and internal partners to keep them informed regarding critical issues and proposed resolutions.
• Executes business processes and generates or requests reports as needed by the client.
• Documents all client/customer interactions in Salesforce and uses this information to identify service gaps and trends by client.
• Conducts root cause analysis and collaborates with internal partners to refine processes, scripting and systems to create an enhanced client experience.
• Ensure ongoing customer satisfaction and loyalty while also enhancing profitability.

Client Success Specialist

• Provide efficient, helpful telephone support for claims processing and appointment scheduling.
• Answer customer questions from incoming calls and emails and ensure all customer’s issues are resolved to recover high quality customer experience.
• Verify the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation.
• Provide updates to the appropriate parties as needed and follow up with the customer to ensure problem resolution.

Customer Care Representative

• Partner with the Store Manager on the full cycle of talent fundamentals
• Identify the capabilities needed to meet the current needs of the store in partnership with Store Manager
• Support the execution of annual plans for a store by partnering with the Store Manager
• Build a culture that prioritizes driving a great, memorable, and easy customer experience
• Collaborate with critical colleagues such as the store managers, warehouse managers, dispatchers, and field service representatives

Store Manager – Training

• Serve as the functional and operational owner of the UKG Workforce Management platform in workforce forecasting, labor demand modeling, advanced scheduling, reporting, and optimization.
• Act as the primary operations liaison to IT and technical teams, providing business requirements, participating in testing, and validating enhancements, integrations, and changes.
• Design, configure, and maintain end-to-end workforce inputs, parameters, and scheduling logic within UKG that align with operational needs and service targets.
• Ensure labor standards, rule sets, and other data inputs are accurate and maintained.
• Monitor WFM performance and outcomes, identifying continuous improvement opportunities across forecasting accuracy, schedule effectiveness, and workforce utilization.
• Configure and enhance automation and optimization features.
• Develop and optimize scheduling strategies and capabilities that balance service delivery, productivity, workforce availability, and cost through automation and artificial intelligence.
• Translate workforce planning and capacity management strategies into executable UKG configurations and schedules, ensuring alignment between long‑range planning and daily operations.
• Partner closely with Operations leaders to understand workflows, constraints, and execution challenges, ensuring solutions are operationally practical and scalable.
• Provide training, documentation, and change management for operational teams.
• Performs other duties as assigned.
• Complies with all policies and standards.

Manager, Workforce Systems

Procurement

• Source out-of-stock parts internally and externally, optimizing cost-effectiveness and delivery time.
• Track inbound part shipments using multiple systems, providing regular updates to customers and partners.
• Confirm receipt of sourced items through invoice audits, effective communication with partners and customers, and resolution of purchase order discrepancies through VIN and insurance verification.
• Ensure sourced parts adhere to quality standards through systematic checks within designated systems and visual management tools.
• Demonstrate flexibility by undertaking additional duties assigned by leadership as needed.