Performance Leader

Job Description

Job Description

Puget Collision is a leading provider of collision repair services, partnering with top insurance companies to deliver exceptional service and quality repairs.

The Performance Leader will be responsible for overseeing and improving the performance of our collision repair estimating in collaboration with insurance company standards.

The role will involve analyzing performance metrics, implementing process improvements, and ensuring high standards of quality and efficiency.

The Performance Leader will also service as a liaison between our location and insurance carrier partners for process implementation and customer conflict resolution.

Position could be located at any of our Puget Collision Locations in California, Colorado, Oregon or Washington.

Job Duties / Responsibilities :

• Accountable for central review of all DRP estimates before they are finalized and transmitted to insurance carrier.
• Ensure maximum profitability on all estimates by ensuring proper application of labor resources, sales mix and ensuring repair vs replace.
• Ensure repairs adhere to OE standards, DRP part choices, refinish guidelines and ADAS requirements for calibrations and scanning.
• Ensure accurate final bill and estimate accuracy; sublet & posted, all supplements are noted including customer authorizations and parts listed correctly per DRP guidelines.
• Monitor and analyze performance metrics to identify areas for improvement.
• Collaborate with insurance companies to ensure seamless communication and service delivery.
• Offer training and coaching to enhance estimator performance and profitability.
• Recognition of underperforming areas and developing plans to improve productivity and efficiency.
• Prepare and present performance results to leadership.
• Cultivate positive relationships with DRP, ensuring the company is meeting performance metrics and standards.

Key Performance Metrics :

• Ensure profitability on estimates with Gross Profit of 45% or higher.
• Maintain and Ensure Carrier Performance, including State Farm RPM at 700 or higher.
• Customer Service Index Score 90+ for keeping the customer informed, on time deliveries, return rate and Net Promoter Score.
• Assist with processes for Cycle Time efficiency meeting less than the state average.

Skills / Qualifications :

• I-CAR Pro-Level 1 certification.
• 5-7 years of experience in DRP writing is essential.
• Proficient with both Mitchell and CCC estimating systems, ERAC and DRP management systems.
• Thorough understanding of insurance company processes and requirements.
• Strong & positive relationships with insurance providers are crucial to the success of this position.
• Applies organizational skills to maintain consistency, and efficiency in repair planning process.
• Keen eye for detail to identify performance trends and areas needing improvement.
• Demonstrates excellent verbal and written communication abilities.
• Interacts effectively with team members, customers, and insurance representatives.
• Adheres to the company’s non-disclosure and confidentiality policies concerning customer information.
11 days ago