Director of Carrier Performance in Kent, Washington at Puget Collision
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Job Description
Job Description: Director of Carrier Performance for Collision Repair
Leading Carrier Performance, Centralized Review, and DRP Operations
Location: Remote, Hybrid, or In-Office (West Coast Preferred)
Territory: Arizona, California, Colorado, Oregon, Washington, Wyoming
Travel: Up to 30% throughout company operations as needed
Position Summary
The Performance Central Review Director is responsible for leading and optimizing the company's centralized estimate review and carrier performance operations across six western states. This position oversees a team of Carrier Performance Managers and serves as the primary leader responsible for driving estimating accuracy, repair plan profitability, DRP compliance, carrier performance metrics, operational consistency, and customer satisfaction. This role provides strategic oversight of repair planning processes, ensuring adherence to OEM repair standards and operational best practices. The Director collaborates with leadership and field teams to improve repair accuracy, increase efficiency, optimize profitability, and support consistent execution across all locations. The Director will utilize data-driven decision making to improve key performance indicators, develop standardized estimating processes, enhance team effectiveness, and strengthen carrier relationships.
Essential Duties and Responsibilities
Leadership & Team Management
- Lead, mentor, and develop a team of Carrier Performance Managers.
- Establish performance expectations and accountability measures for the centralized review team.
- Conduct regular performance reviews, coaching sessions, and career development planning.
- Create and implement training programs to improve estimating consistency and profitability.
- Foster a culture of continuous improvement, collaboration, and operational excellence.
Centralized Estimate Review Oversight
- Maintain oversight of centralized review processes for all DRP estimates before submission to insurance carriers.
- Ensure repair plans maximize profitability while maintaining compliance with OEM repair procedures and insurer guidelines.
- Verify proper repair-versus-replace decisions, parts utilization, refinish operations, and labor allocations.
- Ensure compliance with ADAS scanning and calibration requirements.
- Monitor estimate accuracy, supplement management, final billing accuracy, documentation standards, and customer authorizations.
Carrier Performance & DRP Management
- Serve as the senior operational contact for insurance carrier performance initiatives.
- Build and maintain executive-level relationships with key carrier partners including State Farm, Progressive, GEICO, Allstate, USAA, and other DRP partners.
- Analyze carrier scorecard performance and develop corrective action plans when performance falls below expectations.
- Collaborate with Operations and field leadership to improve cycle time, CSI, estimate quality, and DRP performance metrics.
- Support conflict resolution involving carrier concerns, customer escalations, and performance disputes.
Business Analytics & Performance Improvement
- Monitor and analyze performance data across all locations.
- Develop reporting tools and dashboards that measure operational effectiveness and profitability.
- Identify operational trends and implement initiatives that improve estimating quality, gross profit, carrier performance, and customer satisfaction.
- Present performance results, recommendations, and strategic initiatives to Executive Leadership.
- Partner with Operations leadership to establish best practices and standard operating procedures.
Key Performance Indicators
The Performance Central Review Director will be accountable for:
- Company-wide estimate gross profit performance of 45%+.
- State Farm RPM score of 800+ or carrier-established performance targets.
- NPS score of 90+.
- Cycle time performance below state averages where feasible.
- Estimate accuracy and reduced supplement frequency.
- DRP compliance and carrier scorecard achievement.
- Reduction in repair planning errors and rework.
- Team productivity and performance management outcomes.
Qualifications Required
- I-CAR ProLevel 1 certification or equivalent collision repair estimating industry credentials. Preferred: I-CAR Platinum Individual; required within 12 months of hire if not currently held.
- Demonstrated expertise in OEM repair standards, ADAS requirements, repair planning, and DRP compliance.
- 10+ years of collision industry experience
- Multi-shop or MSO leadership experience
- Extensive DRP knowledge with State Farm, Progressive, GEICO, Allstate, and USAA
- Expertise in CCC, Mitchell, OEM repair procedures, and carrier scorecards
- Demonstrated success improving profitability and operational performance through data analysis.
- Exceptional communication, conflict resolution, and relationship management skills.
Competencies
- Strategic Leadership
- Business Acumen
- Analytical Thinking
- Relationship Management
- Process Improvement
- Coaching & Development
- Operational Excellence
- Executive Communication
- Accountability & Results Orientation