Sales and Service Manager (59912)

Jump-start your career with AAA Northeast! Take your leadership, sales, customer service, and operational skills to the next level by joining our branch team! Our Branch Manager II is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE! Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you!

What you will do:

• Sales Support and Staff Development: • Manages the full employment life cycle for branch operations staff by overseeing hiring, onboarding, training, coaching, performance management, pay administration, and ongoing development. Builds a positive, collaborative, and accountable team environment through continuous feedback, clear expectations, and support for skill-building and professional success. • Develops, implements, and monitors a comprehensive KPI plan designed to meet and exceed branch goals. Provides formal and informal coaching to ensure staff understand club products, member value propositions, and key performance drivers. Maintains daily awareness of branch performance, communicates progress to staff, and coaches toward the behaviors and competencies that drive results. Manages sales expectations continuously, and formally monthly, while aligning performance pacing to annual branch goals. • Maintains awareness of sales goals, promotions, and initiatives across all business lines by staying informed of organizational priorities and communicating relevant information to staff. Fosters cross-departmental partnerships through collaboration and information sharing and serves as a liaison to ensure coordinated communication and operational alignment with other departments. • Champions staff development and continuous learning by promoting skill-building, engagement, and pathways for growth within the branch, department, and broader organization. Encourages employees to pursue development opportunities and models for ongoing learning and professional growth.
• Branch Governance, Alignment and Engagement: • Ensures a unified and consistent branch experience across all business lines operating within the location-including branch operations, insurance, travel, financial services, and driving school-by upholding AAA Northeast standards, policies, and cultural expectations to deliver high-quality member and employee experiences. • Maintains strong branch governance by consistently influencing operational standards, compliance practices, safety requirements, and service expectations across all business lines within the branch. Monitors daily execution, identifies gaps, and routinely communicates with business line management to preserve operational integrity and service excellence. • Maintains awareness of organizational initiatives and expectations by staying informed of policies, procedures, and process updates, translating direction into clear expectations for branch employees, and communicating relevant guidance to insurance, travel, and other business-line partners within the location. Ensures timely adoption of new tools, programs, and procedures. • Oversees daily branch execution with visibility and accountability by actively observing operations, reinforcing service and performance standards, and addressing issues in real time. Serves as the “eyes and ears” of the location, identifying concerns or opportunities and partnering with District Managers or business-line leaders to resolve cross-functional issues. • Promotes a cohesive and engaged branch culture by modeling AAA Northeast leadership behaviors, fostering transparency, and reinforcing accountability, professionalism, and collaboration among branch employees and cross-functional partners. Drives continuous improvement by recognizing strong performance, addressing gaps, and reinforcing an employee and member-focused culture.
• Member Service: • Enures a consistently high-quality member experience by actively overseeing daily branch service delivery across all business lines, both in-person and over the phone. Handles escalated member issues, manages wait times, monitors staff-member interactions, ensures office readiness (including merchandise and materials), and directly services members as needed to support timely and effective transactions. • Monitors and oversees the delivery of Registry and TSA services, ensuring appropriate staffing, workflow execution, and adherence to all service, security, and regulatory standards. Performs Registry Services and/or TSA transactions as needed, including the secure handling and processing of confidential documents and accurate data entry into required systems. Ensures applications and forms are reviewed for completeness and accuracy, both in person and over the phone, in compliance with applicable laws, regulations, and organizational requirements. • Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships. Maintains department service standards by supporting in-person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other club-supported offerings. • Listens actively to uncover member needs and concerns by engaging in meaningful, professional conversations that build trust and understanding. Speaks comfortably and confidentially with members when addressing complex situations. Ensuring respect, and alignment with AAA Northeast privacy and service standards.
• Daily Operations: • Ensures compliance with company policies and procedures by overseeing the day-to-day management of the branch facility, including cash handling, office security, and adherence to operational, safety, and compliance standards. • Maintains appropriate staffing levels and service coverage to support efficient branch operations and a positive member experience. As needed, directly processes in-branch and over-the-phone transactions, including registry services, to ensure accuracy and timeliness. Monitors phone activity and oversees staff performance related to inbound and outbound calls. • Manages the handling of confidential documents and information by reviewing applications and forms for completeness, ensuring accurate data entry into systems and databases, and maintaining discretion and compliance with privacy and data-security standards. • Oversees branch maintenance and physical appearance by ensuring compliance with club standards, including PCI compliance and audit requirements. Identifies repair or improvement needs and coordinates activities with Facilities, while collaborating with departments such as HR, Safety, and IT as necessary. • Represents the club within the local community by participating in civic and community events and building relationships with municipal leaders, Chambers of Commerce, police and fire departments, local businesses, and educational organizations. Organizes outreach activities and represents the branch at club-sponsored events to enhance the AAA presence. • Participates in special projects and branch-related events by supporting club initiatives, contributing operational expertise, and assisting with events or assignments that support branch, district, or organizational objectives.
• This job description may not be inclusive of all the assigned duties, responsibilities, or aspects of the job described. May travel to nearby locations to assist with branch coverage.