ABOUT US

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products. A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day.

POSITION SUMMARY

Reporting to the President and CEO, and acting as a key member of the Executive Leadership Team, the Vice President, Automotive Services provides strategic leadership and oversight of the Emergency Roadside Services (ERS) team, internal fleet repair operations, and the contractor network. This role is critical to delivering reliable, high-quality roadside assistance to members – often during their most urgent moments. The Vice President, Automotive Services is responsible for driving operational excellence, member satisfaction, and a fostering a strong safety culture across all automotive functions. A key component of the role includes overseeing fleet procurement and ensuring the ongoing maintenance of vehicles to support reliable operations, timely service delivery, and alignment with organizational standards. By aligning departmental objectives with the organization’s strategic priorities, the Vice President, Automotive Services helps uphold the club’s reputation as a trusted, responsive, and mission-driven provider of roadside assistance.

QUALIFICATIONS

• Ten plus (10+) years of progressive management experience, including five plus (5+) years in a senior leadership role, required.
• Proven success in leading large operational teams, including fleet and technical staff, required.
• Experience in automotive services, dispatch operations, or member-based organization, an asset.

Strategic Leadership

• Work closely with the President & CEO and Executive Leadership team, acting as a strategic advisor on automotive operations.
• Lead the development and execution of a comprehensive automotive services strategy aligned with CAA Niagara’s mission and growth objectives, including Emergency Roadside Service (ERS).
• Develop and execute the strategic vision for all automotive services, ensuring alignment with organizational goals and member expectations.
• Identify opportunities for innovation, including the adoption of new technologies to streamline processes, expand service offerings, and enhance operational efficiency in support of member needs and organizational goals.
• Ensure that all automotive services operations are planned and managed in alignment with CAA/AAA quality standards, industry best practices, and applicable government regulations, regularly collaborating with other affiliated clubs.

Operational Leadership

• Oversee the performance and development of CAA Niagara’s in-house fleet and technicians, ensuring operational readiness and service excellence.
• Maintain and optimize the contractor network to ensure broad geographic coverage, timely response times, and alignment with service standards.
• Monitor contractor service levels, ensure adherence to CAA/AAA quality standards, and implement improvements as required to enhance the member experience.
• Ensure operational processes and workflows are efficient, cost-effective, and aligned with service delivery expectations.
• Oversee scheduling, dispatch, and resource allocation, ensuring timely and effective service delivery.
• Collaborate with cross-functional teams (e.g., HR, Finance) to support the operational needs of automotive services and ensure alignment with organizational policies and systems.
• Utilize data, reporting, and KPIs to monitor service performance, identify trends, and drive continuous improvement across all aspects of automotive operations.
• Foster a culture of accountability, teamwork, and continuous improvement across all operational teams.

Health & Safety

• Champion a strong health and safety (H&S) culture across all automotive services operations, ensuring the well-being of staff, contractors, and members.
• Ensure compliance with all relevant H&S legislation, including the Occupational Health and Safety Act (OHSA) and applicable transportation regulations.
• Oversee the development, implementation, and continuous improvement of safety protocols, training programs, and risk mitigation strategies.
• Promote proactive safety practices by analyzing trends, conducting regular safety audits, and engaging in continuous improvement efforts.
• Collaborate with HR to ensure alignment of safety initiatives with broader organizational policies.

Risk Management

• Identify and mitigate operational risks related to roadside service delivery, fleet operations, and contractor performance.
• Ensure compliance with relevant safety regulations, transportation laws, and internal policies to minimize legal risk.
• Monitor and manage financial risks related to contractor agreements, fleet maintenance costs, and budget adherence.
• Establish internal controls to safeguard assets and ensure fiscal accountability within the automotive services department.
• Lead or support incident investigations, including vehicle accidents, service failures, and/or contractor-related issues, and implement corrective actions to prevent recurrence.
• Collaborate with Finance and HR teams to develop and maintain accurate forecasting, contingency- planning, and insurance strategies for fleet and service operations.
• Evaluate and mitigate risks associated with supply chain disruptions, contractor reliability, or service delivery interruptions that may impact satisfaction or organizational reputation.
• Promote a proactive risk-aware culture across operational teams through training, reporting tools, and open communication.