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Why Work For Us?

+ Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position

+ 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period

+ Benefits – Medical, Dental, Vision, wellness program and more!

+ Paid Holidays

+ Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.

+ Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

+ Free AAA Classic Membership

+ AAA Product Discounts

+ Tuition Reimbursement Program

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The Team Lead Smart Home and Business Operation is responsible for providing support and overseeing all residential and commercial operations team tasks are assigned and reporting out updates to the Leadership teams. This role is responsible for monitoring and communicating daily, weekly, and monthly KPI tracking for the residential and commercial operation team. This role also supports the Coordination team and is the first point of contact for elevated escalations prior to the Director. In addition to supporting the team and Director, this position will act as the interim manager when the Director is out of office.

Salaried position. Must be flexible to work Saturdays as needed.

ESSENTIAL FUNCTIONS

+ Perform the duties of the job professionally while providing outstanding Member Service. Plan, schedule, manage and coordinate all aspects of the day to day tasks and KPIs; analysis, plan, build, review, implement, and report out. Daily execution using standard AAASH methodology for defining, tracking, communicating and updates. Provide project leadership when one is assigned, anticipate bottlenecks, mitigate project risks, and balance the business needs versus technical constraints. Provide the team support and resources required to complete their daily tasks, alerting the Director if their assistance is needed. Create SOPs requested by the Director and approved by the commercial or residential Operations VP.

+ Cross functional collaboration; ensure the team has transparency and clear communications with the field operations team; providing seamless appointments and a great Member experience. Work with peers and other Leads in other departments to provide business continuity. Set up team meetings to review current status of KPI and create plans to ensure they will be met month over month. Assist with escalations and conducts quality assurance on calls. Support the Director in other tasks or projects that may be requested by leadership.

+ Other duties as assigned.

KNOWLEDGE AND SKILLS

+ Outstanding verbal and written communication skills

+ Excellent organizational and time management skills

+ Strong logical and analytical problem-solving skills; ability to recommend solutions

+ Distinguishes between relevant and irrelevant information to make logical decisions

+ Strong knowledge of G Suite applications

+ Strong customer service skills

+ Ability to professionally resolve conflict/diffuse an upset Member

+ Ability to communicate clearly, effectively and professionally at all times with team members and Members

+ Self-starter with ability to handle multiple activities

+ A cross-functional influencer with ability to build strong relationships

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

+ Minimum Qualifications

+ High School diploma or GED

+ 3-5 years of customer service experience or project coordination to include 2-4 supervisory experience

+ Preferred Qualifications

+ Bachelor's degree

WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 10 pounds). Approximately 90% of time is spent using a laptop and monitors.

We target between the minimum and midpoint of the range; $71,795.00 - $89,744.00

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