Director, Club Operations

About Us

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Club Group is a member of the CAA Club Group of Companies. Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion! At CCG, we are committed to delivering an exceptional Associate experience. We offer: Work-life harmony with access to an award-winning holistic wellness program, Continuous learning through our robust corporate curriculum and education reimbursement program, Incredible rewards, travel incentives, and product and service discounts, Pay-for-performance and best-in-class recognition programs, and Competitive benefits that include a defined contribution plan, personal spending account, and so much more. Join our growing team where everyone belongs!

Position Details

Reporting to the Senior VP, Club & Automotive, this role will provide strategic and operational leadership across QA, Compliance, Business Process Improvement, Workforce Management, membership back-office operations, and the Special Investigations Unit. As a senior member of the Club & Automotive leadership team, the Director will lead approximately 50 employees through a team of direct reports.

What You Will Do

• Provide strategic operational leadership across Quality Assurance, Compliance, Business Process Improvement, Workforce Management, membership back-office operations, and the Special Investigations Unit.
• Lead, develop, and engage a high-performing team by establishing clear goals and performance standards, coaching and mentoring employees, supporting career development, and maintaining succession plans.
• Strengthen service quality and operational compliance through robust monitoring, audits, reporting, dashboards, facility reviews, and adherence to established processes and controls.
• Lead workforce planning and optimization by overseeing forecasting, capacity planning, scheduling, intraday resource management, staffing models, employee skilling, and service-level performance.
• Oversee critical membership and roadside back-office operations, including contractor payments, membership payment processing, payroll adjustments, claims support, corporate billing, and internal support queues.
• Safeguard the membership base and contractor network by overseeing the detection, investigation, documentation, and escalation of suspected misuse or fraudulent activity.
• Drive continuous improvement and operational innovation by evaluating business processes, introducing new procedures and reporting, and providing leadership on Business Process Improvement initiatives.
• Partner with IT and business system owners to enhance enterprise applications, workforce management technology, call flows, interactive voice response capabilities, and investigative tools.
• Provide effective financial stewardship by developing and managing departmental budgets, overseeing forecasts and expenditures, evaluating cost versus value, and ensuring the accuracy of significant contractor payment activity.
• Support organizational resilience and service continuity by maintaining effective operating models, High Call Volume procedures, business continuity plans, and operational responses for a 24/7 service environment.

Who You Are

• Post-secondary education in Business, Analytics, or a related field.
• At least five years of leadership experience, including demonstrated success leading and developing teams.
• Strong knowledge of operational management, analytics, business processes, and profit-and-loss management.
• Experience with process improvement methodologies, such as Lean, Six Sigma, or Business Process Improvement.
• Strong analytical reasoning, negotiation, influencing, communication, and relationship-building skills.
• Contact centre leadership or operational experience is considered an asset.
• Project management or change management experience or certification, such as PMP or Prosci, is an asset.
• Completion of, or willingness to complete, relevant ICMI designations.
• Working Environment - This position operates within a 24/7 service environment and may require support during periods of high call volume. Some travel is required for conferences, Club visits, and operations in Manitoba.

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience, and working location, as well as the specific position’s business line, scope, and level. Candidates with salary expectations outside of the range are encouraged to apply.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.