Operations Manager

NSD NEWCO, INC.

JOB DESCRIPTION

Position:          Manager of Operations                                  

Report to:        Director/VP of Operations                              Date: January 2026

Department:    Operations                                                       Location: Boca Raton, FL                 

Job Summary

The Manager of Operations is responsible for overseeing the day-to-day operational performance of automotive ancillary products and roadside assistance services. This role ensures service delivery excellence, operational efficiency, vendor performance, call center operations, compliance, and customer satisfaction while supporting scalable growth. The Manager of Operations acts as a key link between internal teams, external service providers, and leadership.

Key Responsibilities

Operational Management

• Oversee daily operations for roadside assistance, ancillary automotive products, and service fulfillment.
• Ensure timely, accurate, and high-quality service delivery aligned with SLAs and KPIs.
• Monitor operational workflows to identify inefficiencies and implement process improvements.

Vendor & Network Management

• Manage relationships with towing providers, roadside vendors, repair facilities, and service partners.
• Track vendor performance, compliance, response times, and cost controls.
• Support vendor onboarding, training, audits, and corrective action plans when needed.

Performance & Reporting

• Track and analyze key operational metrics such as response time, service completion rates, cost per incident, customer satisfaction, and escalation trends.
• Prepare regular operational reports and dashboards for leadership.
• Use data insights to drive continuous improvement initiatives.

Customer Experience & Issue Resolution

• Ensure high standards of customer service during high-stress roadside and claims-related events.
• Manage escalations, service failures, and customer complaints to resolution.
• Partner with Customer Experience teams to improve service outcomes and retention.

Compliance & Risk Management

• Ensure operations comply with regulatory requirements, contract obligations, and internal policies.
• Support fraud prevention, safety standards, and quality assurance initiatives.
• Participate in audits and risk reviews related to service delivery and vendor performance.

Team Leadership & Development

• Lead, coach, and develop operational staff and supervisors.
• Foster a culture of accountability, safety, collaboration, and continuous improvement.
• Support staffing, scheduling, training, and performance management.

Cross-Functional Collaboration

• Work closely with Product, IT, Claims, Finance, and Sales teams to support product launches and operational changes.
• Provide operational input into new product offerings, pricing considerations, and service enhancements.

Qualifications

Required:

• 5 years of operations management experience, preferably in automotive services, roadside assistance, insurance, or call-center-driven environments.
• Experience managing third-party vendors and service networks.
• Strong analytical skills with experience using KPIs and performance metrics.

Preferred:

• Experience with roadside assistance platforms, claims systems, or dispatch technologies.
• Knowledge of automotive ancillary products (e.g., extended warranties, service contracts, GAP, tire & wheel).
• Familiarity with regulatory or compliance-driven service environments.
• Bachelor’s degree in Business, Operations Management, Supply Chain, or related field (or equivalent experience).

Skills & Competencies

• Strong operational leadership and decision-making skills
• Ability to manage high-volume, time-sensitive service operations
• Vendor negotiation and performance management
• Excellent communication and problem-solving abilities
• Data-driven mindset with strong reporting skills
• Calm, decisive leadership in escalated or emergency situations

Working Conditions

• May require extended hours, on-call availability, or weekend support during peak periods or emergency events.
• Fast-paced environment with high customer impact and service urgency.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.