Director, Contractor Network

Director, Contractor Network
Reference # JL-CAA-9930

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CAA Atlantic is one of Canada's most trusted and respected membership organizations, proudly serving more than 330,000 members across Atlantic Canada. As part of the Canadian Automobile Association federation, with nearly 7 million members nationally, we help Atlantic Canadians move through life with greater safety, confidence, and peace of mind-whether they are on the road close to home or planning travel around the world. Recognized as one of Canada's Most Admired Corporate Cultures, CAA Atlantic offers a workplace where purpose, service, and people come together. We are committed to supporting employee growth through ongoing learning, meaningful development opportunities, competitive benefits, a generous vacation allowance, and an annual incentive program. For leaders who are passionate about service excellence, operational performance, and member value, this is an opportunity to contribute to a trusted Atlantic Canadian brand with national reach.

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CAA Atlantic is seeking a Director, Contractor Network to play a critical leadership role in shaping the quality, reliability, and future evolution of our roadside and repair partner network. Working closely with the Vice President, Operations and the roadside team, this role will lead the strategy, performance, engagement, and continuous improvement of a regional network that directly supports member safety, service excellence, and trust across Atlantic Canada. The Director oversees a network of more than 150 mobile service providers and more than 50 Approved Auto Repair Service facilities. This is a hands-on strategic leadership role focused on strengthening partner relationships, elevating service quality, advancing safe and consistent operations, improving network performance, and ensuring members receive trusted support when they need it most.

Duties & Responsibilities:

• Partner with the Vice President, Operations to develop and execute a multi-year strategy for the evolution, performance, and management of the Contractor Network.
• Lead network strategies in collaboration with internal teams, service providers, vendors, and external partners, ensuring alignment with CAA Atlantic's strategic objectives, values, and member promise.
• Ensure reliable, high-quality service delivery to CAA members through clear operating standards, strong partner engagement, and disciplined performance management.
• Use contracts, service standards, KPIs, dashboards, and partner scorecards to establish expectations, monitor performance, identify root causes, and drive continuous improvement.
• Lead the implementation and operationalization of digital tools and solutions that enhance contractor performance, member experience, safety, and operational efficiency.
• Strengthen service provider engagement through communication, training, coaching, feedback, and incentive programs aligned with organizational priorities.
• Negotiate and manage contracts, support cost containment initiatives, and contribute to annual budget planning, expenditure tracking, and cost reviews.
• Develop and manage plans to strengthen collaboration with Approved Auto Repair Service partners, enhance the AARS program, and identify strategic opportunities for growth.
• Collaborate across CAA Atlantic and with other CAA Clubs to identify best practices, streamline operations, improve efficiencies, and support consistent service excellence.
• Support employee and partner development through training, coaching, mentorship, open communication, and a commitment to safe, member-focused service delivery.

Qualifications & Experience:

• Post-secondary education in Business Administration or a related field, or an equivalent combination of education and experience.
• Minimum 10 years of progressive leadership experience in a medium or large-scale organization, ideally in operations, vendor or partner management, network operations, automotive, towing, service, heavy equipment, transportation, or a related industry.
• Demonstrated experience developing strategy, managing contracts, negotiating agreements, evaluating vendor performance, and leading external partner relationships.
• Strong understanding of towing operations, service delivery networks, small business owner/operator dynamics, and industry trends or best practices.
• Experience using KPIs, dashboards, financial information, and operational data to drive performance improvement, budget discipline, and service quality.
• Proven ability to provide feedback and coaching, manage escalations, resolve disputes, and maintain strong partner relationships.
• Excellent communication, presentation, problem-solving, influencing, and leadership capabilities, with the ability to build credibility across all levels of an organization.
• Familiarity with safety standards and compliance requirements within service delivery networks is considered an asset.
• Willingness to travel throughout Atlantic Canada.
• Bilingual proficiency in English and French, written and verbal, is considered an asset.

To express interest in this opportunity, please apply online directly by clicking 'Apply Now' below.

If you have any questions, please contact Kate Spares, Recruitment Specialist, at [email protected] or Jeff Lanthier, Partner, at [email protected]. If you require accommodation to participate in the recruitment process, please let us know.

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