Collision Programs Manager

The Collision Programs Manager leads the strategy, development, and execution of collision repair programs that enhance customer satisfaction, parts and service growth, and brand standards across dealer and non-dealer collision networks. This role partners with Engineering, Quality, Parts & Service, Marketing, Legal/Compliance, Dealer Network, and external collision industry stakeholders to define requirements, launch initiatives, and monitor performance using clear KPIs.

Key Responsibilities:

• Own the collision programs roadmap, including network strategy, customer value proposition, and annual operating plan deliverables.

• Develop and maintain program standards for safe, high-quality repairs (OEM procedures adherence, parts usage, estimating practices, calibration/ADAS requirements, documentation, and warranty alignment).

• Partner with internal stakeholders to create and manage program policies, terms, and compliance requirements (data privacy, antitrust, advertising claims, supplier agreements).

• Design and execute onboarding, certification, training, and audit processes for participating repair facilities; manage corrective actions and continuous improvement plans.

• Drive performance management using KPIs (cycle time, severity, CSI/NPS, repair quality indicators, OEM parts utilization, calibration compliance, supplements, and rework).

• Lead vendor and partner management for program enablement (audit providers, training platforms, estimating/data partners, call center, marketing agencies) including SOWs, budgets, and scorecards.

• Collaborate with Dealer Network and regional field teams to support adoption, issue resolution, and program communications.

• Support customer-facing escalation management by coordinating cross-functional root-cause analysis and corrective actions.

• Develop marketing and communications materials (program guides, web content, dealer/repairer toolkits, customer FAQs) in partnership with Marketing and Communications.

• Analyze collision market trends and competitive benchmarks; translate insights into program enhancements and business cases.

• Prepare executive-ready reporting, business reviews, and recommendations, present updates to leadership and key stakeholders.

• Manage program budgets, forecasting, and purchase order processes; ensure spending aligns with expected ROI and outcomes.