Manager, CERT

Position Summary:
The CERT Manager is a pivotal leader within Crash Champions, responsible for driving business goals, operational excellence, and team performance across assigned shops. This role acts as a change agent, championing company values and fostering a culture of collaboration, accountability, and continuous improvement. The CERT Manager ensures that both operational and financial targets are met, while developing talent and strengthening relationships with internal and external partners

• JOB PURPOSE: The CERT Manager is a key operational leader responsible for driving business results, operational excellence, and team performance across assigned shops. This role serves as a change agent who reinforces company values, strengthens cross-functional partnerships, and fosters a culture of accountability, collaboration, and continuous improvement. The CERT Manager ensures operational and financial targets are met while developing talent and supporting strong relationships with internal and external partners.

   

  ESSENTIAL DUTIES & RESPONSIBILITIES

  • Oversee operational and financial performance for assigned shops and CERT teammates, conducting regular production and KPI reviews.
  • Communicate Crash Champions priorities and initiatives with emphasis on profitability, carrier performance, and file quality.
  • Coach and develop CERT teammates to achieve KPIs, set priorities, and drive action-oriented outcomes.
  • Identify performance gaps, create action plans, and follow up to ensure timely resolution.
  • Address shop and carrier escalations, leveraging support functions and collaborating with Account Managers as needed.
  • Partner with Operations, HR, and TraDet to reinforce carrier requirements and guidelines across shops.
  • Support CERT teammates through training, coaching, and ongoing skill development.
  • Manage queue volume, balance workloads, and ensure timely completion of reviews and estimates.
  • Grow and maintain relationships with shop leaders, National Account Managers, and carrier partners.
  • Support business development activities, including shop openings, acquisitions, and carrier relationship engagement.
  • Reinforce Crash Champions’ operational standards, ways of working, and customer service expectations.
  • Monitor shop performance trends and provide recommendations to CERT Leadership regarding improvement opportunities.
  • Participate in internal trainings to strengthen leadership and management capabilities.
  • Analytical Ability: Interprets reporting, identifies root causes, and drives performance outcomes.
  • Collision Industry Knowledge: Maintains awareness of industry trends and evolving practices.
  • Financial Literacy: Understands financial drivers and their impact on business performance.
  • KPI/Reporting Literacy: Translates data into clear, actionable steps to improve results.
  • Relationship Management: Builds and maintains productive relationships with operations and carrier partners.
  • Time & Project Management: Prioritizes effectively, manages multiple tasks, and drives urgency.
  • Conflict Management: Addresses conflict promptly, professionally, and in the best interest of the business.
  • Team Leadership & Coaching: Sets clear expectations, provides feedback, and develops team capabilities.
  • Communication: Delivers clear, concise information and simplifies complex concepts into actionable guidance.

QUALIFICATIONS

• Bachelor’s degree in Business, Management, or a related field preferred; equivalent work experience considered.
• 3–5+ years of experience in collision repair operations, insurance claims, estimating, or a related automotive field.

 Prior leadership, supervisory, or team-lead experience required.

• Strong understanding of production flow, carrier guidelines, and operational processes within a collision repair environment.
• Demonstrated ability to analyze KPIs, interpret reports, and translate data into actionable decisions.
• Proven experience managing escalations, solving complex issues, and driving accountability.
• Strong relationship-building skills with internal teams, shop leadership, and external partners.
• Proficiency in time management, organization, and balancing high-volume workloads.
• Excellent verbal and written communication skills, with the ability to distill complex information clearly.
• Intermediate to advanced proficiency in Excel and related reporting tools preferred.
• Must have a valid driver’s license and acceptable driving record.
• Up to 50% local and air/overnight travel required.

This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills. You may be asked by your supervisor or managers to perform other duties.  Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform. The Company has the right to revise this job description at any time.

Crash Champions is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans’ status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.