Gerber Collision & Glass

• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations. • Manage the activities of all locations within the designated market through active coordination with the individual locations’ General Managers. • Monitor capture rates to insure stores are taking full advantage of opportunities. • Manage and hold all staff accountable for shop performance by ensuring all reporting employees understand the company mission to WOW every customer and be the best, ensuring staff is following standard operating procedures (SOP), recognizing and documenting exceptional and substandard performance. • Be the conduit for load leveling for the market by holding daily calls. • Recruit, interview, train new hires. • Ensure customer satisfaction by coaching staff and resolving customer concerns as required. • Seek out opportunities for continuous education and development for all employees. • Participate in external marketing and team building activities as requested. • Promote safe, clean working conditions; review audits and safety records of their locations. • Ensure all personal protective equipment is being used properly and document managers that do not enforce safety policies. • Work with corporate staff to achieve the external growth of the assigned market internal reporting and communications to meet or exceed the objectives of the area business plan. • Review location performance against goals with location managers, and provide coaching to ensure all locations are performing to potential. • Contact all claims managers and dealer accounts on a monthly basis (minimum). • Conduct operations reviews with location managers and audits (in-person) on a monthly basis, and meet as requested. • Promote, develop and act as a liaison with area insurance contacts and other referral points. • Ensure that stores are responsive to clients in a timely manner.

• Accountable for the implementation and delivery of HR products, services, and solutions to an assigned region in support of activities to ensure HR service delivery excellence. • Own the oversight of a HR Field team and the support they provide. • Support the overall goal of attracting, developing, and retaining talent. • Consult with leaders regarding change management, talent development, employee engagement, performance management, and team effectiveness. • Execute the HR COE programs, services, and solutions to support operations. • Plan and support talent planning, performance review, career development, employee development, ID&E, retention and employee engagement initiatives. • Develop and deploy appropriate resources and tools into the field to optimize an environment free of all discrimination and harassment. • Provide support and coaching to management positions as they create and act on their individual development plans. • Facilitate and support succession planning, performance management, performance planning and other corporately driven talent management and HR programs. • Assist local leaders in talent acquisition activities as needed and as directed by the Regional HR Manager. • Ensure that markets/shops maintain a positive, inclusive work environment. • Oversee the escalation and resolution of HR questions, issues and requests to the appropriate channels. • Develop and execute innovative people programs to inspire and support a high-performance culture. • Lead and support a high performing, cohesive and collaborative, growth-focused team. • Coach, mentor, and develop direct reports and team members.

• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations. • Manage the activities of all locations within the designated market through active coordination with the individual locations’ General Managers. • Monitor capture rates to insure stores are taking full advantage of opportunities. • Manage and hold all staff accountable for shop performance by ensuring all reporting employees understand the company mission to WOW every customer and be the best, ensuring staff is following standard operating procedures (SOP), recognizing and documenting exceptional and substandard performance. • Be the conduit for load leveling for the market by holding daily calls. • Recruit, interview, train new hires. • Ensure customer satisfaction by coaching staff and resolving customer concerns as required. • Seek out opportunities for continuous education and development for all employees. • Participate in external marketing and team building activities as requested. • Promote safe, clean working conditions; review audits and safety records of their locations. • Ensure all personal protective equipment is being used properly and document managers that do not enforce safety policies. • Work with corporate staff to achieve the external growth of the assigned market internal reporting and communications to meet or exceed the objectives of the area business plan. • Review location performance against goals with location managers, and provide coaching to ensure all locations are performing to potential. • Contact all claims managers and dealer accounts on a monthly basis (minimum). • Conduct operations reviews with location managers and audits (in-person) on a monthly basis, and meet as requested. • Promote, develop and act as a liaison with area insurance contacts and other referral points. • Ensure that stores are responsive to clients in a timely manner.

• Supports achievement of operational and client metrics • Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership • Conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures • Communicates/ coaches on audit findings for improvement or best practices • Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway • Works in partnership with the National Account team to understand client requirements and current performance levels • Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up • Trains and coaches market and shop leaders on following WOW repair processes • Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans • Supports Regional and Market leadership for the training and implementation of Gerber’s processes and procedures

• Managers in Training are responsible for learning to be experts on Gerber Collision & Glass' processes • Ensure consistent execution of WOW (Wow Operating Way) plan • Take the CSR Role Based Certification and successfully perform the duties of a CSR for several weeks • Take the Parts Coordinator Role Based Certification and perform the duties of a Parts Coordinator for several weeks • Take Estimator Role Based Certification and perform the duties of an Estimator for several months • Must successfully complete the RBC (role based competencies) for each position in the shop • Complete the GM Onboarding program and demonstrate knowledge of the WOW Operating Way

• Utilize CRM to create daily routes, making a note of each visit in the system • Identify accounts that will be a part of your outside sales activities for a sales cycle • Establish face to face and electronic communication with customers to build, develop and expand long lasting relationships • Track book of business account metrics • Use the promotions budget as needed to navigate the sales process • Maintain a strong working relationship with the Operations Team within assigned territory

• Collaborate with HR team to support workforce planning, recruitment, and employee development • Assist the Regional Vice President in developing and implementing division strategies and goals • Identify and implement process improvements to enhance productivity and efficiency • Analyze operational data and provide regular performance reports to the Regional Vice President • Reinforce all company safety programs and ensure safety of all employees • Lead and manage Continuous Improvement and Client Performance Managers in a Region

• Drive increased performance across the network through execution of proven behaviors and activities. • Have an intrinsic understanding of the Gerber Operating Model as a foundation for driving a Continuous Improvement Process. • Track and monitor performance and adherence to the operating model through use of various reporting mechanisms. • Effectively conduct training, consulting and coaching. • Rollout new strategic initiatives as directed by DDO. • Conduct WOW Ready Assessments during shop visits. • Provide project consulting and coaching, utilizing continuous improvement tools to ensure project success in partnership with Director, Continuous Improvement, Market and Store leadership. • Leverage lean-thinking and continuous improvement tools to achieve process improvements, cost savings, and productivity goals. • Develop and provide CI training to help build team capability while ensuring consistency in training content and approach across the enterprise. • Partner with functional leaders to identify their CI goals by evaluating existing functional objectives and long-range plans, processes and outputs, and team project portfolios. • Help analyze cost savings opportunities and work with finance and business partners to quantify outcomes.

• Support the Growth team, specifically the VP of Market Performance in executing critical business initiatives. • Monitor and report on key performance indicators across various workstreams, including DRP activation, sales gap analysis, and store-level operational metrics. • Maintain and update complex project workbooks that track budget data against actual performance metrics to identify and bridge gaps as well as update action plans. • Utilize tools like DOMO and CCC to perform trend analysis on client scores and operational performance and help identify trends and interventions. • Assist in identifying revenue gaps and work with the sales team on priority markets to ensure business case/budget alignment and achieve same store sales growth. • Provide administrative and analytical support for the reintegration effort of shops currently underperforming against their business cases. • Coordinate tasks across multiple workstreams including DRP Activation, Sales Strategy, Client Performance, and Operational Excellence. • Assist in scheduling and preparing agendas for cross-functional meetings with leadership, sales, and operations teams. • Ensure that playbooks and standard operating procedures (SOPs) for client improvement and market performance initiatives are properly documented and maintained.

• Develops and Executes Strategic Recruiting Plans • Communicates regularly with Talent Acquisition Manager regarding goal alignment and achievement, recruitment process updates and changes, and internal customer alignment • Proactively communicates with operational leadership to review staffing strategy, providing recommendations, and understanding recruiting needs • Supports the staffing strategy both in person and remotely as directed by the recruiting needs • Independently, researches, recommends, and uses established and new sources for active and passive candidates • Posts open positions internally and on approved job boards • Using market and industry knowledge may recommend and utilize non-traditional posting opportunities • Reviews resumes/applications and pre-screens candidates, referring qualified candidates on to hiring managers • Tracks progress of candidates in process & handles administrative details • Manages the offer process to ensure consistency, compliance with gerber’s policy & practice, and a high rate of acceptance • Provide a clear handoff to the HR Team to enable an effective and consistent onboarding process • Maintain candidate data in Workday, utilize current metrics, and compile related reports • Promotes and expands the teammate referral and alumni referral networks • Working with operations and building professional networks to help surface passive candidates • Independently leverages a variety of sourcing tools and strategies (i.e., Indeed, LinkedIn, social media and hiring events) to provide quality candidates • Independently work with internal and external partners to form and maintain “competitive intelligence” on competitors within the market and follows gerber’s guidelines on recruiting from competition