Vice President, Automotive Services – CAA Niagara

ABOUT US

CAA Niagara is a proud Niagara Region employer, focused on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have provided services such as emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings. We continue to grow our suite of relevant services and products. With over 160,000 members across Niagara, we concentrate on earning your continued trust every day.

POSITION SUMMARY

Reporting to the President and CEO and as a key member of the Executive Leadership Team, the Vice President, Automotive Services provides strategic leadership and oversight of the Emergency Roadside Services (ERS) team, internal fleet repair operations, and the contractor network. This role is critical to delivering reliable, high-quality roadside assistance to members – often during their most urgent moments.

The Vice President is responsible for:

• Driving operational excellence
• Ensuring member satisfaction
• Fostering a strong safety culture across all automotive functions

A key component includes overseeing fleet procurement and ongoing maintenance of vehicles to support reliable operations, timely service delivery, and organizational alignment. By aligning departmental objectives with the organization’s strategic priorities, the Vice President helps uphold the club’s reputation as a trusted, responsive, and mission-driven provider of roadside assistance.

KEY RESPONSIBILITIES

Strategic Leadership

• Work with President & CEO and Executive Leadership team as a strategic advisor on automotive operations
• Lead development/execution of a comprehensive automotive services strategy (including ERS) aligned with CAA Niagara’s mission and growth objectives
• Develop strategic vision for all automotive services that aligns with organizational goals and member expectations
• Identify innovation opportunities, including new technology adoption, to streamline processes, expand offerings, and enhance efficiency
• Provide strategic oversight of all fleet operations (acquisition, maintenance, compliance, performance optimization) to ensure safety, efficiency, and availability
• Ensure alignment of all automotive operations with CAA/AAA quality standards, industry best practices, and applicable government regulations; collaborate with affiliated clubs

Operational Leadership

• Oversee performance and development of CAA Niagara’s in-house fleet and technicians for operational readiness and service excellence
• Maintain and optimize contractor network to ensure broad coverage and timely response
• Monitor contractor service levels, ensure CAA/AAA quality standards, and implement improvements to enhance member experience
• Ensure operational processes are efficient, cost-effective, and aligned with delivery expectations
• Oversee scheduling, dispatch, and resource allocation for timely/effective service
• Collaborate with cross-functional teams (HR, Finance) to support operational needs of automotive services and align with policies/systems
• Use data, reporting, and KPIs to monitor performance, identify trends, and drive continuous improvement
• Foster accountability, teamwork, and continuous improvement culture across operational teams

Health & Safety

• Champion a strong health and safety (H&S) culture across automotive services, ensuring well-being of staff, contractors, and members
• Ensure compliance with H&S legislation (OHSA) and applicable transportation regulations
• Oversee development, implementation, and improvement of safety protocols, training programs, and risk mitigation strategies
• Promote proactive safety practices through trend analysis, regular audits, and continuous improvement
• Collaborate with HR on alignment of safety initiatives with broader policies

Risk Management

• Identify and mitigate operational risks related to roadside service delivery, fleet, and contractor performance
• Ensure compliance with safety regulations, transportation laws, and internal policies to reduce legal risk
• Monitor/manage financial risks from contracts, fleet maintenance costs, and budget adherence
• Establish internal controls for asset safeguarding and fiscal accountability
• Lead/support incident investigations (vehicle accidents, service failures, contractor issues) and implement corrective actions
• Work with Finance and HR on forecasting, contingency planning, and insurance strategies for fleet/service ops
• Evaluate risks from supply chain disruptions, contractor reliability, or service interruptions affecting satisfaction or reputation
• Promote risk awareness through training, reporting tools, and open communication

QUALIFICATIONS

• 10+ years progressive management experience, including 5+ years in senior leadership required
• Proven success leading large operational teams, including fleet and technical staff
• Experience in automotive services, dispatch operations, or member-based organization (asset)

KEY CANDIDATE COMPETENCIES

• Excellent verbal and written communication skills
• Ability to remain calm and solution-focused when managing urgent or complex operational challenges
• Proven ability to make timely, informed decisions using available data and operational realities
• Effective leadership and coaching skills
• Solid judgement and problem-solving skills
• Skilled in change management
• Strong organization and project management abilities
• Ability to work independently and as part of a team
• Ability to foster, support, and maintain a culture and relationships built on mutual trust and respect at all organizational levels
• Multi-tasking with attention to detail
• Adherence to health and safety standards at all times

OUR EMPLOYEE PROMISE

• Group benefits
• Robust pension plan
• Paid personal hours

HOW TO APPLY

If your experience, skills, and aspirations align with this opportunity, please send your resume to careers@hroffsite.ca with “CAA Niagara, VP, Automotive Services” in the subject line.

CAA Niagara is an equal opportunity employer and encourages applications from all qualified individuals. We are committed to providing a safe, healthy, and inclusive work environment where every employee feels valued and respected. Accessibility accommodations will be considered upon request.