ABOUT US

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing

the lives of our community. For over one hundred years, we have been a staple within our community, providing

such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards

savings; continually growing our suite of relevant services and products. A true community partner, we could not

be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust,

every day.

POSITION SUMMARY

Reporting to the President and CEO, and acting 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,

Automotive Services is responsible for driving operational excellence, member satisfaction, and a fostering a

strong safety culture across all automotive functions. A key component of the role includes overseeing fleet

procurement and ensuring the ongoing maintenance of vehicles to support reliable operations, timely service

delivery, and alignment with organizational standards. By aligning departmental objectives with the organization’s

strategic priorities, the Vice President, Automotive Services helps uphold the club’s reputation as a trusted,

responsive, and mission-driven provider of roadside assistance.

KEY RESPONSIBILITIES

Strategic Leadership

• Work closely with the President & CEO and Executive Leadership team, acting as a strategic advisor on

  automotive operations.

• Lead the development and execution of a comprehensive automotive services strategy aligned with CAA

  Niagara’s mission and growth objectives, including Emergency Roadside Service (ERS).

• Develop and execute the strategic vision for all automotive services, ensuring alignment with

  organizational goals and member expectations.

• Identify opportunities for innovation, including the adoption of new technologies to streamline processes,

  expand service offerings, and enhance operational efficiency in support of member needs and

  organizational goals.

• Provide strategic oversight of all fleet operations - including acquisition, maintenance, compliance and performance optimization - to ensure vehicles are safe, efficient, and consistently available to meet service demands. 

• Ensure that all automotive services operations are planned and managed in alignment with CAA/AAA quality standards, industry best practices, and applicable government regulations, regularly collaborating with other affiliated clubs. 

Operational Leadership

• Oversee the performance and development of CAA Niagara’s in-house fleet and technicians, ensuring

  operational readiness and service excellence.

• Maintain and optimize the contractor network to ensure broad geographic coverage, timely response

  times, and alignment with service standards.

• Monitor contractor service levels, ensure adherence to CAA/AAA quality standards, and implement

  improvements as required to enhance the member experience.

• Ensure operational processes and workflows are efficient, cost-effective, and aligned with service delivery

  expectations.

• Oversee scheduling, dispatch, and resource allocation, ensuring timely and effective service delivery.

• Collaborate with cross-functional teams (e.g., HR, Finance) to support the operational needs of automotive

  services and ensure alignment with organizational policies and systems.

• Utilize data, reporting, and KPIs to monitor service performance, identify trends, and drive continuous

  improvement across all aspects of automotive operations.

• Foster a culture of accountability, teamwork, and continuous improvement across all operational teams.

Health & Safety

• Champion a strong health and safety (H&S) culture across all automotive services operations, ensuring the

  well-being of staff, contractors, and members.

• Ensure compliance with all relevant H&S legislation, including the Occupational Health and Safety Act

  (OHSA) and applicable transportation regulations.

• Oversee the development, implementation, and continuous improvement of safety protocols, training

  programs, and risk mitigation strategies.

• Promote proactive safety practices by analyzing trends, conducting regular safety audits, and engaging in

  continuous improvement efforts.

• Collaborate with HR to ensure alignment of safety initiatives with broader organizational policies.

Risk Management

• Identify and mitigate operational risks related to roadside service delivery, fleet operations, and contractor

  performance.

• Ensure compliance with relevant safety regulations, transportation laws, and internal policies to minimize

  legal risk.

• Monitor and manage financial risks related to contractor agreements, fleet maintenance costs, and budget

  adherence.

• Establish internal controls to safeguard assets and ensure fiscal accountability within the automotive

  services department.

• Lead or support incident investigations, including vehicle accidents, service failures, and/or contractor-

  related issues, and implement corrective actions to prevent recurrence.

• Collaborate with Finance and HR teams to develop and maintain accurate forecasting, contingency-

  planning, and insurance strategies for fleet and service operations.

• Evaluate and mitigate risks associated with supply chain disruptions, contractor reliability, or service

  delivery interruptions that may impact satisfaction or organizational reputation.

• Promote a proactive risk-aware culture across operational teams through training, reporting tools, and

  open communication

QUALIFICATIONS

• Ten plus (10+) years of progressive management experience, including five plus (5+) years in a senior

  leadership role, required.

• Proven success in leading large operational teams, including fleet and technical staff, required.

• Experience in automotive services, dispatch operations, or member-based organization, an asset.

KEY CANDIDATE COMPETENCIES

• Excellent verbal and written communication skills.

• Ability to remain calm and solution-focused when managing urgent or complex operational challenges.

• Demonstrates ability to make timely, informed decisions by evaluating available data, operational realities,

  and organizational priorities.

• Effective leadership and exceptional coaching abilities.

• 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 an organizational culture and working relationships built on mutual trust and respect, at all levels of the organization.

• Capable of multi-tasking while paying great attention to detail.

• Adherence to health and safety standards at all times.

OUR EMPLOYEE PROMISE

• Group benefits.
• Robust pension plan. 
• Paid personal hours.