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Director, Contractor Network
Reference # JL-CAA-9930

Apply via our recruitment partner, Meridia Recruitment Solutions;

CAA Atlantic is one of Canada's most trusted and respected membership organizations, proudly serving more than 330,000 members across Atlantic Canada. As part of the Canadian Automobile Association federation, with nearly 7 million members nationally, we help Atlantic Canadians move through life with greater safety, confidence, and peace of mind-whether they are on the road close to home or planning travel around the world. Recognized as one of Canada's Most Admired Corporate Cultures, CAA Atlantic offers a workplace where purpose, service, and people come together. We are committed to supporting employee growth through ongoing learning, meaningful development opportunities, competitive benefits, a generous vacation allowance, and an annual incentive program. For leaders who are passionate about service excellence, operational performance, and member value, this is an opportunity to contribute to a trusted Atlantic Canadian brand with national reach.

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CAA Atlantic is seeking a Director, Contractor Network to play a critical leadership role in shaping the quality, reliability, and future evolution of our roadside and repair partner network. Working closely with the Vice President, Operations and the roadside team, this role will lead the strategy, performance, engagement, and continuous improvement of a regional network that directly supports member safety, service excellence, and trust across Atlantic Canada. The Director oversees a network of more than 150 mobile service providers and more than 50 Approved Auto Repair Service facilities. This is a hands-on strategic leadership role focused on strengthening partner relationships, elevating service quality, advancing safe and consistent operations, improving network performance, and ensuring members receive trusted support when they need it most.

Duties & Responsibilities:

Partner with the Vice President, Operations to develop and execute a multi-year strategy for the evolution, performance, and management of the Contractor Network.
Lead network strategies in collaboration with internal teams, service providers, vendors, and external partners, ensuring alignment with CAA Atlantic's strategic objectives, values, and member promise.
Ensure reliable, high-quality service delivery to CAA members through clear operating standards, strong partner engagement, and disciplined performance management.
Use contracts, service standards, KPIs, dashboards, and partner scorecards to establish expectations, monitor performance, identify root causes, and drive continuous improvement.
Lead the implementation and operationalization of digital tools and solutions that enhance contractor performance, member experience, safety, and operational efficiency.
Strengthen service provider engagement through communication, training, coaching, feedback, and incentive programs aligned with organizational priorities.
Negotiate and manage contracts, support cost containment initiatives, and contribute to annual budget planning, expenditure tracking, and cost reviews.
Develop and manage plans to strengthen collaboration with Approved Auto Repair Service partners, enhance the AARS program, and identify strategic opportunities for growth.
Collaborate across CAA Atlantic and with other CAA Clubs to identify best practices, streamline operations, improve efficiencies, and support consistent service excellence.
Support employee and partner development through training, coaching, mentorship, open communication, and a commitment to safe, member-focused service delivery.

Qualifications & Experience:

Post-secondary education in Business Administration or a related field, or an equivalent combination of education and experience.
Minimum 10 years of progressive leadership experience in a medium or large-scale organization, ideally in operations, vendor or partner management, network operations, automotive, towing, service, heavy equipment, transportation, or a related industry.
Demonstrated experience developing strategy, managing contracts, negotiating agreements, evaluating vendor performance, and leading external partner relationships.
Strong understanding of towing operations, service delivery networks, small business owner/operator dynamics, and industry trends or best practices.
Experience using KPIs, dashboards, financial information, and operational data to drive performance improvement, budget discipline, and service quality.
Proven ability to provide feedback and coaching, manage escalations, resolve disputes, and maintain strong partner relationships.
Excellent communication, presentation, problem-solving, influencing, and leadership capabilities, with the ability to build credibility across all levels of an organization.
Familiarity with safety standards and compliance requirements within service delivery networks is considered an asset.
Willingness to travel throughout Atlantic Canada.
Bilingual proficiency in English and French, written and verbal, is considered an asset.

To express interest in this opportunity, please apply online directly by clicking 'Apply Now' below.

If you have any questions, please contact Kate Spares, Recruitment Specialist, at [email protected] or Jeff Lanthier, Partner, at [email protected]. If you require accommodation to participate in the recruitment process, please let us know.

Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.

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A little bit about us

CAA Atlantic

CAA Atlantic

At CAA Atlantic, we're not just a company; we're a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947, we are deeply rooted in our region, but our vision is firmly fixed on the future. Our mission? To revolutionize the way people experience safety, travel, and well-being in the 21st century.

Serving our members with pride across the four Atlantic Provinces, we're not your typical organization. As a forward-thinking, not-for-profit, we're committed to pushing the boundaries of what's possible.

If you're looking to be part of a company that's leading the charge in modernizing the travel and safety industry, look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years, we're on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together, we'll drive innovation, ensure safety, and redefine the way Atlantic Canada experiences the world.

Why Work With Us:

Challenging work with an amazing team
Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children’s Hospital Foundation in 2022, in addition to many more)
A competitive compensation package
Generous paid time off based on professional experience
Paid volunteering
Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
Health and Safety of employees is the number one priority
Complimentary Premier CAA Membership
An in-house gym facility and/or corporate gym rate and partial reimbursement
An innovative and dynamic work environment
Ongoing learning and development opportunities

Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.

Our Mission:To make a difference every day by anticipating, understanding, and exceeding the expectations of our Members

Our Core Values

WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will, to provide the safety and security they can count on and deliver the great service they’ve come to expect. Our word is our bond.
WE THINK DIFFERENTLY We create a culture built on being curious, embracing new ideas, backgrounds, and perspectives, which expands our thinking and leads to creative solutions.
WE DO THE RIGHT THING We commit to operating in the best interest of others, upholding integrity and being transparent in our actions and decision making.

Diversity and inclusion at CAA Atlantic

As a member-driven organization, we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential, and we recognize that diverse perspectives enhance our collective innovation, creativity and allow us to provide amazing service to our Members.

Accommodation

Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.