Job Description

Job Description

Roadside Protect, Bosch Service Solutions North America

Company Description

Roadside Protect is a leading provider of specialty roadside assistance programs, headquartered in Itasca, Illinois. Roadside Protect is committed to delivering an emergency roadside assistance experience for our customers. The best experience means a satisfied customer who has their emergency handled efficiently and timely manner by an understanding and empathetic company.

Salary Range: $60,000 - $80,000 per year

Office Perks:

Fun Work Environment

Conveniently Located with Easy Highway Access

Onsite Gym

Spacious Lunchroom

Massage Chairs

Newly renovated Building

About Roadside Protect

• Roadside Protect is a strong provider of towing and roadside administration services in the U.S. and Canada
• Bosch Service Solutions acquired Roadside Protect as of January 31, 2025, and plans to further expand its mobility service business in the U.S. by acquiring Roadside Protect.
• By connecting both companies, Roadside Protect’s deep regional industry knowledge is brought together with Bosch’s technology and service expertise, and global service setup

Role Description

This is a full-time, on-site role located in Itasca, IL, for an Operations Manager Assistant. Operations Performance Manager acts as a bridge between frontline teams and upper operations leadership, focusing on performance improvement, coaching culture, and process compliance. They assist in monitoring key performance indicators (KPIs), supporting Team Leads, and ensuring consistent service quality across teams.

General Job Responsibilities

• Create and oversee staffing requirements for multiple operational service delivery teams.
• Continuously observe, measure, and enhance productivity levels.
• Monitor, assess, and enhance key performance indicators.
• Supervise the coordination of tasks within the specific process area as well as with other processes outside the area.
• Decision and accountability within the respective scope of responsibility.
• Effectively handle and respond to client escalations.
• Overview and align the organization by using the Continuous Improvement Philosophy (CIP).
• Supervise Team Leads who are in charge of teams across all process areas.
• Target responsible, including mentorship of the assigned employees and personnel development.
• Conduct disciplinary measures and performance appraisal interviews.
• Regular and profound exchange with management regarding topics with high attention on results and costs.
• Work with Process Executives within Bosch to understand global standard processes and technologies, while understanding and managing exceptions.
• Monitor end-to-end process performance and ensure strong integration and collaboration with other processes and functions.
• Lead and/or participate in status and planning meetings with the team, company, and clients.
• Actively participate in both planned and ad-hoc audit activities when deemed necessary. This includes coordinating resources to collaborate with the audit team and providing the necessary documentation to facilitate the audit process.
• Ensure all processes adhere to Bosch standard policies and regulatory requirements.
• Perform other functions related to the position.

Requirements & Skills:

• Highschool Diploma
• 3+ years of call center leadership experience leading teams of agents.
• Must have high-level knowledge of Calabrio/WFM tools.
• Must have 2-3 years of experience providing OEM warranty roadside assistance programs. This includes understanding Key Performance Indicators and Service Level Agreements for OEM clients. Have curiosity to continuously improve the business from the client’s perspective. Understand the key objectives of client personnel for their current position(s).
• Strong computer skills, including MS Office.
• Work comfortably on a computer with accurate typing skills of 40 wpm.
• Experience in continuous improvement processes, including development and implementation.
• Strong communication skills.
• Problem-solving and conflict management.
• Strong leadership and teamwork.
• Adaptability to a changing environment and detail-oriented.
• Accountability and first responder to urgent business needs (on-call availability). This position requires the ability to be flexible with days and hours of work to support the 24/7 operation.

Roadside Protect provided the following inclusive hiring information:

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Why join us?

We are a 23-year-old company that is passionate about delivering an incredible customer experience. Our company provides roadside assistance administration services. We offer competitive compensation and benefits in a growing company environment. Our employees have rated Roadside Protect as a Great Place To Work!

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