Digital Emergency Roadside Service Manager (Hybrid)

The Digital ERS Manager leads the digital Emergency Roadside Service (ERS) for AAA members and clubs, promoting a digital leadership mindset across the association and encouraging adoption by AAA clubs and members. This position leads a team that translates customer research and market trends into digital channel product strategies to enhance the member experience and value of AAA membership. This position achieves business goals by fostering innovation, prioritizing projects, and managing current and future initiatives.

Duties & Responsibilities

• Defines the strategies and roadmap of the Roadside Assistance digital product portfolio lifecycle. Identify, evaluate, plan, and implement IT projects for the suite of digital solutions providing Roadside Assistance.
• Partners with AAA, Inc. and club leaders across multiple functional areas to implement the vision and strategy for AAA’s future digital ERS experience and capabilities. 
• Leads and oversees a cross-functional team of software development and business analysts focused on evolving AAA’s Digital ERS products, services, and processes into personalized, high-impact, and digital best-in-class member experiences. 
• Develops and executes clearly defined, data-driven priorities that address club and member needs, connecting and leveraging all digital touchpoints. Creates a product roadmap that ensures the business objectives of AAA’s ERS strategy are achieved on time and within budget.
• Leads an innovative and iterative development process, including launch approaches with pilots and testing strategies, including A/B and multi-variate testing, to perfect and scale product(s) successfully.
• Partners closely with internal AAA, Inc. stakeholders (e.g., IT, AAA business lines, Member Experience, Business Intelligence, Consumer Insights) to ensure alignment with ERS Strategy goals, share insights on member needs, and leverage data to inform product enhancements.
• Establish scorecards measuring the value of investments with well-defined KPIs.
• Maintains deep knowledge of market, consumer, technological, and industry trends related to AAA, Inc. business lines, and adjusts work plans and priorities to meet changes and developments.
• Partners with AAA Clubs, Board governing committees, the Automotive Business Line Subcommittee, and related Task Forces to secure the necessary support, approvals, endorsements, and funding needed to deliver exceptional experiences through AAA’s Digital Roadside products.
• Ensures data security, privacy, and analytics solutions are integrated into product design.

Requirements, Competencies, and Certifications:

• Experience in product management for customer-facing digital platforms, especially in the automotive, transportation, or emergency services sectors.
• Experience with Agile project delivery. Understand the fundamentals of iterative development. 
• Change management experience.
• Demonstrated knowledge of working with the Adobe Analytics platform.
• Strong understanding of GPS, telematics, and location-based services. 
• Strong negotiation skills. Ability to exert influence without direct authority. 
• Proven success delivering clear, executive-level communications using high-impact storytelling. 
• Self-directed and adept at working in ambiguous environments. 
• Demonstrates an awareness of strengths, limits, and areas to improve. 
• Strong time management, organizational, and interpersonal skills.
• Adaptable in a fast-paced, dynamic, deadline-driven environment. 
• Ability to challenge conventional thinking and drive new best practices.

Education & Experience:

• Bachelor’s degree in business or information technology, organizational communications, or related field. 
• Five (5) or more years of demonstrated experience in product management, product planning, or equivalent experience with exposure to product and software development cycles and engineering.

Hiring Range:

$93,000 - $108,000

This position is also eligible for participation in AAA, Inc.'s Annual Incentive Plan.

AAA, Inc. is committed to paying competitively and equitably. The posted range for this position represents competitive compensation based on market data, internal equity, and the skills and requirements of the position. The compensation offered will depend on your qualifications and experience.

AAA, Inc. supports a flexible work environment for our associates. We are committed to collaboration, innovation, and work-life balance and offer a hybrid work model of three days in-office and two days at home (or whenever you work best) each week.

 AAA, Inc. is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee working at the AAA, Inc. offices either by email, the Internet, or in any form and method without a valid written Statement of Work in place for this particular position from the AAA, Inc.'s Talent Acquisition Department will be deemed the sole property of the AAA, Inc.'s Office. No fee will be paid if the AAA, Inc. office hires the candidate due to the referral or through other means.

Salary : $93,000 - $108,000