Company descriptionThis is the jobLocation: Field Based - CheltenhamContract Type: Full Time, PermanentLevel: L6Salary: Up to £69,193.22As a Customer Performance Manager, you’ll lead a team of Performance Leaders and Patrols across a large geographical area.Your mission? To deliver exceptional service to our customers while ensuring operational excellence and strong business outcomes. You’ll be a strategic leader, a people manager, and a performance driver—ensuring every customer interaction reflects the AA’s values and commitment to quality.What will I be doing?Drive performance and engagement across your area, using data and insight to guide decisionsManage a significant operational budget, identifying efficiencies without compromising serviceCollaborate with stakeholders to resolve operational challenges and deliver against SLAsDevelop and implement efficient transport strategiesEnsure compliance with FCA, DVSA, and health & safety regulationsEmbed a culture of “Treating Customers Fairly” across your team and contractor networkIdentify and address underperformance, while nurturing talent and promoting continuous improvementFor areas of responsibility, ensure that emerging risks are identified, assessed, recorded in the departmental risk register, and escalated to senior management when necessaryWhat do I need?Proven experience in a senior operational management role, dealing with a remote workforceStrong knowledge of health & safety and employment legislationProven ability to manage performance and employee relations ideally within a unionised environmentAbility to use business data to make sound decisions and plan activityCommercial acumen with experience managing large budgets.Possession of a CPC qualification, or a commitment to obtaining itDriven with a commitment to continuous personal developmentSupplier and client management experienceAdditional informationWe’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:25 days annual leave plus bank holidays + holiday buying schemeWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, so much more!We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.