[Hiring] Frontline Experience Specialist @AAA-The Auto Club Group

Role Description

The Frontline Experience Specialist strengthens culture and engagement in branch/frontline environments by translating enterprise experience mechanisms into practical routines leaders can use. This role partners directly with field leaders to activate culture tools, recognition practices, and engagement mechanisms in non-desk settings, and adapts resources so they fit operational reality. The Specialist elevates patterns and best practices from the field, helps remove barriers to adoption, and supports measurable improvements in frontline experience and retention through consistent, scalable approaches.

• Partner with field leaders to implement culture and engagement practices that work in branch/frontline environments.
• Adapt enterprise tools and communications for non-desk populations, including job aids, leader routines, and activation playbooks.
• Support branch managers through coaching, practical resources, and light-touch enablement that improves follow-through.
• Strengthen local activation of recognition and culture mechanisms, ensuring usability and consistency across locations.
• Identify friction points that reduce frontline adoption and coordinate fixes with Culture Systems and program owners.
• Capture and share frontline best practices and success stories to support enterprise learning and scaling.
• Collaborate with Transformation & Enablement on pilots and change initiatives affecting frontline teams, supporting local implementation needs.
• Track participation and adoption signals in frontline segments and recommend improvements to increase impact.

Qualifications

• Bachelor’s degree in Human Resources, Business, Communications, Organizational Development, or a related field required (or equivalent experience).
• 5 years of experience in frontline enablement, field operations support, employee experience, retail/branch operations, or related work required.
• Experience partnering directly with distributed leaders and non-desk populations strongly preferred.
• Strong facilitation and coaching skills with a practical, operations-oriented approach.
• Ability to simplify and adapt tools for frontline settings without losing intent or standards.
• High relationship orientation and credibility with field leaders.
• Ability to identify adoption barriers and coordinate improvements across stakeholders.

Requirements

• This position can work remotely from a home office for day-to-day operations.
• Initial travel (within our 14-state footprint) will be required for training and onboarding purposes.
• After initial training is completed, will travel to Dearborn, MI or Tampa, FL a few times a year.
• Position Schedule: Monday-Friday 8am-5pm.

Benefits

• The annual salary range for this position is $67,371.20 - $90,000 with annual bonus potential, based on performance.
• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).
• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.
• 401(k) plan with company match of 50% paid on employee contributions up to 6% of pay.
• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
• Full-time employees will receive up to 12 PTO days annually.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.
• Tuition assistance and professional certification support with 100% reimbursement for eligible programs.
• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.