Frontline Experience Specialist
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Job Description
Frontline experience specialist adapting culture and engagement tools for AAA’s branch teams. Supporting field leaders, adoption, retention, and scalable frontline practices.
Responsibilities:
- Partner with field leaders to implement culture and engagement practices 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
- Strengthen local activation of recognition and culture mechanisms across locations
- Identify frontline adoption friction points and coordinate fixes with Culture Systems and program owners
- Capture and share frontline best practices and success stories
- Collaborate with Transformation & Enablement on pilots and change initiatives affecting frontline teams
- Track participation and adoption signals in frontline segments and recommend improvements
- Work remotely from a home office for day-to-day operations
- Travel within the 14-state footprint for initial training and onboarding, then to Dearborn, MI or Tampa, FL a few times a year
Requirements:
- 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
- Regular and reliable attendance is essential
- Must consent to a background and drug screen if offered employment
Benefits:
- Medical plans with multiple coverage options, including HSA eligibility
- Prescription drug coverage
- Dental and vision benefits
- Employee Assistance Program
- 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 and additional company contribution
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
- Paid Time Off (PTO)
- 10 company-paid holidays annually for full-time employees
- 1 mental health day, 2 floating holidays and 1 volunteer day for full-time employees
- Paid leave programs, including parental, bereavement, jury duty, and military leave
- Tuition assistance
- Professional certification support with 100% reimbursement for eligible programs
- Opportunities for career development and advancement
- Complimentary AAA membership with roadside assistance and travel discounts
- Adoption assistance program
- Remote work from a home office for day-to-day operations
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