Carrier Quality Manager

Caliber Collision•Lewisville, TX

2d•Remote

About The Position

The Carrier Quality Manager is responsible for the strategic leadership, performance, and operational excellence of the Carrier Quality organization supporting either State Farm or USAA. This role provides direct leadership to multiple Carrier Quality Supervisors and has overall accountability for quality outcomes, carrier compliance, teammate development, and operational consistency across assigned teams. The Carrier Quality Manager serves as the primary escalation point for complex carrier issues, drives alignment with carrier partners, and ensures Caliber standards are executed consistently at scale. This role balances people leadership, carrier relationship management, performance analytics, and continuous improvement to deliver world-class quality and compliance outcomes.

Requirements

High school diploma or GED required; bachelor’s degree or equivalent experience preferred
7+ years of experience in collision repair estimating, quality review, ADAS, or related functions
3+ years of people leadership experience, including managing leaders or supervisors
Strong understanding of carrier DRP programs, estimating standards, and compliance expectations
Advanced knowledge of collision repair theory, OE procedures, and ADAS calibration requirements
Expert-level proficiency with CCC/Mitchell estimating systems and P-Page logic
Proven ability to analyze performance data and translate insights into action
Strong executive-level communication and stakeholder management skills
Ability to lead and scale remote or hybrid teams effectively
Highly organized, adaptable, and comfortable operating in a fast-paced environment
Professional, calm, and solutions-oriented leadership presence
Must be at least 18 years of age
Must be eligible to work in the U.S. with no restrictions.

Responsibilities

People & Team Leadership
Lead, mentor, and develop multiple Carrier Quality Supervisors, ensuring strong frontline leadership and accountability
Set clear performance expectations and provide ongoing coaching to Supervisors to drive quality, productivity, and consistency
Oversee staffing models, capacity planning, and workload distribution across teams
Support talent development, succession planning, and leadership readiness within the organization
Review and approve Supervisor performance evaluations, corrective actions, and development plans
Foster a culture of accountability, collaboration, and continuous improvement
Carrier & Stakeholder Management
Act as the primary operational point of contact for assigned carrier (State Farm or USAA) quality programs
Partner with internal leadership, operations, and training teams to align on carrier expectations and performance outcomes
Manage escalations related to carrier disputes, compliance concerns, or systemic quality risks
Ensure carrier-specific guidelines, DRP requirements, and SLAs are understood and executed consistently
Quality, Compliance & Performance Oversight
Own overall quality performance across assigned teams, including estimate accuracy, documentation compliance, and ADAS adherence
Review performance dashboards, audits, and trend data to identify risks, gaps, and improvement opportunities
Ensure Supervisors are executing audits, re-reviews, and coaching consistently and effectively
Drive corrective action plans and targeted training initiatives based on performance insights
Maintain alignment with OE procedures, ADAS requirements, and estimating best practices
Operational Excellence & Strategy
Partner with senior leadership to support program design, process improvements, and scaling initiatives
Lead change management efforts related to new carrier requirements, system updates, or operational enhancements
Support governance, reporting cadence, and executive-level communication for carrier quality programs
Champion standard work, documentation discipline, and operational consistency across teams
Participate in cross-functional initiatives and special projects as assigned
Administrative & Compliance Responsibilities
Ensure adherence to company policies, safety standards, and confidentiality expectations
Review and approve Supervisor timekeeping, PTO, and attendance compliance
Maintain accurate reporting and documentation related to performance, compliance, and audits
Perform other duties as assigned