Performance Specialist, Fixed Operations

Job Description

About You

Are you someone who thrives in dealership environments, builds strong relationships, and takes pride in elevating operational performance? Do you enjoy solving problems, coaching others, and making a meaningful impact on the customer's experience? If you are energized by partnership, performance and driving meaningful operational results, this role was built for you. 

As a Performance Specialist, Fixed Operations, you will be the trusted advisor for the dealerships Fixed Ops teams-guiding them through claims practices, improving overall service execution, and helping them adopt the tools and processes that create stronger outcomes for their business and their customers. 

This is your chance to make a real impact across a national network and bring your automotive expertise to a role where your influence is visible, valued and drives a meaningful difference!

About Us

LGM Financial Services Inc. is Canada's best automotive partner for Finance & Insurance.

Established in 1998, over two decades later, LGM has cemented its position as a leader in Canada's automotive industry. With double-digit growth year over year, our success is proof that you can grow a business built on values, innovation, and service. We're proud of our history but even more excited about the future; with so many technologies disrupting our industry today, we anticipate and build on trends through the lens of the consumer so that our products and services don't just keep up, they break new ground.

The Performance Specialist, Fixed Operations is a key field-facing role that strengthens dealership performance across LGM's national network. In this role, you will work directly with the Fixed Operations dealers' team to enhance their understanding of LGM products, improve claims practices, reduce loss costs, and support stronger, more consistent service delivery.

Acting as both a performance coach and a service champion, you'll build trusted relationships, guide operational improvements, and help resolve escalations with fairness and professionalism. You'll play a central role in driving continuous improvement, collecting dealer insights, supporting change initiatives, while ensuring our tools, systems, and processes enable the best possible outcome.

What You Will Do
 

• Serve as the primary escalation and conflict-resolution contact for Fixed Operations teams.
• Collect and organize dealer feedback on systems, products, and processes to help drive improvements.
• Lead change management efforts related to tools, system enhancements, and operational updates.
• Lead national dealer engagement initiatives to support stronger Fixed Operations performance.
• Monitor, track, and report key Fixed Ops KPIs (Excess Warranty Expense, loss ratio, claim volumes, early-life claims , self-serve rates and training or satisfaction metrics).
• Collaborate with internal teams to identify, prioritize, and execute opportunities for operational improvement.
• Support dealership onboarding and integration related to Direct-to-Consumer tools, processes, and operating models.
• Identify operational friction points and provide recommendations to improve alignment and customer experience.

What We Are Looking For

We're looking for a Performance Specialist who brings a strong mix of dealership operational expertise, relationship management skills, and a passion for improving performance. The ideal candidate will have:
 

• Solid background in warranty, claims, and auditing best practices.
• Strong understanding of dealership operations, service processes, and systems.
• Ability to build trusted, professional relationships with dealership Fixed Operations and Service Departments leaders & teams.
• Skilled at resolving escalations with fairness, diplomacy, and professionalism.
• Proven ability to identify operational gaps, friction points, and improvement opportunities.
• Highly organized with the ability to manage time, priorities, and travel demands.
• Customer-centric thinking with a focus on enabling dealer success.
• Ethical, professional, and committed to delivering value in every interaction.
• Bilingual in French and English is an asset for national coverage.

What We Offer
 

• Hybrid work model.
• A competitive compensation package, including a comprehensive health benefits plan, Group RRSP, performance bonus, health and wellness benefits, and education sponsorship.
• Four paid days annually to "give back" to the community, along with your birthday off.
• A vehicle rebate program of up to $400 per month.