Frontline experience specialist

Job Type:

Full time

Exempt/Non Exempt:

Salary

Job Description:

Location Details:

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

Position Summary:

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.

Key Responsibilities:

• 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:

Required

Education (include minimum education and any licensing/certifications):

Bachelor’s degree in Human Resources, Business, Communications, Organizational Development, or a related field required (or equivalent experience).

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.

Skills:

• 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.

Work Environment

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

The annual salary range for this position is $67,371.20 - $90,000 with annual bonus potential, based on performance.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• 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.

Retirement & Savings

401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.

Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

Job Posting Period:

This position is expected to remain posted through 11/25/2026; however, it may close at any time once a qualified candidate pool is identified.

Who We Are

Become a part of something bigger. The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance. And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.