Organization: AAA Western & Central New York

Location:  Williamsville, NY

Reporting Relationship: The President & CEO reports to the Board of Directors

Website: https://www.aaa.com/ AAA Western & Central New York - https://westerncentralny.aaa.com/

Tracing its origins back to 1900, AAA Western and Central New York (AAAWCNY) is a member-centric organization that is best known for providing over 860,000 loyal members with 24/7/365 roadside assistance. We advocate for traffic safety through our Foundation for Traffic Safety along with our popular driver training programs. We also offer travel, insurance, financial and automotive-related services, all of which are critical to our overarching strategy to grow and diversify our revenues.

AAAWCNY has 600 associates across three major metro areas – Buffalo, Rochester, and Syracuse. We offer rewarding career opportunities in an accepting workplace with a caring culture built around respect and collaboration. We have been named one of the Best Places to Work by Buffalo Business First along with being one of the Healthiest Employers.

AAAWCNY is a member of AAA’s national federation of nineteen motor clubs operating independently across the United States. Each club is operated as a separate, autonomous entity (with its own local management and Board of Directors), but as affiliates of the AAA federation, the clubs are licensed to use the AAA brand and work closely with AAA Inc. and the other clubs to fulfill the mission of the AAA federation.

AAAWCNY’s relentless passion for always putting its members first is fueled by its strong vision, mission, and culture.

• AAA Vision – Trusted experts making lives easier for every generation.

• AAA Mission – Build relationships for a lifetime.

• AAA Diversity Statement – Be yourself. We like it that way. AAA is committed to an inclusive culture where everyone feels accepted, welcomed, and included for exactly who they are.

Insurance from AAA keeps you covered in times of uncertainty. Count on our local insurance advisors to connect you with a plan that suits your needs and your budget. Whether its auto, home, or life insurance, AAA’s got your back.

The road to Medicare is much easier to navigate with a trusted friend to show you the way. As always, AAA is here to help you. Trust AAA is here to help. Trust AAA to guide you through the complexities so you can prioritize your well-being. 

From teens to pros, AAA driver Training steers everyone towards safety. Our comprehensive courses and expert instructors build confident drivers.

Family dreams start here. Cars, college, travel – AAA’s financial services help build a brighter future. Savings, credit cards, identity theft protection, and more. Grow together.

In today’s hyperconnected world, your data is at risk every day. Be proactive with identity theft protection and credit monitoring from ProtectMyID included with every AAA Membership. 

Travel unlocks a world of experiences. AAA helps you explore the world with exclusive discounts, travel planning assistance, and top-notch service, creating unforgettable memories together. 

Roadside Assistance, the reliable anchor of AAA Membership, stands by your side on every journey. Whether is a flat tire or a dead battery, AAA will be there to keep your family moving forward. 

The AAA Mobile Battery Service will come to your home or wherever you’re parked, test your battery, and if necessary, replace it right there on the spot.

Discounts save you more on everyday expenses. Enjoy exclusive deals at popular retailers, restaurants, movie theaters, and attractions, making your family’s budget stretch further. 

The AAA Way is a set of core values that provides a blueprint of behaviors and defines the AAA culture within all our business lines and support departments. AAA is committed to an inclusive culture where everyone feels accepted, welcome, and included for exactly who they are. By integrating these values into our day-to-day work, we support AAA’s brand promise of safety, security, peace of mind, value, convenience, and trust. The AAA Way is “how we live.”

• Become a TRUSTED expert in AAA products and services

• Deliver a superior member experience

• Aim high to achieve results personally and professionally

• Commit to constant improvement

• HELP and care for one another 

• Support the health and well-being of our associates, community, and our environment

• Be sincere, respectful, and truthful in appearance, words, and actions.

• Recognize others for their contributions

• Become a RELIABLE teammate

• Share knowledge and information to help others succeed

• Be a self starters

• Check-in and follow through with expediency

• Go beyond expectations

• Embrace TECHNOLOGY and what it can do for us

• Challenge norms by asking “How can this be done better?”

• Stay curious and forward-thinking to bring new ideas and approaches to AAA

• Be an agent of change who appreciates the power of an idea

Business Development: Increase Member Engagement and actively pursue opportunities that increase diversification of revenues.

Customer Experience: Modernize our core IT infrastructure to improve the ease of transacting business with AAA, leveraging the newest technologies for all channels.

People & Culture: Cultivate an environment of highly engaged associates who actively embrace change with an agile mindset, driving transformative outcomes.

Operational Excellence: Leverage newly implemented technology to optimize operational efficiency with seamless integration, while improving business intelligence to drive growth solutions.

Financial: Grow topline revenue to $113 million with a targeted net margin of 2.0% from operations before investment income and strategic spending.

The President & Chief Executive Officer (CEO) provides leadership and strategic direction for AAAWCNY in support of stated policies, goals, and objectives established by the AAAWCNY Board of Directors. They will build and model a great company culture true to our vision and mission, provide inspired leadership to our executive team, establish a strong working relationship with the AAAWCNY Board of Directors, communicate effectively with all stakeholders, and set a course for company strategy while delivering on all operating and strategic commitments. This role is headquartered in Williamsville, New York, with oversight for all locations throughout Western and Central New York. Specific leadership responsibilities include the following:

• Leads AAAWCNY and sets a strategy that is well understood, widely supported, consistently applied, and effectively implemented.

• Leads creation of the strategic direction for AAAWCNY. Develops long-term strategies; establishes objectives and plans that meet the needs of the organization, employees, and other stakeholders; oversees consistent and timely progress toward strategic objectives; and obtains and allocates resources consistent with strategic objectives. The annual 2024 budget is approximately $103M.

• Focuses AAAWCNY’s strategy on growth and revenue diversification, including organic business line growth and revenue inorganic growth through mergers and acquisitions. Develops and grows new lines of business; grows and retains members, including attracting next generation members; grows the insurance business; grows the travel business and ensures the organization remains best in class for roadside assistance.

• Oversees ongoing operations of all departments and business lines within AAAWCNY, including financial structure, ensures revenue growth, risk mitigation, and positive operational performance. Assesses and responds to market trends, risks, and opportunities that impact the success of the organization’s strategy.

• Reviews the financial results of all operations, comparing them with the company's objectives and responding appropriately to correct unsatisfactory performance and results.

• Ensures the company's compliance with all applicable laws, rules, regulations, and standards.

• Provides direct oversight, guidance, and mentorship to the eight-member executive team. Oversees employment decisions at the executive level of the organization. Provides indirect leadership to the senior leadership team.

• Leads executive team to drive short- and long-term results to meet strategic goals and make critical decisions – including acquisitions, mergers, joint ventures, or product line expansions.

• Cultivates the culture of AAAWCNY as a professional services organization that delivers unique value and best-in-class service to its members. Promotes a culture of accountability.

• Creates a positive work environment for employees and promotes the organization’s mission, values, and business strategies. Ensures the development of effective recruitment, training, retention, and talent development programs that enable and motivate employees to strive for continual improvement. Promotes and fosters a culture of diversity, equity, and inclusion.

• Forges collaborative, trusting, and transparent working relationships with the Board of Directors.

• Engages with the Board of Directors in establishing short-term objectives and long-term goals with regular updates on the status of the Club’s operations.

• Facilitates the Board’s governance and committee structure in support of their oversight responsibilities.

• Serves as the overall spokesperson and representative for AAAWCNY regarding allied organizations, AAA Inc., AAA clubs/CAA clubs, business partners, community, government, and public.

• Guides the organization’s role within the community to maintain a positive public image with the membership and the businesses, institutions, and other entities that support its work. 

• Fosters highly effective CEO-level relationships with AAA Inc., AAA/CAA clubs, AAA affiliated entities and business partners.

• Performs other related duties to benefit the mission of AAAWCNY.

The successful candidate will be an inspirational and collaborative leader with executive presence who achieves business objectives through persuasion, relationships, and credibility. They will have a minimum of ten (10) years of relevant experience in executive-level management, with a minimum of five (5) years of progressive leadership experience, demonstrating an ability to balance visionary work with the tactical day-to-day management of an organization. Additional qualifications include the following:

• Extensive executive level experience in leadership roles.

• Experience in bringing next generation innovation and growth mindset to an organization.

• Excellent managerial and financial skills and the ability to take leadership over any business operations area.

• Exceptional multigenerational communication skills, particularly the ability to communicate publicly.

• Thorough understanding of management and financial practices in all areas and phases of business operations.

• A record of accomplishment in organizational leadership for an organization of similar complexity and scale.

• Knowledge of federation or association environments and the operations of Boards of Directors and committee structures desirable.

• Specific knowledge in one or more AAA business lines: Automotive, Travel, Financial Services, Insurance. Advocacy, Traffic Safety, Public and Government Affairs knowledge is beneficial.

• Demonstrated knowledge in both B2B and B2C environments; experience in a data-driven, customer-centric organization preferred. A successful record of accomplishment for establishing and growing strategic commercial partnerships.

• Ability to instill trust and build consensus among key stakeholders.

• Forward thinking; Proven success in developing short and long-range plans and objectives, including budgeting, financial implications, and organizational development.

• Good understanding of contractual commitments, industry groups, key customers, and regulatory agencies as they relate to the organization’s business.

• Astute interpersonal, relationship building, and modern communication skills, with the ability to facilitate alignment across the organization. Diplomacy skills.

• Strong ability to collaborate and build partnerships.

• A champion and advocate for the organization, with the courage and empathy to address complex decisions.

• Experience building trusting, collaborative, and transparent working relationships with a Board of Directors to advance an organization’s strategy.

• A commitment to diverse, equitable, and inclusive practices.

• Stellar reputation and unquestioned integrity and impeccable business and personal ethics -- accountability, ownership, and responsibility are inherent to this position.

Bachelor’s degree in business or a related field from an accredited college or university is required. An advanced degree in business administration, finance or law is preferred, but not required.

The mid-market salary range for this position is $420,000 to $480,000. Salary is dependent on several factors including previous work experience, specific industry experience, and skills required.  

Senior Client Partner

(703) 919-6540

Lorraine.Lavet@kornferry.com

Senior Client Partner

(202) 955-0947

Charles.Ingersoll@kornferry.com

Senior Associate

(713) 907-1895

Kristi.Hamilton@kornferry.com

Senior Project Coordinator

(703) 498-7227

 Emily.Reda@kornferry.com