Productivity & Performance Intelligence Manager

Location: Oldbury (Hybrid working, 3 office days per week)

Employment Type: Permanent

Why Join Us?

• Annual bonus, car allowance and private medical insurance.
• Lead productivity and performance improvements across The AA’s Control Tower operations.
• Turn operational intelligence into better deployment decisions, customer outcomes and commercial performance.
• Develop managers’ analytical and leadership capability while collaborating with workforce planning and automation specialists.

Company Description / Business Unit

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Make performance insight count where it matters: in the decisions that keep The AA’s Road Operations running effectively. As Productivity & Performance Intelligence Manager in our Control Tower, you’ll help turn complex operational data into practical action that improves productivity, service and cost efficiency.

You’ll lead Productivity Customer Managers and shape performance across your allocated portfolio, making the most of available resources as demand changes. Working closely with Workforce Planning & Operational Insight and Optimisation & Automation, you’ll challenge assumptions, identify opportunities and embed improvements that last.

This is an opportunity for a commercially minded, curious leader who enjoys combining analytical judgement with people leadership. You’ll influence colleagues across Road Operations and Customer Excellence, balancing operational results with customer experience, colleague wellbeing, safety and the needs of vulnerable customers.

Key Responsibilities

• Lead productivity improvement plans across the Control Tower portfolio to strengthen resource effectiveness, service and commercial results.
• Translate live and historical performance data into clear priorities and targeted interventions that address inefficiencies and emerging risks.
• Improve deployment and resource utilisation by balancing available hours, capacity and changing demand to protect service performance.
• Challenge productivity and cost drivers, including deployed hours and avoidable delays, to deliver measurable efficiency improvements.
• Partner with Workforce Planning & Operational Insight to close gaps between planned and actual capacity and inform future resource decisions.
• Work with Optimisation & Automation to shape and embed approved process, AI and automation improvements, measuring the benefits achieved.
• Coach and develop Productivity Customer Managers, building accountability and analytical confidence while keeping customer protection, safety and compliance central to decisions.

You’ll Bring

• Experience leading managers or operational teams in a complex, fast-paced environment and delivering measurable performance improvements.
• Strong analytical skills, with experience turning operational data and trends into sound decisions and practical action.
• Experience improving workforce capacity, resource utilisation or operational deployment to strengthen efficiency and service.
• Commercial judgement that balances productivity and costs with customer outcomes, operational risk and resilience.
• Experience leading change, developing management capability and building a culture of accountability and continuous improvement.
• Confidence using operational, workforce or performance reporting systems, with an understanding of relevant governance and customer protection obligations.

Nice to Have

• Advanced Excel and Power BI skills, with the ability to analyse data and generate actionable insights.
• Experience using workforce planning and deployment systems, with a strong understanding of Lean principles and continuous improvement.
• Experience identifying and implementing AI or automation opportunities to improve operational efficiency and performance.

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme