VP, Client Services

Key Responsibilities

• Own the end-to-end client services strategy and execution across the Wheels portfolio
• Define, evolve, and operationalize service models that align to client segment, complexity, and value
• Ensure consistent, high-quality service delivery throughout onboarding, steady-state support, and change events
• Act as an escalation point for complex client issues, ensuring timely resolution and clear communication
• Partner with Commercial leadership on client strategy, renewals, expansion opportunities, and retention risk mitigation
• Represent Client Services in key client meetings, executive briefings, and strategic conversations as required
• Partner with Operations, Product, Technology, Analytics, and Finance to align service delivery with operational capabilities and roadmap priorities
• Translate client feedback and performance insights into actionable improvements across teams
• Drive clarity on roles, handoffs, and accountability across Commercial and Client Services teams

Performance Management & Operational Excellence

• Establish and monitor clear service performance metrics, including NPS, retention, client health, and operational KPIs
• Lead operating rhythms to review performance, risks, and improvement initiatives
• Drive process simplification, scalability, and consistency through adoption of best practices and technology
• Achieve accurate forecasting of capacity and demand in alignment with business growth

Leadership & Talent Development

• Create a culture of ownership, accountability, collaboration, and continuous improvement
• Lead a strong Client Services leadership team capable of executing today and scaling for the future
• Oversee talent planning, hiring, development, and succession for Client Services
• Ensure team members have the skills, training, and tools needed to deliver excellent client outcomes
• Foster employee engagement and retention through clear expectations, development opportunities, and recognition

CORE VALUES

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive, and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity, and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

Cultural Attributes

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

Job Specifications, Physical Demands and Work Environment

• Work Environment: This position is in Georgia or Illinois and operates in a professional office environment.
• Positions Type/Standard Schedule: This is a full-time position, Monday through Friday.
• Travel: Occasional travel (less than 10%) is expected for this position to visit with clients.
• Physical Demands: While performing the duties of this job, the employee must regularly talk and hear.

Pay Range

$209,000-$292,500

Benefits

Please click here for an overview of the benefits available to you and your family.

EEO Statement

We are an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. We are committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.