VP, Client Services

The VP, Client Services is accountable for the overall client experience across Wheels’ portfolio, ensuring delivery of a consistent, high‑quality, and scalable service model that supports client retention, growth, and satisfaction. This role leads the Client Services organization, including account management and support teams, and serves as a senior leader in shaping how Wheels delivers value to clients across the full lifecycle.

This role partners closely with Commercial, Operations, Product, Finance, Analytics, and Technology teams to align service delivery with client expectations, contractual commitments, and Wheels’ growth strategy. The VP, Client Services is responsible for evolving service models, improving operational execution, and ensuring teams are equipped with the right talent, tools, processes, and insights to support clients effectively.

Success in this role is measured by client outcomes, including Net Promoter Score, retention, service performance, and employee engagement. The VP, Client Services is expected to drive a culture of accountability, continuous improvement, and client‑first decision making.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• CLIENT EXPERIENCE & SERVICE STRATEGY:
  • 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

• CROSS FUNCTIONAL PARTNERSHIP
  • Partner with Operations, Product, Technology, Analytics, and Finance to align service delivery with operational capabilities and roadmap priorities
  • Ensure client feedback and performance insights are translated into actionable improvements across teams
  • Collaborate with Sales and Growth teams to support due diligence, onboarding readiness, and post‑sale execution
  • 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
  • Ensure accurate forecasting of capacity and demand in alignment with business growth

• LEADERSHIP & TALENT DEVELOPMENT
  • Build, lead, and develop a strong Client Services leadership team capable of executing today and scaling for the future
  • Create a culture of ownership, accountability, collaboration, and continuous improvement
  • 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

LEADERSHIP RESPONSIBILITIES

• Set a clear vision for Client Services aligned to Wheels’ growth and client strategy

• Lead through change with transparency, structure, and focus on client impact

• Promote data‑driven decision making and disciplined execution

• Champion a client‑first mindset while balancing scalability, efficiency, and commercial outcomes

• Serve as a role model for Wheels’ values and leadership behaviors

• Set a clear vision for Client Services aligned to Wheels’ growth and client strategy

• Lead through change with transparency, structure, and focus on client impact

• Promote data‑driven decision making and disciplined execution

COMPETENCIES - SKILLS

• Proven senior leadership experience in a complex, B2B service environment

• Strong track record of leading large, distributed teams through growth and transformation

• Demonstrated ability to improve client satisfaction, retention, and operational performance

• Strong cross‑functional leadership and stakeholder management skills

• Comfortable operating at both strategic and execution levels

• Analytical, action‑oriented, and accountable leader

• Proven senior leadership experience in a complex, B2B service environment

EDUCATION AND EXPERIENCE

• Bachelor’s degree required, advanced degree preferred

• Minimum of 20 years of business and leadership experience

• Minimum of 5 years’ experience working in a service industry with extensive experience managing staff in a full service, outsourcing environment providing support at the B2B client level

• Strong relationship management experience with strong proactive transaction execution is a must.

• Proven people leadership experience and the ability to build and manage a team of service professionals.

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• 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

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• 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 client.

Physical Demands:  While performing the duties of this job, the employee must regularly talk and hear.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.