VP, Client Services

Overview 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 shaping how Wheels delivers value to clients across the full lifecycle. The VP 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 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 is measured by client outcomes, including Net Promoter Score, retention, service performance, and employee engagement. The VP is expected to drive a culture of accountability, continuous improvement, and client‑first decision making. Key Responsibilities 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. Translate client feedback and performance insights 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. Competencies & Qualifications 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. Education & Experience Bachelor’s degree required, advanced degree preferred. Minimum of 20 years of business and leadership experience, and at least 5 years in a service industry managing staff in a full‑service, outsourcing environment providing B2B client support. Strong relationship management experience with proactive transaction execution. Proven people leadership experience and the ability to build and manage a team of service professionals. Job Specifications & Physical Demands Work Environment: Georgia or Illinois; professional office environment. Schedule: Full‑time, Monday through Friday. Travel: Occasional travel (less than 10%) to visit clients. Physical Demands: Must regularly talk and hear. Benefits & Compensation Pay Range: $209,000–$292,500. Eligible to participate in an annual incentive plan based on company performance and individual performance. EEO Statement Wheels is a Drug‑Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels is 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, domestic partnership status, disability, protected veteran status, military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans. #J-18808-Ljbffr Wheels, Inc