AVP, Driver Contact Center

The Assistant Vice President, Driver Contact Center is accountable for the enterprise Driver Services strategy, operating model, service standards, financial performance, and continued evolution of driver-facing service delivery. This leader provides strategic and operational leadership for a large, multi-location organization supporting Wheels clients and drivers across North America.

The AVP brings together service centers, teams, workflows, and partners as one cohesive organization. With a deep understanding of the Wheels product lifecycle and end-to-end driver journey, from onboarding and everyday use through service events, issue resolution, renewal, and offboarding, the leader uses client, driver, and employee insights and operational data to simplify interactions and improve outcomes.

Through senior managers and managers, the AVP builds leadership capability, establishes best practices, and ensures disciplined change management and adoption across a complex, visible, and evolving organization. This role leads approximately 150 employees, with scope up to 250, while sustaining service continuity and an inclusive, accountable culture.

The AVP aligns demand, capacity, workforce plans, processes, systems, budgets, and partner performance with business priorities and service commitments. The role is accountable for transactional service delivery and case-management performance, with results measured through responsiveness, quality, first-contact resolution, service recovery, productivity, cost-to-serve, and customer loyalty.

The AVP shapes the Driver Services roadmap and connects product and technology decisions to their impact on drivers. Working across Product, Information Technology, Operations, Human Resources, Commercial, Account Management, Finance, Procurement, Vendor Management, and client stakeholders, the role champions improvements that increase digital adoption, reduce avoidable contacts and friction, improve efficiency, and support client retention and growth.

·       Set and execute the enterprise Driver Services strategy, priorities, operating model, service standards, and performance expectations.

·       Lead, coach, and develop senior managers and managers responsible for approximately 150 to 250 employees across multiple locations; strengthen succession, engagement, accountability, and inclusion.

·       Lead organizational change and adoption, establishing best practices and ensuring new processes, tools, and service models are embedded and sustained.

·       Integrate service centers, functions, workflows, and service partners into a cohesive organization with clear roles, standardized processes, effective controls, and scalable service models.

·       Deliver service and case-management outcomes across responsiveness, quality, first-contact resolution, service recovery, escalation management, customer loyalty, and continuity of service.

·       Continuously improve the end-to-end driver journey by using client, driver, and employee insights to reduce friction and avoidable contacts, increase digital adoption, and produce measurable experience gains.

·       Establish goals and scorecards for service, quality, customer and driver experience, workforce productivity, capacity, employee engagement, cost-to-serve, digital adoption, and financial performance; hold teams and partners accountable for results.

·       Own the Driver Services operating budget and workforce plan; align forecasts, staffing, resources, and investments with business priorities and service commitments.

·       Define business requirements and priorities for systems, data, analytics, automation, AI-enabled capabilities, and self-service; influence shared Product and Information Technology roadmaps.

·       Sponsor complex, multi-year transformation programs with accountability for realization of measurable benefits. Ensure effective governance, risk management, stakeholder alignment, and adoption to deliver and sustain those benefits.

·       Partner with Commercial, Account Management, and client stakeholders to translate service insights into retention, growth, executive relationship, and differentiated-solution strategies.

·       Build strong cross-functional partnerships across Product, Information Technology, Operations, Commercial, Account Management, Finance, Human Resources, Procurement, and Vendor Management to align roadmaps, investments, controls, and commitments.

·       Ensure internal teams and external service partners meet expectations for performance, operational resilience, regulatory and policy compliance, effective controls, and continuity of business-critical driver support.

·       *Budget / PNL: Accountable for the Driver Services operating budget, workforce productivity, cost-to-serve, and financial outcomes

·       Geographic Scope: Illinois-based role leading site-based teams in Illinois, Alpharetta, and Toronto, as well as geographically dispersed frontline teams across North America

·       Service Continuity: Accountable for internal and external service delivery, partner performance, escalations, and continuity of business-critical support

·       Leadership Expectations: Sustain service excellence while transforming the organization by creating clarity, aligning stakeholders, and allocating resources effectively. Inspire and develop leaders and teams to deliver in a complex, changing environment.

·       Enterprise leadership that connects customer experience strategy, service operations, and the end-to-end driver journey

·       Demonstrated ability to lead transformation and disciplined change management while sustaining service excellence

·       Operational leadership focused on quality, efficiency, scalability, risk management, and measurable outcomes

·       Executive presence and advanced presentation, influence, negotiation, and decision-making skills

·       Ability to build trusted relationships with clients, executives, peers, partners, and teams

·       Strong analytical and financial capability, including performance management, capacity planning, forecasting, and data-informed decision-making

·       Knowledge of customer experience technology, digital channels, data and analytics, automation, AI-enabled capabilities, and process improvement

·       Ability to align diverse stakeholders, secure resources, resolve conflict, and drive shared outcomes in a matrixed organization

·       Strong client advocacy and service orientation balanced with financial, risk, and operational discipline

·       Exceptional written, verbal, and interpersonal communication skills

·       Bachelor’s degree in business administration, operations management, supply chain management, organizational leadership, or a related field.

·       Twelve (12+) plus years of progressive leadership experience in customer service, contact center, service operations, or a related environment with substantial client and customer interaction.

·       Five (5+) plus years in leadership roles at the Director level or above, including direct leadership of managers or senior managers and accountability for a complex, multi-site organization of 100 or more employees.

·       Experience leading multiple enterprise-scale transformations, organizational integrations, or service-operation consolidations. This experience must include documented improvements in customer experience, service quality, productivity, cost, or digital adoption.

·       Experience leading multiple enterprise-scale transformations, organizational integrations, or service-operation consolidations with documented improvements in customer experience, service quality, productivity, cost, or digital adoption.

·       Experience sponsoring or implementing customer experience technology, data and analytics, automation, AI-enabled capabilities, or self-service solutions with measurable adoption and business outcomes.

·       Financial accountability for an operating budget and workforce plan, including forecasting, business-case development, productivity management, cost-to-serve improvement, and benefit realization.

·       Experience establishing enterprise goals and scorecards and presenting results, risks, investment recommendations, and corrective actions to executive stakeholders.

·       Proven ability to lead external partners in a matrixed environment.

·       Advanced degree in business, operations, organizational leadership, or a related field preferred.

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.

At Wheels, leaders are expected to model and champion our cultural attributes through their actions:

·       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.

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.