AVP, Driver Contact Center

Wheels, Inc. • Schaumburg, IL

1d • $157,100 - $219,900 • Onsite

About The Position

The Assistant Vice President, Driver Contact Center leads Wheels’ enterprise Driver Services strategy, operating model, service standards, financial performance, and ongoing development of driver-facing service delivery. The role provides strategic and operational leadership for a large, multi-location organization supporting Wheels clients and drivers across North America, bringing service centers, teams, workflows, and partners together as one cohesive organization. The AVP applies knowledge of the Wheels product lifecycle and end-to-end driver journey, using client, driver, employee, and operational insights to simplify interactions and improve outcomes.

Through senior managers and managers, the AVP develops leadership capability, establishes best practices, and leads disciplined change management and adoption. The position leads approximately 150 employees, with scope up to 250, and is accountable for service continuity and an inclusive, accountable culture. It aligns demand, capacity, workforce plans, processes, systems, budgets, and partner performance with business priorities and service commitments. Performance is 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 with cross-functional teams and client stakeholders, the role champions improvements that increase digital adoption, reduce avoidable contacts and friction, improve efficiency, and support client retention and growth. This is an Illinois-based, full-time role supporting site-based teams in Illinois, Alpharetta, and Toronto, as well as dispersed frontline teams across North America. The professional office role is scheduled Monday through Friday, may require availability outside standard business hours for escalations, emergencies, and continuity of service, and involves travel up to 20%. The position pays a base salary of $157,100–$219,900 and is eligible for an annual incentive plan based on company and individual performance.

Requirements

• Bachelor’s degree in business administration, operations management, supply chain management, organizational leadership, or a related field.
• At least 12 years of progressive leadership experience in customer service, contact center, service operations, or a related environment with substantial client and customer interaction.
• At least five years in leadership roles at 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, 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.
• Enterprise leadership connecting 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.
• Ability to perform typical office-based activities, including sitting, standing, walking, reaching, and using standard office equipment.
• Availability outside standard business hours may be required to support escalations, emergencies, and service continuity.

Nice To Haves

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

Responsibilities

• Set and execute the enterprise Driver Services strategy, priorities, operating model, service standards, and performance expectations.
• Lead, coach, and develop senior managers and managers overseeing 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.
• Improve the end-to-end driver journey using client, driver, and employee insights to reduce friction and avoidable contacts, increase digital adoption, and achieve 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.
• Own the Driver Services operating budget and workforce plan, aligning 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 and deliver measurable benefits through effective governance, risk management, stakeholder alignment, and adoption.
• Partner with Commercial, Account Management, and client stakeholders to turn service insights into retention, growth, executive relationship, and differentiated-solution strategies.
• Build 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.
• Present results, risks, investment recommendations, and corrective actions to executive stakeholders.
• Support teams, clients, partners, and transformation initiatives through travel of up to 20%.

Benefits

• Robust benefits package described as market-leading and competitive, intended to support employees and their families.
• Annual incentive plan based on company performance and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive