Jobs in Schaumburg, IL

About the role

This role owns client engagement, retention, satisfaction, service execution, issue resolution, and portfolio performance across all three segments while building a strategy to automate and scale the delivery model. The Director will establish consistent operating cadences, client success measures, service expectations, and escalation paths while partnering across Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to ensure Wheels delivers a value-based client and driver experience as these segments grow. This position is in Georgia or Illinois and operates in a professional office environment however remote candidates will be considered.

What you'll bring

• Demonstrated ability to use data, dashboards, client feedback, and operational metrics to identify risk, prioritize action, and improve outcomes.
• Strong process improvement mindset with experience driving automation, standardization, workflow redesign, self-service adoption, and operational efficiency.
• Ability to operate effectively in ambiguity and build structure across evolving business segments, new offerings, and changing client needs.
• Excellent verbal and written communication skills, including presentation, facilitation, negotiation, and executive-level storytelling.
• Strong people leadership skills with the ability to mentor, coach, develop, and motivate individuals and teams.
• Ability to manage competing priorities and continue to execute toward key deliverables.
• Ownership mindset with accountability for internal and external outcomes, client experience, and enterprise growth objectives.
• Bachelor’s degree in business, Marketing, Finance, Operations, or a related field required.
• At least ten years of progressive client management, customer success, strategic account management, commercial leadership, or related business experience required.
• At least five years of relevant people leader experience required
• Demonstrated experience building or improving operating cadences, service delivery models, workflow automation, self-service capabilities, client playbooks, or KPI reporting.
• Prior knowledge of Salesforce or other CRM platforms and Microsoft Office Suite (Word, Excel, PowerPoint) required