VP, Operations - Asset Management

Job Description:

JOB OVERVIEW

This senior leadership role at Wheels will be charged with building out a world class operation while drawing on legacy practices, setting a strategic vision, leveraging our newfound scale, and mobilizing the organization to execute, perform, and satisfy our clients while transforming and leading the industry.

This position will serve as general manager to lead and direct multiple functions that support the client experience of remarketing vehicles, managing all title related activities along with registration transactions related to client related acquisitions and business transfer functions. This includes the strategic project management of each of these projects, along with the execution of the transactions to support these projects. This leader will own the remarketing, title and client project functions that support this part of the lifecycle experience from end to end. They will be responsible for driving predictable and reliable service delivery to our clients for this segment of the vehicle lifecycle at the appropriate cost structure for the organization. This position will partner with the upstream and downstream boundary partners – including operations, commercial, account management, product, IT, HR, and finance to ensure forecasts are well understood and resource models are adjusted to ensure consistent throughputs and responsiveness to clients and drivers. This leader will own transactional service delivery as well as case management and responsiveness for all the service delivery functions and departments in their scope. This leader will orchestrate and continually optimize the functions in scope using data, customer feedback, operations experience and partnership. This position will work with the Wheels vendor management function, procurement, and directly with vendors and partners to strategically improve relationships, performance and client satisfaction and loyalty.

Partners will include auction providers, transporters, dealers, compliance partners, among others. Through multiple direct reports and a multi-site organization of more than 80 employees, this Senior Leader will provide world-class customer service and ongoing improvement to Wheels clients. This leader will be expected to continually drive efficiencies in the cost structure and performance of their organization. They will recruit, develop and retain the best talent in support of developing the best client experiences in the industry, promoting customer loyalty and contributing to Wheels corporate goals and objectives. This highly visible leadership position will work directly with customers, partner with other senior management to create a vision and set strategies for the company and ensure ongoing growth and opportunity for Wheels and its associates.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Develop and implement strategic direction for departments including Remarketing, Title Management and Client Projects. Ensure strategy is aligned with the company’s overall goals and strategic direction.
• Develop a very clear understanding of the process capabilities for services in their scope. Identify the variations that contribute to performance and throughput in our service delivery models.
• Set and deliver on annual efficiency targets by leveraging offshore partners, process improvements, self-service and tech enablement.
• Develop organizational strategies to drive needed improvements in Responsiveness, Quality and Efficiency, and continually analyze the end-to-end process seeking opportunities to improve client satisfaction.
• While not directly responsible for vendor contracting, this role will work closely with the Procurement lead to develop vendor management service strategies for these areas. This role will participate in supplier business reviews and will partner with suppliers as needed, to drive needed quality and operational improvements.
• Establish and maintain strategic relationships with auctions, transporters, dealers and license and title vendors, and other key vendors in this space. Support contract negotiations based upon contract renewal dates and business priorities. Maintain continual focus on optimizing Wheels income from vendor partnerships by monitoring shifts in volume, change in market share, client utilization, network coverage and competitive pricing.
• Manage escalated performance issues impacting these functional areas. Partner with Wheels departments to ensure appropriate levels of support and responsiveness for our clients. Interact with clients and prospects as a subject matter expert who can articulate the organization’s capabilities and measurable results, as well as the unwavering commitment to excellent service.
• Partner with product and technology to drive enablement and organizational initiatives in alignment with clients’ expectations and improvement of the customer service experience.
• Maintain and foster a highly collaborative culture that exists at Wheels and drive a spirit of accountability, continuous improvement and high quality. Use technology and best practices methodologies to streamline work processes and improve overall quality and productivity. Drive continuous improvement through above departments.
• Identify specific, measurable performance standards that can be monitored and reported effectively to both internal and external stakeholders as appropriate. Contribute to the financial success of the business through effective budget/financial management. Oversee the preparation of monthly, quarterly, and annual department operating reports.
• Track, measure and analyze performance for all departments and develop metrics/analytics that establish the effectiveness of operations.
• Ensure regular communications of status and performance are shared across the enterprise and with our client base as appropriate
• Drive high performance team through effective leadership. Develop employees to optimize contributions and build future leaders. Maintain a positive, productive quality-centric culture that creates awareness and transparency to service failures to generate meaningful and sustainable service improvements. Develop a positive work environment through creative, sustainable programs that encourage employee participation, promote individual growth and development and minimize turnover.
• Stay current on emerging trends and proactively identify new opportunities that have a favorable impact on Wheels and our clients.

LEADERSHIP RESPONSIBILITIES
Number of Direct Reports:

• Varies dependent on department

Number of Indirect Reports:
Budget/PNL Responsibility:

• Monthly, Quarterly, and Annual Operating Budget/Financials

Leadership Responsibilities Strategy:

• Hire, develop and retain staff.
• Right size the organization and provide needed support, tools and guidance for service delivery success
• Drive efficiencies, innovation and optimization in the organization
• Handle client escalations
• Lead the service delivery functions in scope
• Lead the case management and responsiveness efforts for all services in scope
• Optimize and improve functions and services in collaboration with product, client facing, business excellence, IT, and finance.
• Maintain customer satisfaction targets
• Manage expenses according budget targets
• Ensure performance of management team and provide ongoing talent development Leadership team to assist with career growth and development.
• Ensure effective communications between/among the contact centers.

COMPETENCIES - SKILLS

• Understanding of the Remarketing vehicle auction process and/or Title Management processes and requirements.
• Proven people leadership skills and the ability to build and manage and develop a team of professionals. Ability to motivate and drive high performance.
• Demonstrated transformation experience in operations resulting in efficiency and customer loyalty improvements
• Business knowledge of the application of technology in Operations and service delivery for productivity, quality and capability enhancements
• Knowledge of process improvement methodologies with experience in delivering measurable results. Experience with LEAN and Sigma methodologies.
• Strong presentation, articulation, selling and negotiation skills
• Exceptional interpersonal and the ability to influence across the organization
• Strong change management experience, with a demonstrated ability to maintain service excellence during periods of significant operational transition.
• Results focused with an unwavering commitment to clients and employees.
• Proven ability to build strong relationships across business units at the executive, peer and subordinate level.
• Ability to think strategically, multi-task, and develop strategic business plans.
• Strong analytical and process performance analysis skills
• Financial/budget management skills.
• Outstanding interpersonal and communications skills.
• Responsible for service delivery functions that operate every day of the year, including holidays. Therefore, may be required to be physically present at a business location any day of the week to ensure continual operations and to handle emergencies.
• Valid passport required.

EDUCATION AND EXPERIENCE

• BA or BS degree required preferably in Operations management. Advanced degree a plus.
• Minimum 20 years of business-to-business experience
• Minimum of 15 years in service delivery/operations management
• Minimum of 15 years of leadership experience and in progressively responsible positions.
• Experience within the vehicle sales process (auction or dealer) a plus

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, 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.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is in Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday thru Friday.
Travel: Some Travel Required, Including International.
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time.

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.

Our Benefits

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.

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 or domestic partnership status, disability, protected veteran status or 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.