Client Services Director: Strategy, Leadership & Excellence

Wheels, LLC; Schaumburg (IL); On-site; USD 107,000 - 150,000; Full time

Job summary

Wheels, LLC in Illinois is seeking a Director of Client Services to lead the account management function and drive customer service excellence. You will manage and develop the Managers who lead the account teams and align all departments to the service vision, delivering fleet-management support to customers.

The role requires a track record of 10+ years in client services or outsourced operations, 7+ years in leadership, and strong data-driven decision making.

Qualifications

• Bachelor’s degree required; advanced degree or leadership development experience is a plus.
• 10+ years of progressive business experience in client services, account management, or outsourced operations.
• 7+ years of leadership experience, including leading leaders and developing high-performing, client-facing teams.
• Proven experience operating in a B2B environment with focus on retention, service excellence, and operational delivery.
• Strong data-driven decision making with ownership of KPIs, metrics, and continuous improvement initiatives.
• Cross-functional collaboration across Operations, Client Management, Product, and other stakeholders.

Responsibilities

• Lead market-backed evaluation and development of client services models.
• Partner with Account Management to ensure appropriate levels of client support and responsiveness.
• Interact with clients as a subject matter expert and handle escalated issues.
• Oversee onboarding of new clients and coordination with other departments for world-class service.
• Drive alignment with client expectations and overall improvement of the customer service experience.
• Lead recruitment, staff development, coaching, and capacity planning.

Education

Bachelor’s degree required; advanced degree or leadership development experience is a plus

Job description

Wheels, LLC in Illinois is seeking a Director of Client Services to lead the account management function and drive customer service excellence. You will manage and develop the Managers who lead the account teams and align all departments to the service vision, delivering fleet-management support to customers.

The role requires a track record of 10+ years in client services or outsourced operations, 7+ years in leadership, and strong data-driven decision making.