AVP, Maintenance Services

Job Description: JOB OVERVIEW The AVP, Maintenance Services is responsible for leading the enterprise Maintenance organization to ensure the delivery of exceptional maintenance services and solutions to Wheels clients. This role provides strategic and operational leadership across all Maintenance functions, including MAP Repair & Maintenance operations (Core), Specialized Truck and Equipment services (Armada), and MAP Service Assurance (MAP response). This position is accountable for the multiple maintenance teams and capabilities into one cohesive, high‑performing organization, establishing service standards and performance measures that deliver consistent, high‑quality outcomes for Wheels clients at scale. This role ensures Maintenance delivers exceptional service, strong financial performance, client value, and continuous improvement while supporting Wheels’ growth, client retention, and operational excellence objectives. 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. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS • Effectively lead and manage all Maintenance service organizations to deliver exceptional service to clients, ensuring consistency in responsiveness, quality, and outcomes across Repair & Maintenance, Truck & Equipment, and Service Assurance. • Lead senior maintenance leaders in developing, implementing, and sustaining standardized processes, service models, and performance measures across multiple teams and locations. • Work closely with clients and internal partners to understand maintenance service needs and develop best‑in‑class processes and practices that enhance the client experience. • Develop and implement organizational structures, role clarity, and operating standards that support a cohesive, scalable Maintenance organization. • Analyze current maintenance operations, infrastructure, workflows, and service models; develop and execute strategic plans to integrate and optimize maintenance capabilities into a unified organization. • Monitor service quality and financial performance to ensure client satisfaction, employee engagement, cost effectiveness, and contribution to Wheels’ financial objectives. • Oversee the evolution of maintenance systems, tools, analytics, and automation to improve efficiency, accuracy, and service outcomes. • Partner with Procurement, Vendor Management, Product, Technology, and Finance to ensure maintenance strategies, vendor performance, and investments align with business priorities. • Ensure proactive management of escalations, service recovery, and performance issues that impact client satisfaction and Wheels’ reputation. LEADERSHIP RESPONSIBILITIES Number of Direct Reports: 3 Number of Indirect Reports: 236 Budget/PNL Responsibility: Maintenance Service Performance and Financial Outcomes Leadership Responsibilities Strategy • Ability to motivate, develop, and lead senior leaders and large teams in a changing and complex business environment. COMPETENCIES - SKILLS • Ability to develop enterprise business strategies and lead execution across complex service organizations • Strong presentation, articulation, selling and negotiation skills • Strong change management experience, with a demonstrated ability to maintain service excellence during periods of significant operational transition. • Results focused on 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, it may be required to be physically present at a business location any day of the week to ensure continual operations and to handle emergencies. • Strong operational leadership with a focus on service quality, efficiency, and scalability • Comfort with technology, data, and process improvement systems • Exceptional interpersonal and communication skills to influence across functions and leadership levels • Proven ability to negotiate resources, align stakeholders, and drive shared outcomes • Strong client advocacy and service mindset, balanced with financial and operational discipline EDUCATION AND EXPERIENCE • BA or BS degree required preferably in Operations management or Business. Advanced degree a plus. • 15+ years of experience in operations with some experience in maintenance, fleet or service environments with significant client interaction • 15+ years of progressive leadership experience, including managing leaders and large teams • Minimum 10 years of Business-to-Business experience • Certified in Lean Six Sigma methodologies preferred • Demonstrated success leading organizational integration, process improvement, or service transformation initiatives • Experience driving results through systems, data, and operational excellence programs • Strong background in operational strategy and execution. • Experience driving digital transformation • Strong analytical, financial, and stakeholder management skills 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: Professional office environment in Illinois Positions Type/Standard Schedule: Full‑time, Monday through Friday Travel: As required, estimated 25% Physical Demands: Typical office‑based physical activity requirements 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: $172,700-$241,800 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.