Job Description:

JOB OVERVIEW

The Senior Manager, Emergency Roadside and Collision Towing will provide full ownership, results accountability, coordination, and communication for Emergency Roadside Services across all Wheels. This role serves as a strategic leader, ensuring seamless service delivery, optimizing vendor performance, and enhancing the overall client and driver experience.

Strategic Ownership for Emergency Roadside Services

Act as the strategic and operational leader and subject matter expert for all aspects of Emergency Roadside Services.Drive continuous improvements, service innovations, and strategic initiatives to enhance service quality and operational efficiency.Serve as an industry expert in Emergency Roadside and Collision Towing services, continually developing and enhancing the service capabilities to align with market trends and client needs.

Analytical Decision-Making

Own and define service delivery metrics to ensure Wheels consistently meets or exceeds client and driver expectations.Oversee intake, dispatch, time to arrival, time to resolution, and time to final destination, leveraging data to drive informed decision-making.

Vendor Management

Lead Procurement RFPs, vendor SLAs, data analytics, and product scope definitions.Manage key vendor relationships to ensure optimal service performance, compliance, and continuous improvement.

Cross-Functional Collaboration

Serve as the primary liaison and leader for Emergency and Collision Roadside Services across multiple departments, including WMA, Procurement, Vendor Management, Driver Services, MAP, Accounts Payable, Accounts Receivable, and Technology.Partner with Product and all involved teams to define and document all related Standard Operating Procedures (SOPs).

Client-Facing Leadership

Lead client presentations, analysis, and action planning, ensuring transparency and accountability in service performance.Respond to Salesforce, email, and other escalations, driving swift resolution and client satisfaction.Provide client teams with real-time analytics, insights, and strategic recommendations.

Service & Vendor Oversight

Oversee key third-party service providers, including but not limited to:Emergency Roadside Services (Urgently, Honk, Gerber, Roadside Protect, Goodyear HQ, ITC)Glass Repair & Replacement (Safelite and regional Canadian suppliers)Act as the primary liaison with Procurement for national account vendor management and relationships.Leadership & Team ManagementLead and develop a high-performing team, including 1 supervisor and 8 associates.Oversee an external outsourcing team of approximately 120 associates, ensuring alignment with Wheels' service standards and business objectives.Coordinate across MAP, Driver Services, WFM, and all involved teams to ensure end-to-end service excellence.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

Strategic Leadership: Serve as the strategic and operational leader for Emergency Roadside Services, including Emergency Roadside and Collision Towing, driving continuous improvements, service innovations, and strategic initiatives to enhance service quality and operational efficiency.KPI Establishment & Performance Management: Establish key performance indicators (KPIs), procedures, and reporting systems for all third-party MAP providers. Lead monthly business reviews and performance evaluations, ensuring continuous service quality and improvement from vendors.Change Management & Training: Lead change management initiatives, including providing training and continual feedback to third-party providers to ensure compliance with established processes and quality standards.Performance Reviews & Employee Development: Create and facilitate semiannual performance appraisals, goal planning, and yearly salary meetings. Follow up with any necessary meetings to ensure team and individual growth.Scheduling & Resource Management: Ensure that all scheduling for the Contact Center is based on historical call arrival patterns. Oversee real-time floor management processes, ensuring smooth daily operations and adherence to service standards.Client Relationship Management: Serve as the primary resource for third-party floor support, ensuring that company policies and proper file handling techniques are followed. Address all client complaints within appropriate timelines, ensuring high levels of client satisfaction.Cross-Departmental Coordination: Coordinate across MAP, Driver Services, WFM, and all involved teams to ensure seamless, end-to-end service delivery. Partner with product teams to define and document Standard Operating Procedures (SOPs) for processes involving Emergency Roadside and Collision Towing services.Client-Facing Presentations & Reporting: Lead client-facing presentations, provide detailed analysis, and drive action plans based on data and service performance. Respond to escalations via Salesforce, email, or other channels, providing swift resolutions.Vendor & Service Oversight: Oversee key third-party service providers for Emergency Roadside and Collision Towing services (Urgently, Honk, Gerber, Roadside Protect, Goodyear HQ, ITC) and glass repair/replacement services. Act as the liaison for national account vendor management with Procurement.Quality and Productivity Standards: Ensure quality and productivity standards are met for all Mechanical and Switchboard associates, establishing clear goals and monitoring performance. Regularly evaluate and implement training to improve associate productivity and service quality.Coaching & Mentorship: Coach and mentor contact center personnel to improve productivity and elevate service quality, fostering a culture of continuous improvement and customer-centricity.Client Support & Resolution: Collaborate with Client Relations teams to resolve client issues and inquiries promptly, ensuring complete client satisfaction.Departmental Efficiency: Organize and facilitate regular department meetings, aligning teams around business objectives and ensuring overall departmental efficiency.

LEADERSHIP RESPONSIBILITIES

Number of Direct Reports: 1

Number of Indirect Reports: 9

Budget/PNL Responsibility

Leadership Responsibilities Strategy

Performance Management: Ensure team performance aligns with organizational goals by regularly reviewing KPIs and holding team members accountable for results. Provide consistent feedback, set clear expectations, and recognize achievements to maintain motivation and high performance across teams.Continual Improvement: Drive a culture of continual improvement, ensuring that all aspects of service delivery are refined and optimized over time. Clearly define improvement roadmaps, set realistic timelines, and outline expected results. Identify opportunities for process enhancements, implement best practices, and encourage innovation to achieve industry-leading results.Conflict Resolution and Decision-Making: Address any team-related conflicts or client escalations in a timely and constructive manner, ensuring alignment with company policies and promoting a positive work environment. Use data-driven decision-making to solve problems and drive continuous improvement in all aspects of service delivery.Building and Maintaining Relationships: Establish and nurture strong relationships with internal teams (MAP, Driver Services, WFM, Vendor Management, Procurement, Technology) as well as external partners (third-party providers, clients). Act as the key liaison between cross-functional teams and ensure effective communication to drive collaboration and alignment on goals and expectations.Managing Effective Teams and Work Groups: Lead, manage, and motivate a diverse team, ensuring clear roles and responsibilities, team cohesion, and alignment with business goals. Oversee daily operations, ensuring the team adheres to established processes and service standards while maintaining high levels of productivity and quality.Valuing Diversity and Difference: Create an inclusive and respectful environment that values diverse perspectives, backgrounds, and experiences. Emphasize the importance of diversity in team dynamics and decision-making, fostering a culture that encourages innovation and collaboration from all team members.Coaching and Mentoring: Provide coaching and mentorship to direct reports, especially within the Contact Center and vendor teams, to improve performance, increase efficiency, and elevate service quality. Identify opportunities for skill development and growth to maximize team potential.Promoting a Collaborative Work Environment: Encourage teamwork and collaboration across departments to ensure seamless service delivery. Facilitate communication and problem-solving across teams to meet client and service delivery expectations while ensuring operational efficiency.Developing Others: Lead and mentor a high-performing team, providing guidance and development opportunities to enhance individual and team skills. This includes conducting performance appraisals, setting goal plans, and offering continuous feedback to foster growth and improve overall service delivery.

COMPETENCIES - SKILLS

Strategic Thinking and Vision: Ability to define a clear strategy for the future, aligning team goals with company objectives, and identifying opportunities for growth and improvement. Proactively anticipates industry trends and develops plans to stay ahead of the competition.Performance Management and Accountability: Ability to establish clear performance expectations, monitor team performance, and provide constructive feedback. Ensures that team members are held accountable for results while maintaining a culture of continuous improvement.Client-Focused Service Delivery: Deep understanding of client needs and expectations, with a focus on consistently exceeding those expectations. Skilled in managing client relationships, resolving issues promptly, and providing superior service delivery through internal and external collaboration.Operational Excellence: Strong understanding of operational processes and systems, with a focus on delivering industry-leading service and results. Ability to establish, monitor, and adjust KPIs and timelines to ensure operational efficiency and service quality.Vendor and Stakeholder Management: Expertise in managing relationships with third-party vendors, internal stakeholders, and external partners. Skilled in vendor negotiations, managing service level agreements (SLAs), and driving collaborative efforts across teams to meet service objectives.Communication and Presentation Skills: Excellent communication skills, with the ability to clearly articulate ideas, goals, and performance expectations to various stakeholders. Ability to deliver client-level presentations and provide insightful analysis, action plans, and updates.Problem Solving and Decision Making: Strong analytical skills to assess complex situations, identify root causes, and implement effective solutions. Data-driven decision-maker focused on driving improvements and solving operational challenges in a timely and efficient manner.Collaboration and Team Building: Proven ability to build, manage, and motivate teams. Fosters a collaborative environment, encouraging diverse perspectives and innovative problem-solving across departments, vendors, and client-facing teams.Change Management: Expertise in driving change across teams and processes, ensuring smooth transitions and successful implementation of new initiatives. Focus on leading teams through change while maintaining operational stability and employee engagement.Continuous Improvement and Innovation: Strong commitment to identifying opportunities for improvement and implementing best practices across all aspects of service delivery. Ability to define clear roadmaps, timelines, and expected outcomes to drive continual enhancements in performance and results.Leadership and Mentoring: Ability to inspire and develop teams, coaching individuals to reach their full potential. Skilled in providing regular feedback, conducting performance appraisals, and supporting career development to enhance individual and team growth.

EDUCATION AND EXPERIENCE

Education:

Bachelor's Degree preferred.

Technical Degree or college education in a relevant field preferred.

ASE Certifications are a plus and highly beneficial for understanding technical service delivery.

Industry Expertise:

Demonstrated expertise in leading service delivery for Emergency Roadside Services and Collision Towing, or in a relevant industry.

Ability to quickly become a subject matter expert at Wheels, leveraging past experience and knowledge to lead service operations.

Call Center Management:

Minimum five years of experience in call center management, focusing on key areas such as call center metrics, scheduling, and quality control.

Ability to oversee call center operations with a focus on performance metrics and operational efficiency.

Hands-On Mechanical Experience:

Five years of hands-on mechanical experience is a plus, providing a foundational understanding of roadside assistance and collision services.

Practical experience is beneficial for effective decision-making and problem-solving in-service delivery.

Analytical and Negotiation Skills:

Strong analytical skills to assess data, identify issues, and implement actionable solutions for service improvement.

Demonstrated negotiation skills to effectively work with vendors, clients, and internal stakeholders to drive results.

Customer Service and Communication Skills:

Excellent customer service skills, with a focus on understanding client needs and delivering top-notch service.

Strong verbal and written communication skills, with the ability to articulate complex service delivery concepts, policies, and procedures clearly to both internal teams and external clients.

Independence and Initiative:

Ability to work with minimal supervision, taking ownership of key responsibilities and driving initiatives forward with little oversight.

Proactive in identifying areas for improvement and executing solutions.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  This position is in the Schaumburg Illinois or Alpharetta Georgia offices and operates in a professional office environment.

Positions Type/Standard Schedule:  This is a Full-time position, Monday through Friday.

Hybrid Schedule: 3 days onsite/2 days at home. But please expect to onsite for the first 4 to 8 weeks.

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. Reach above head to pull paper attachments.

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:

$93,800-$131,300

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.