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 s