Overview
The Senior Director serves as the enterprise-wide process owner for Registration Renewals, Tolls, and Violations, overseeing multiple operational departments across onshore/offshore teams and vendor partners. This highly visible role drives strategic vision, operational excellence, and innovation in processes, technology, and people. The position ensures world-class customer service, vendor performance, and compliance while managing large-scale operations and financial accountability.
Job Description
The Senior Director, Registration Renewals, Tolls and Violations serves as the enterprise-wide process owner for Registration Renewals, Tolls, and Violations. The leader will oversee multiple operational departments across onshore and offshore teams, as well as key vendor partners. The role includes end-to-end accountability for process performance, supply-chain execution, vendor quality, and operational outcomes.
Through multiple direct reports, this leader ensures world-class customer service and deep subject-matter expertise while cultivating high-performing vendor relationships that contribute to Wheels’ strategic goals. This highly visible role partners closely with senior leadership to define the vision, set long-term strategy, and drive innovation in processes, people, and technology.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
Strategy & Continuous Improvement Leadership:
Develop and implement the strategic direction for Registration Renewals, Tolls, and Violations, ensuring alignment with the company’s goals and broader In-Life Services strategy.
Drive organizational strategies that improve responsiveness, quality, and efficiency, continually analyzing end-to-end workflows to enhance client satisfaction and reduce operational friction.
Lead technology, automation, and Business Excellence initiatives that support exceptional customer experience and operational scalability.
Stay current on industry trends, regulatory changes, and emerging technologies to proactively identify opportunities that benefit Wheels and its clients.
Financial Management:
Own budget creation and management across four cost centers.
Build and deliver annual business plans, investment cases, and performance-correction plans for Executive Leadership.
Oversee product-line profitability for Renewals, Tolls, and Violations services .
Ensure accurate processing, reconciliation, and oversight of over 1 million annual client-billing and accounts-payable transactions.
Performance Management & Data-Driven Decision Making:
Define measurable performance standards and ensure reliable reporting for internal and external stakeholders.
Produce monthly, quarterly, and annual operating reports that reflect financial and operational health.
Develop performance dashboards, KPIs, and analytics that assess operational effectiveness across all departments.
Lead and resolve escalated performance issues; partner cross-functionally to ensure consistent support and responsiveness.
Identify, assess, and mitigate operational risk, including dependencies with Driver Services, Client Services, and other support departments.
Vendor Management and Client Engagement:
Collaborate closely with Procurement and Vendor Management to shape service strategies and participate in supplier business reviews.
Support contract negotiations and ensure that vendor partnerships optimize pricing, coverage, quality, and Wheels’ income opportunities.
Build and maintain relationships with external stakeholders including jurisdictions (DMVs), AAMVA, and national vendor networks .
Engage with clients and prospects as a subject-matter expert, presenting Wheels’ capabilities, value proposition, and measurable outcomes.
Leadership and Team Development
Drive a high-performance culture through effective leadership, coaching, and accountability.
Develop talent pipelines and future leaders by fostering growth, empowerment, and cross-functional collaboration.
Build a quality-centric culture rooted in transparency, continuous improvement, and data-driven decision making.
Utilize technology and best-practice methodologies to streamline processes and improve quality, productivity, and employee experience.
Hire, develop, and retain staff across both onshore and offshore teams.
LEADERSHIP RESPONSIBILITIES
Number of Direct Reports: 2
Number of Indirect Reports: 90
Budget/PNL Responsibility: Yes
Leadership Responsibilities Strategy
Hire, develop and retain staff.
COMPETENCIES - SKILLS
Proven people-leadership skills with the ability to build, motivate, and manage teams.
Experience managing supply chains and vendor performance.
Strong knowledge of process-improvement methodologies (LEAN, Six Sigma) with demonstrated measurable results.
Expertise in risk management and contingency planning.
Strong executive presence, presentation skills, and client-facing experience.
Excellent interpersonal and influencing skills across all organizational levels.
Change-management experience with the ability to maintain service stability during large-scale transitions.
Strong project and program leadership, including planning, execution, and performance monitoring.
Results-oriented mindset with a commitment to client satisfaction and operational excellence.
Strong analytical, financial, and budget-management capability.
Ability to think strategically, multitask, and develop long-term business plans.
Domestic and international travel required (less than 10%); valid passport required.
EDUCATION AND EXPERIENCE
BA or BS degree required preferably in Operations management.
Advanced degree a plus.
Minimum 15 years of business-to-business experience and driving process/systems improvements.
Minimum of 10 years Fleet management experience recommended
Minimum of 10 years of leadership experience and in progressively responsible positions.
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This position is in Schaumburg, Illinois and operates in a professional office environment
Positions Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: Occasional travel (less than 10%) is expected for this position.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear and use hands and fingers to operate call center tools.
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.
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:
$139,700-$195,600The 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.