Hybrid Program Specialist - Strategic Programs bei Wheels

Job Description:

JOB OVERVIEW

The Strategic Program Specialist II is a hybrid role with ownership responsibilities combining client service, operational execution, and program coordination. The position supports strategic accounts by managing expectations, maintaining service levels, and driving operational excellence throughout the vehicle lifecycle.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Client Relationship & Account Management
  • Act as primary tactical liaison for assigned strategic accounts
  • Manage client onboarding, activation, contracts, and setup
  • Coordinate resources to meet client-specific requirements and SLAs
  • Prepare and deliver business reviews with performance metrics and recommendations
  • Maintain client/vehicle data using platforms like ePlan, Salesforce, and Fleetview

• Operational Execution
  • Ensure tasks meet client and company SLAs
  • Investigate and resolve escalations; prevent future risks
  • Coordinate timely responses with internal teams
  • Follow up proactively with stakeholders
  • Participate in internal, vendor, and client meetings
  • Analyze and generate customized client reports
  • Oversee communications for cost control and policy adherence
  • Manage vehicle lifecycle: ordering, transport, end-of-life processes
  • Approve repairs and rentals within client guidelines
  • Monitor inventory and manage logistics
  • Track and communicate client vehicle lifecycle milestone autonomously

• Program Coordination & Process Improvement
  • Collaborate to resolve client issues and enhance service delivery
  • Drive process improvements for efficiency and satisfaction
  • Provide performance reporting to strategic accounts
  • Support risk mitigation through structured processes
  • Cross-train and support team continuity
  • Serve as informal resource or peer mentor for Program Specialist I team members as needed
  • Assist with client-owned/leased vehicle inquiries and reporting
  • Complete relevant training and contribute to team learning
  • Provide coverage during absences or peak workloads
  • Perform other duties as needed

LEADERSHIP RESPONSIBILITIES

• While this is primarily an individual contributor role, opportunities exist for leading cross-functional projects and mentoring. Initiative in professional development and process innovation is encouraged.

COMPETENCIES - SKILLS

• Strong communication and partnership-building skills

• Analytical mindset for strategic data interpretation

• Comfortable presenting updates in client-facing meetings

• Proficiency in MS Office (advanced Excel preferred-INDEX/MATCH, error checks)

• Familiarity with CRM/client management tools

• Ability to juggle priorities in a dynamic environment

• Self-driven and collaborative work style

• Project management capability

• Relationship building, tech proficiency, and time management

• Adaptability, accountability, and solution-focused approach

EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred; high school diploma required

• 2–4+ years in customer service/account management/operations

• Fleet operations or leasing experience strongly preferred

• 2+ years of office experience

• Confident in navigating Salesforce and generating filtered data views

• Excellent written, verbal, and problem-solving skills

• Ability to work in deadline-driven environments

• Flexible to evolving client needs and processes and familiarity with maintaining SLAs and resolving client-specific issues

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  Professional office setting (Alpharetta, Schaumburg, or Remote)

Positions Type/Standard Schedule:  This is a full-time position, typically Monday thru Friday, with occasional evening/weekend work based on client needs

Travel:  Travel is not expected for this position, but may be in scope for special projects.

Physical Demands:  Physical activity includes sitting, standing, walking, and using office 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.

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:

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.