Sr Director, Registration Renewals, Tolls and Violations

Job Description:

• 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