Account Performance Specialist

Reports to: Director, Operations Service Center 

The OSC needs a dedicated Account Performance Specialists for specific customers. This role sits alongside our three OSC functional teams (Repairs, PM, and Emergency Roadside Service) and report directly to the Director of the OSC. 

Think of this as the account's problem-solver. Where the functional team’s own throughput in their lane, this role owns the outcome at the site level: finding the sites that are falling short of PM compliance and usefulness targets, digging into why, and driving the fix. 

• Work order hygiene. Keep WOs accurate, current, and correctly closed. Identify the patterns behind bad data and address the root cause, not just the symptom. 

• Unblocking coordinators. Be the first call when a coordinator is stuck — an escalation that isn't moving, a vendor that won't respond, a site that isn't cooperating. Clear the obstacle so they can keep working. 

• KPI recovery at underperforming sites. Monitor PM compliance and usefulness by site. Where a site is below target, own the diagnosis, the action plan, and the follow-through until performance recovers. 

• Fleet Manager partnership. Work directly with the customer's Fleet Managers on scheduling, unit availability, and site-level issues. 

• Vendor management collaboration. Partner with VM team on vendor performance issues affecting your account. 

Comfort with ambiguity and a bias toward action. This is not a queue-based role — you'll be diagnosing problems that don't come with a ticket attached, working across teams without direct authority, and building relationships with both the customer and our vendor network. Strong data instincts help; you should be able to look at KPI reporting and know where to start digging.