Dir, Customer Operations & Retention NAR

Volkswagen Financial Services, a wholly-owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End-of-Term vehicle disposition.

This position is Career Level 31L based in Reston, VA or Libertyville, IL with a Role Classification of Hybrid.

The Director, Customer Operations & Retention, NAR will lead this transformation—shifting from reactive, channel-based engagement to a predictive, insight-led, and digitally orchestrated customer success model. This role is responsible for defining and scaling AI-powered customer strategies that optimize retention, satisfaction, and portfolio performance. This leader owns the strategy, performance, and evolution of customer engagement across all touchpoints—including digital, agent-assisted, and emerging AI-enabled channels.

The role integrates customer analytics, lifecycle management, product strategy, and technology innovation to deliver seamless, personalized, and proactive customer experiences across Volkswagen Financial Services’ North American portfolio.

• Lead teams, technologies, processes and operations to effectively and efficiently maximize customer lifetime value and engagement while ensuring our operations and agent ecosystem is simplified, efficient, and aligned to financial and customer objectives
• Develop and scale AI-driven engagement models, including predictive churn modeling, next-best-action frameworks, and personalization strategies
• Design and optimize omnichannel customer journeys across lifecycle stages, including onboarding (funding), active servicing, and lease maturity
• Leverage our people as our strategic advantage

• Own and optimize core customer operations, including funding, account servicing, lease-end operations, and payments, ensuring accuracy, efficiency, and customer satisfaction
• Drive digitization and automation of servicing processes to reduce friction, cycle time, and operational cost
• Implement AI-enabled workflows and intelligent routing to improve throughput, quality, and customer experience
• Establish and manage end-to-end operational KPIs (e.g., funding turnaround time, servicing SLAs, lease-end conversion/retention rates, payment success rates)
• Lead continuous improvement initiatives to enhance productivity, scalability, and service quality across operations
• Optimize our mix of vendors, technologies, people and providers for cost, efficiency, customer satisfaction and functional OKRs.

• Build and lead high-performing teams focused on customer outcomes, innovation, and continuous improvement
• Establish a customer-centric, experimentation-driven culture that embraces AI, data, and digital transformation
• Develop talent in contact center, advanced analytics, product management, and customer lifecycle strategy
• Foster cross-functional collaboration across Customer Engagement, Risk, Marketing, Product, and Technology

• Define and execute the customer success technology roadmap, including engagement platforms, AI tools, and data ecosystems
• Partner with IT and Product teams to deliver scalable, API-enabled, and customer and agent platforms and experiences
• Drive modernization of customer platforms to enable hyper-personalized and frictionless experiences
• Ensure seamless integration of customer experience technologies across channels and functions
• Leverage advanced analytics, machine learning, and behavioral insights to identify drivers of retention, satisfaction, and engagement
• Build and scale predictive and prescriptive models to proactively identify at-risk customers and trigger targeted interventions
• Establish a data-driven culture anchored in measurable customer outcomes and insights-led decision making