VW FreshStart Program Lead, Contract

Volkswagen Financial Services; Pickering; Hybrid; CAD 80,480 - 90,500; Full time

Job summary

Volkswagen Financial Services is seeking a FreshStart Program Lead to orchestrate a consumer mobility pilot from credit to delivery, coordinating customers, dealers, and vendor partners. The role ensures clear guidance and compliant vehicle selection, with a focus on scalable processes and post-delivery support.

The 15‑month contract emphasizes cross-functional collaboration, process discipline, and readiness for broader rollout, working across Sales Operations, Credit, Risk, and Marketing.

Qualifications

• Bachelor’s degree in business, Finance, Operations, Automotive Management, or a related field.
• Prefered: Certification related to automotive finance, project management, customer experience, process improvement, or product operations.

Responsibilities

• Lead end-to-end VW FreshStart fulfilment from approved application through vehicle optioning, customer selection, dealer assignment, contract execution coordination, and delivery handoff.
• Curate eligible VIN options using program criteria, pricing inputs, customer approval profile, geography, vehicle availability, and cost/risk parameters; present clear vehicle detail links, Carfax information, payment disclosures, and next steps to customers.
• Maintain disciplined follow-up with customers to reduce friction, support informed selection, and ensure inquiries are resolved or escalated promptly.
• Act as primary liaison for participating VW dealers, including pilot onboarding support, in-person/virtual training coordination, delivery expectations, funding package readiness, customer handoff, and post-delivery issue resolution.
• Coordinate with Sales Operations, Funding to support dealer agreements, dealer-facing job aids, FAQs, process checklists, and readiness communications.
• Ensure dealer feedback and customer sentiment are captured and translated into process improvements.
• Coordinate vehicle selection, reconditioning, merchandising, transportation, delivery package readiness, and dealer logistics with Remarketing Operations, auction partners, vehicle operations, and transportation vendors.
• Confirm vehicles meet reconditioning standards, age/mileage/condition criteria, photo and description readiness, and launch inventory requirements prior to customer presentation.
• Track vehicle status from open-sale identification through reconditioning, staging, transport, dealer arrival, delivery, and return/offboarding as applicable.
• Capture and maintain cost inputs required for VIN-level pricing, including residual values, MBP, PPM, transportation, reconditioning, APR, and dealer fulfilment fees where applicable.
• Partner with Controlling, Risk, Protection Products, Credit, Funding, and reporting teams to support pricing updates, KPI tracking, issue logs, and launch readiness reporting.
• Support manual pilot processes while documenting gaps and automation opportunities for broader rollout.
• Own the operating rhythm for customer support channels, escalation management, launch stabilization, issue resolution, and continuous improvement during the pilot.
• Support setup and operating procedures for dedicated customer inquiry channels, phone/IVR routing inputs, email templates, customer communications, dealer support materials, and internal knowledge transfer.
• Develop and maintain process documentation, launch checklists, training material inputs, SOPs, and post-launch lessons learned for scale-up decision making.

Skills

Customer service

Communication

Organization

Documentation

Pricing inputs

Vehicle details

Process improvement

Bilingual EN/FR

Education

Bachelor's degree

Automotive finance / project mgmt cert

Tools

OPENLANE

Carfax

DMS systems

Job description

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.

Role Description

The VW FreshStart Program Lead is responsible for the day-to-day orchestration of an industry first consumer mobility pilot from approved credit application through customer vehicle selection, dealer fulfilment, delivery readiness, and post-delivery support. The role is the central point of coordination between customers, participating Volkswagen dealers, Remarketing Operations, Vehicle Operations, Marketing, and vendor partners. This role ensures customers receive clear guidance and curated vehicle options, dealers understand their responsibilities, vehicles are selected and prepared according to program standards, cost inputs are captured accurately, and operational issues are resolved quickly to support a controlled external launch and scalable future operating model.

Key Responsibilities

This is a 15 month contract

• Lead end-to-end VW FreshStart fulfilment from approved application through vehicle optioning, customer selection, dealer assignment, contract execution coordination, and delivery handoff.
• Curate eligible VIN options using program criteria, pricing inputs, customer approval profile, geography, vehicle availability, and cost/risk parameters; present clear vehicle detail links, Carfax information, payment disclosures, and next steps to customers.
• Maintain disciplined follow-up with customers to reduce friction, support informed selection, and ensure inquiries are resolved or escalated promptly.
• Act as primary liaison for participating VW dealers, including pilot onboarding support, in-person/virtual training coordination, delivery expectations, funding package readiness, customer handoff, and post-delivery issue resolution.
• Coordinate with Sales Operations, Funding/Credit to support dealer agreements, dealer‑facing job aids, FAQs, process checklists, and readiness communications.
• Ensure dealer feedback and customer sentiment are captured and translated into process improvements.
• Coordinate vehicle selection, reconditioning, merchandising, transportation, delivery package readiness, and dealer logistics with Remarketing Operations, auction partners, vehicle operations, and transportation vendors.
• Confirm vehicles meet reconditioning standards, age/mileage/condition criteria, photo and description readiness, and launch inventory requirements prior to customer presentation.
• Track vehicle status from open‑sale identification through reconditioning, staging, transport, dealer arrival, delivery, and return/offboarding as applicable.
• Capture and maintain cost inputs required for VIN‑level pricing, including residual values, MBP, PPM, transportation, reconditioning, APR, and dealer fulfilment fees where applicable.
• Partner with Controlling, Risk, Protection Products, Credit, Funding, and reporting teams to support pricing updates, KPI tracking, issue logs, and launch readiness reporting.
• Support manual pilot processes while documenting gaps and automation opportunities for broader rollout.
• Own the operating rhythm for customer support channels, escalation management, launch stabilization, issue resolution, and continuous improvement during the pilot.
• Support setup and operating procedures for dedicated customer inquiry channels, phone/IVR routing inputs, email templates, customer communications, dealer support materials, and internal knowledge transfer.
• Develop and maintain process documentation, launch checklists, training material inputs, SOPs, and post-launch lessons learned for scale‑up decision making.

Qualification requirements

Education

• Bachelor’s degree in business, Finance, Operations, Automotive Management, or a related field, or equivalent practical experience
• Prefered: Certification related to automotive finance, project management, customer experience, process improvement, or product operations.

Experience

• 3+ years of experience in automotive finance, remarketing, dealer operations, customer fulfilment, logistics, product operations, or a related field.
• Preferred: Experience with used vehicles sales, credit application flow, funding/contracting, dealer delivery processes, vehicle logistics, reconditioning, auction operations, or protection product administration.
• Preferred: Experience supporting a pilot, launch, new product, or operational transformation initiative.

Skills & Qualifications

• Strong customer service and communication skills with the ability to handle customer/dealer issues professionally.
• Strong operational follow-through, organization, prioritization, and documentation skills.
• Ability to work with pricing inputs, vehicle details, eligibility criteria, reports, issue trackers, and launch checklists.
• Comfort working in a manual pilot environment while identifying scalable improvement opportunities.
• Preferred: Knowledge of DMS systems, lease processes, credit/funding workflows, dealer desking processes, auction channels, OPENLANE, Carfax, MBP, PPM, and vehicle reconditioning standards.
• Asset: Bilingual English/French capability is an asset for future national expansion.

Work schedule

Role Classification: Hybrid

Travel Requirements: up to 40% local travel. Job Related Vehicle Provided

Salary range is dependent on factors such as industry-based experience, skills, training, credentials, and other qualifications. The salary range for this role is $80,480 - $90,500. Actual pay may vary based on experience, education, and internal compensation practices.

This posting represents an existing vacancy that we are actively seeking to fill.

All applications are thoroughly reviewed by our recruitment team, and no artificial intelligence or automated technologies are utilized in the screening process.

Volkswagen Financial Services is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

Volkswagen Financial Services is committed to accommodating applicants and employees with disabilities. Should you require accommodation during the recruitment and selection process, please advise in advance.

Only shortlisted candidates will be contacted.