Director of AI-Driven Customer Ops & Retention

Volkswagen Group; Reston (VA); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Volkswagen Financial Services in North America seeks a Director, Customer Operations & Retention to lead a data‑driven, AI‑enabled transformation across onboarding, servicing and lease maturity, defining strategy, KPIs and the customer experience across channels.

Based in Reston, VA or Libertyville, IL with a hybrid work model, you will unite Risk, Marketing, Product and Technology to deliver proactive, personalized outcomes and build high‑performing teams that scale across the portfolio.

Qualifications

• 12+ years of progressive leadership in consumer finance.
• Minimum 5 years of financial, customer and operational performance management of digital self-service, customer service, and retention functions.
• Demonstrated success operating at a director level - leading leaders, managing experience risk and financial performance, and owning enterprise-level outcomes.
• Minimum 3 years (and proven track record) in developing and using advanced behavioral data modeling and internal/vendor-based technologies to steer, optimize and evolve customer success targets.
• Minimum 5 years in delivering technology and data initiatives; experience in product management and agile methodologies.

Responsibilities

• Lead teams, technologies, processes and operations to maximize customer lifetime value and engagement.
• Develop and scale AI-driven engagement models, including predictive churn modeling and next-best-action frameworks.
• Design and optimize omnichannel customer journeys across lifecycle stages (onboarding, servicing, lease maturity).
• Establish a data-driven culture anchored in measurable customer outcomes and insights-led decision making.
• Own and optimize core customer operations (funding, servicing, lease-end, payments) with focus on efficiency and quality.
• Drive digitization and automation of servicing processes to reduce friction and cost.
• Lead continuous improvement to enhance productivity and scalability across operations.
• Foster cross-functional collaboration across Customer Engagement, Risk, Marketing, Product, and Technology.

Skills

Data-driven decisions

Customer-centricity

Executive leadership

Cross-functional collaboration

AI-enabled engagement

Strategic thinking

Education

Bachelor's Degree

Tools

AI platforms

Job description

Volkswagen Financial Services in North America seeks a Director, Customer Operations & Retention to lead a data‑driven, AI‑enabled transformation across onboarding, servicing and lease maturity, defining strategy, KPIs and the customer experience across channels.

Based in Reston, VA or Libertyville, IL with a hybrid work model, you will unite Risk, Marketing, Product and Technology to deliver proactive, personalized outcomes and build high‑performing teams that scale across the portfolio.