Director of AI-Driven Customer Ops & Retention

Volkswagen Financial Services; Reston (VA); Hybrid; USD 130,000 - 190,000; Full time

Job summary

Volkswagen Financial Services is seeking a Director, Customer Operations & Retention to lead a transformative, AI-powered strategy across lifecycle stages. This role demands building scalable customer engagement, predictive analytics, and cross-functional leadership to improve retention and portfolio performance.

The candidate will own strategy, performance, and evolution of engagement across digital and agent-assisted channels, partnering with IT, Risk, Marketing and Product to deliver

Qualifications

• 12+ years of progressive leadership in consumer finance or related fields.
• 5+ years managing digital self-service, customer service and retention performance.
• Director-level experience leading leaders, risk and financial performance.
• 3+ years using advanced behavioral data modeling to steer customer outcomes.
• 5+ years delivering technology and data initiatives; product management & agile.
• Ability to balance customer outcomes with financial and risk discipline.

Responsibilities

• Lead teams, technologies, processes to maximize customer lifetime value and engagement.
• Develop AI-driven engagement models including predictive churn and next-best-action.
• Design omnichannel journeys across onboarding, servicing, and lease maturity.
• Foster collaboration across Customer Engagement, Risk, Marketing, Product and Technology.
• Drive continuous improvement to enhance productivity, scalability, and service quality.

Skills

Data-driven

Customer-centric

Executive leadership

Stakeholder influence

Change management

Education

Bachelor's Degree

Job description

Volkswagen Financial Services is seeking a Director, Customer Operations & Retention to lead a transformative, AI-powered strategy across lifecycle stages. This role demands building scalable customer engagement, predictive analytics, and cross-functional leadership to improve retention and portfolio performance.

The candidate will own strategy, performance, and evolution of engagement across digital and agent-assisted channels, partnering with IT, Risk, Marketing and Product to deliver