VP, Customer Engagement

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.

About the Role

This is a unique opportunity to shape the customer experience strategy for one of the world's most recognized automotive and mobility brands. You will lead a critical organization at the intersection of customer experience, digital innovation, and operational excellence while helping define how customers engage with Volkswagen Financial Services across North America. If you're a strategic leader who is passionate about creating exceptional customer experiences and building high-performing teams, we'd love to hear from you.

This position is Career Level 33L and located in Reston, VA or Libertyville, IL with a hybrid work model.

Responsibilities

• Shape Customer Experience Strategy
  • Serve as the voice of the customer, ensuring customer needs remain at the center of business decisions.
  • Develop and execute customer engagement strategies that enhance satisfaction, loyalty, and business performance.
  • Partner with senior leadership and brand stakeholders to advance innovative, multi-channel customer experiences.
  • Lead transformation initiatives that leverage technology, analytics, and process improvement to deliver exceptional outcomes.
• Lead a High-Performing Organization
  • Inspire and develop leaders across a large, geographically dispersed organization.
  • Foster a culture of customer centricity, accountability, collaboration, and continuous improvement.
  • Build leadership capability through coaching, talent development, and succession planning.
  • Drive organizational effectiveness while supporting employee engagement and growth.
• Deliver Operational Excellence
  • Oversee customer and dealer service delivery across the United States and Canada.
  • Lead the optimization of customer interaction channels across digital and traditional platforms.
  • Establish and monitor key performance indicators that drive customer satisfaction, operational efficiency, and business results.
  • Partner with technology, operations, and business leaders to successfully deliver strategic initiatives and enhancements.
  • Manage key vendor relationships that support service excellence and operational effectiveness.
• Drive Business Performance
  • Lead planning, budgeting, and overall performance for the Customer Engagement organization.
  • Champion continuous improvement efforts that enhance productivity, scalability, and customer outcomes.
  • Represent Customer Engagement with executive leadership and key internal and external stakeholders.

Requirements

• 15+ years of progressive leadership experience in customer engagement, customer operations, customer experience, digital strategy, or related fields.
• Proven success leading large-scale customer organizations and transformational initiatives.
• Experience overseeing customer-facing digital channels, including web and mobile experiences.
• Strong background in customer service operations, process optimization, and business performance improvement.
• Experience leading large, geographically distributed teams in complex business environments.
• Experience working in Agile environments and leading digital delivery organizations.
• 10+ years of leadership experience:
  • Leadership of large (300+), geographically diverse teams, including coaching and employee development.
  • Leadership experience in Agile working environments.
  • Experience leading Digital Strategy & Delivery teams.
  • $100MM+ budget development and control.
• Strategic thinker with the ability to translate vision into measurable results.
• Strong executive presence and communication skills.
• Proven ability to influence and build alignment across diverse stakeholder groups.
• Analytical, data-driven decision maker with strong problem-solving capabilities.
• Passion for developing talent and building high-performing teams.
• Strong financial and business management skills.
• Bachelor's degree required; MBA preferred.

Schedule

Hybrid work model. Approximately 25-30% travel.