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How much do operations agent jobs pay per hour?

As of Sep 11, 2026, the average hourly pay for operations agent in Virginia is $24.51, according to ZipRecruiter salary data. Most workers in this role earn between $19.76 and $27.16 per hour, depending on experience, location, and employer.

What is an operations agent?

Operations agents are professionals responsible for coordinating and overseeing the day-to-day activities within a company, often in logistics, transportation, or customer service sectors. They ensure that processes run smoothly by managing schedules, handling documentation, and communicating with various departments to resolve issues quickly. Operations agents play a crucial role in maintaining efficiency and supporting the overall workflow of an organization. Their work helps prevent delays and ensures that organizational goals are met on time.

What does an operations agent do?

Operations Agents play a crucial role in ensuring the smooth flow of logistical processes, such as coordinating shipments, tracking deliveries, and communicating with carriers and customers. On a typical day, they may handle scheduling, update tracking systems, resolve delays, and process documentation to ensure compliance with company policies. Their proactive communication and problem-solving skills directly impact the efficiency and reliability of the operations team, often requiring collaboration with warehouse staff, drivers, and customer service representatives. This role is dynamic and fast-paced, providing valuable experience in logistics and supply chain management.

What skills and qualifications are needed to thrive as an operations agent?

To thrive as an Operations Agent, you need strong organizational skills, attention to detail, and knowledge of logistics or supply chain processes, often supported by a high school diploma or relevant experience. Familiarity with shipping software, inventory management systems, and basic office applications is typically required. Excellent communication, problem-solving abilities, and the capacity to work well under pressure are valuable soft skills in this role. These competencies ensure efficient coordination of operations, timely execution of tasks, and smooth workflow within fast-paced environments.

What is an example of an operations agent job?

An operations agent is responsible for managing daily business activities such as processing transactions, coordinating logistics, and ensuring operational efficiency. They often use tools like customer management systems and may work in shifts to support 24/7 operations.

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For Operations Agent jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Operations Agent jobs in Virginia look for?

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What are popular job titles related to Operations Agent jobs in VA?

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Operations Agent jobs near you
Infographic showing various Operations Agent job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, 1% Temporary, 2% Contract, and 1% Nights. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution, with an average salary of $50,974 per year, or $24.5 per hour.

Dir, Customer Operations & Retention NAR

Reston, VA • Hybrid

Volkswagen AG
See more jobs at Volkswagen AGexternal

$139K/yr

Full-time

Re-posted 4 days ago

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.

Brief Role Description

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

Role Summary

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.

Responsibilities within this Role

Customer Operations & Retention Performance - 30%
   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

Operational Excellence - 30%
   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.

Leadership, Talent & Organizational Effectiveness -20%
   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

AI, Personalization & Technology Enablement - 10%
   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

Governance, Compliance & Risk Management - 10%
   Ensure all customer engagement strategies comply with regulatory and data privacy requirements (e.g., FDCPA, UDAAP, CFPB)
   Partner with Legal, Compliance, and Risk teams to ensure responsible and ethical use of AI and customer data
   Maintain strong governance frameworks for customer communications, model usage, and digital engagement practices
   Drive transparency, audit readiness, and responsible AI practices across all initiatives

Qualification requirements

Years of Relevant Experience:

  • 12+ years of progressive leadership and relevant experience 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
  • Ability to balance customer outcomes with strong financial and risk discipline

Required Education:

  • Bachelor's Degree

Skills:

   Data/performance driven: Experienced and exceptional understanding of customer service and retention performance drivers, and how to use segmentation and data to drive performance-driven change and culture in our customer resiliency function. Experience in running structured segmentation and product experiments a plus.
   A bias to action: The leader will have an executive level charter to deliver on key opportunities and, in parallel, stand up an org structure and talent model that sets a high bar for employees, and rewards and empowers teams delivering on this.
   Acts like an owner. Takes full responsibility for functional performance and has a 360 view on what happens upstream and downstream; partners transparently with those stakeholders and partners to affect change.
   Ability to influence and lead changes: Willingness to challenge the status quo by driving pragmatic, forward-leaning change across people, process, performance and technology
   Customer Centricity: Deep respect for the importance of keeping our promises to customers, being easy to do business with, and ensuring we are doing this in a consistent, well-managed way
   A clear communicator: Excellence in clear communication and storytelling - to set expectations and motivate employees, present to C-Levels, hold vendors responsible, and partner successfully with stakeholders

Volkswagen Financial Services is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.

This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.

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