Svp Customer Engagement Jobs (NOW HIRING)

Volkswagen Financial Services is seeking an experienced and customer-focused executive to lead Customer Engagement across the United States and Canada. Reporting directly to the President & CEO, the Vice President, Customer Engagement will define and execute the strategy for customer and dealer engagement across the financial services lifecycle. This leader will oversee customer-facing operations, digital engagement, customer experience, process optimization, and organizational performance, helping to strengthen customer loyalty and drive long-term business success.

Responsibilities within this Role:

• 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.

Qualification Requirements:

• Experience
• 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

• Leadership & Business Acumen
• 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.

• Education
• Bachelor's degree required.
• MBA preferred.

Work Environment:

• Hybrid work model.
• Approximately 25-30% travel.

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.