Role Description

The VW FreshStart Program Lead is responsible for the day-to-day orchestration of an industry first consumer mobility pilot from approved credit application through customer vehicle selection, dealer fulfilment, delivery readiness, and post-delivery support. The role is the central point of coordination between customers, participating Volkswagen dealers, Remarketing Operations, Vehicle Operations, Marketing, and vendor partners. This role ensures customers receive clear guidance and curated vehicle options, dealers understand their responsibilities, vehicles are selected and prepared according to program standards, cost inputs are captured accurately, and operational issues are resolved quickly to support a controlled external launch and scalable future operating model.

Key Responsibilities

This is a 15 month contract

•    Lead end-to-end VW FreshStart fulfilment from approved application through vehicle optioning, customer selection, dealer assignment, contract execution coordination, and delivery handoff.
•    Curate eligible VIN options using program criteria, pricing inputs, customer approval profile, geography, vehicle availability, and cost/risk parameters; present clear vehicle detail links, Carfax information, payment disclosures, and next steps to customers.
•    Maintain disciplined follow-up with customers to reduce friction, support informed selection, and ensure inquiries are resolved or escalated promptly.

•    Act as primary liaison for participating VW dealers, including pilot onboarding support, in-person/virtual training coordination, delivery expectations, funding package readiness, customer handoff, and post-delivery issue resolution.
•    Coordinate with Sales Operations, Funding/Credit to support dealer agreements, dealer-facing job aids, FAQs, process checklists, and readiness communications.
•    Ensure dealer feedback and customer sentiment are captured and translated into process improvements.

•    Coordinate vehicle selection, reconditioning, merchandising, transportation, delivery package readiness, and dealer logistics with Remarketing Operations, auction partners, vehicle operations, and transportation vendors.
•    Confirm vehicles meet reconditioning standards, age/mileage/condition criteria, photo and description readiness, and launch inventory requirements prior to customer presentation.
•    Track vehicle status from open-sale identification through reconditioning, staging, transport, dealer arrival, delivery, and return/offboarding as applicable.

•    Capture and maintain cost inputs required for VIN-level pricing, including residual values, MBP, PPM, transportation, reconditioning, APR, and dealer fulfilment fees where applicable.
•    Partner with Controlling, Risk, Protection Products, Credit, Funding, and reporting teams to support pricing updates, KPI tracking, issue logs, and launch readiness reporting.
•    Support manual pilot processes while documenting gaps and automation opportunities for broader rollout.

•    Own the operating rhythm for customer support channels, escalation management, launch stabilization, issue resolution, and continuous improvement during the pilot.
•    Support setup and operating procedures for dedicated customer inquiry channels, phone/IVR routing inputs, email templates, customer communications, dealer support materials, and internal knowledge transfer.
•    Develop and maintain process documentation, launch checklists, training material inputs, SOPs, and post-launch lessons learned for scale-up decision making.

Qualification requirements

Education
•    Bachelor’s degree in business, Finance, Operations, Automotive Management, or a related field, or equivalent practical experience
•    Prefered: Certification related to automotive finance, project management, customer experience, process improvement, or product operations.

Experience
•    3+ years of experience in automotive finance, remarketing, dealer operations, customer fulfilment, logistics, product operations, or a related field.
•   Preferred: Experience with used vehicles sales, credit application flow, funding/contracting, dealer delivery processes, vehicle logistics, reconditioning, auction operations, or protection product administration.
•   Preferred: Experience supporting a pilot, launch, new product, or operational transformation initiative.

Skills & Qualifications
•    Strong customer service and communication skills with the ability to handle customer/dealer issues professionally.
•    Strong operational follow-through, organization, prioritization, and documentation skills.
•    Ability to work with pricing inputs, vehicle details, eligibility criteria, reports, issue trackers, and launch checklists.
•    Comfort working in a manual pilot environment while identifying scalable improvement opportunities.
•    Preferred: Knowledge of DMS systems, lease processes, credit/funding workflows, dealer desking processes, auction channels, OPENLANE, Carfax, MBP, PPM, and vehicle reconditioning standards.
•    Asset: Bilingual English/French capability is an asset for future national expansion.

Work schedule
Role Classification: Hybrid 
Travel Requirements: up to 40% local travel. Job Related Vehicle Provided 

Salary range is dependent on factors such as industry-based experience, skills, training, credentials, and other qualifications.  The salary range for this role is $80,480 - $90,500. Actual pay may vary based on experience, education, and internal compensation practices.

This posting represents an existing vacancy that we are actively seeking to fill.