Manager Retail Operations

What you will do

The Manager, Retail Operations is a hands-on people leader who drives performance through strong leadership, coaching, and team development across Funding, Booking, Collateral Administration, and Customer Experience. This role is responsible for building engaged, high-performing teams while aligning day-to-day operations with broader business and customer experience goals.

By leveraging customer feedback and operational insights, the Manager leads continuous improvement efforts that elevate service quality and support scalable growth.

The Manager is responsible for shaping, measuring, and communicating the customer experience strategy, ensuring a seamless and consistent experience across every customer touchpoint. In partnership with the Director of Retail Operations, this role provides enterprise-level leadership across all aspects of Retail Operations, proactively anticipating pipeline fluctuations, establishing and managing service level agreements (SLAs), and aligning resources to continuously elevate the customer experience.

This position sits within Volvo Financial Services USA divsion, reports to the Director, Retail Operations and will be located in Greensboro, NC.

Responsibilities:

•    Provide strong demonstrated leadership, management, training, coaching, and performance feedback & evaluations for Retail Operations team members (Funding, Booking, Collateral Administration and Customer Experience).
•    Manage and approve pre- and post-closing retail transactions within delegated authority, ensuring accuracy and compliance across lease and loan documentation, complex legal structures, insurance and title requirements, loan covenants, and UCC filings.
•    Serve as the escalation point for complex customer concerns.
•    Identify and recommend opportunities for process improvement and potential risk control development within Retail Operations.
•    Develop new processes to improve the customer experience and ultimately drive customer satisfaction.
•     Track record of improving customer experience, supported by measurable outcomes such as satisfaction scores, service levels, or retention improvements.
•    Demonstrated success in elevating customer experience through process improvements, service optimization, and cross‑functional collaboration.
•    Demonstrated ability to identify customer pain points and implement solutions that result in improved service delivery and customer satisfaction.
•    Leading and coaching others, setting team's direction, and deploying resources, evaluating performance, reviewing salary and recommending employment decisions.
•    Establishing a positive work environment that promotes continuous learning, development, and recruiting/retention of highly effective employees.
•    Achieving results by leading Operations team members as well as influencing and negotiating with team members in other areas of the organization. 
•    Maintaining technical expertise, business and industry knowledge, and process development capabilities.
•    Being accountable for performance and results in business, functional or operational areas.
•    Coordinating and collaborating with cross-functional leaders and teams to make process recommendations.
•    Conduct periodic assessment of Operations and related areas to rationalize, design/develop and direct the implementation of customer focused processes to improve organizational productivity, efficiency, and response time.
•    Demonstrated ability to create, recommend, and implement operational policies and procedures to maximize customer and dealer satisfaction while minimizing risk and improving employee and department productivity.
•    Partner with leaders in negotiating closing requirements with Dealers, Customers, Regional Sales Managers and District Finance Managers for retail transactions, as needed. 
•    Responsible for recommending appropriate funding and waiver authorities for all areas within Operations.
•    Develop and implement the appropriate metrics to measure efficiency and customer satisfaction/service levels. 
•    Provide monthly reporting to stakeholders on key performance indicators.
•    Work with Digital & IT to define and communicate Operations’ systems requirements and recommend future systems enhancements, which effectively streamline transaction lifecycles and maximize efficiency.   

Who are you?

Do you dream big? We do too, and we are excited to grow together. In this role, you will bring: 

Education and Experience Required:
•    BS/BA in business or related field or equivalent experience.
•    5-7 years of people leadership experience, including managing and developing self-directed teams and collaborating with internal and external counsel on operational and documentation requirements required.
•    5-7 years’ experience in heavy equipment loan or lease operations management within the commercial trucking, construction equipment, motor coach, or related equipment industries, with a strong track record servicing commercial transactions and expertise in UCC 1 filings, titling, and lease/loan documentation preferred.
•    3-5 years of experience in vendor negotiation, with a proven ability to drive favorable terms, manage partnerships, and enhance service delivery through third‑party providers.
•    Experience with contract invoicing/billing functions.
•    Significant experience negotiating vendor contracts related to security perfection, invoicing and other key functions
•    Prior captive equipment finance and leasing company experience preferred.
e with financial consolidations and reporting a plus.

Ready for the next move?

If you want to make a real impact in your career, Volvo Financial Services is where you want to be. We look forward to meeting you.