AVP Lease End and Multi-Channel Servicing is responsible for leading teams responsible for customer facing processes associated with servicing End of Term Lease accounts, Voice of the Customer (VOC) Survey Programs, Social Media and Complaint Analysts. This position provides strategic direction to internal and external resources relative to the lease maturity processes, through multiple channels in order to maximize customer retention. The AVP Lease End and Multi-Channel Servicing is responsible for participating in quantitative and process-oriented approaches to identify key customer pain points from multiple data inputs, including Net Promoter System (NPS) survey feedback and Complaints drivers. They will support VOC Program leadership in quantifying NPS impact on our CX initiatives. This role is responsible for creating and maintaining goals and objectives that are reflective of the overall corporate strategy and promoting a Best in Class service environment focused on building brand loyalty.