Jessica M. McClenahan
Ortonville,MI
Summary
Accomplished operations leader with over a decade of experience in automotive finance, vendor management, and back-office servicing operations. Proven success in optimizing complex processes, leading multi-functional teams, and driving strategic improvements across large-scale portfolios. Recognized for fostering high-performing teams, implementing automation, and delivering customer-centric solutions that scale across industries.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
10
10
years of professional experience
Work History
Manager, Portfolio Servicing Operations
VW Credit, Inc.
07.2025 - Current
- Lead and develop a high-performing leadership team responsible for portfolio servicing, lien management, title maintenance, collections support, and end-to-end customer transition activities (onboarding/offboarding) across U.S. and Canadian markets.
- Drive a customer-centric operating model focused on service excellence, regulatory compliance, and continuous process optimization and automation.
- Own operational governance for Lease End Operations and Lien Management, ensuring timely, accurate, and compliant execution of title, registration, repossession, auction, and transition-support processes.
- Partner with senior operations, advocacy, remarketing, workforce optimization, and vendor management leaders to align KPIs, staffing models, and service levels to enterprise strategy.
- Manage and influence third-party vendor relationships to deliver cost-effective, compliant, and scalable solutions supporting inspections, title services, and transition support.
- Lead talent strategy including hiring, coaching, performance management, succession planning, and engagement within a remote and hybrid work environment.
- Champion continuous improvement, risk mitigation, and cross-market process harmonization while strengthening business continuity and crisis-preparedness capabilities.
Manager, Transition Support
VW Credit, Inc.
08.2022 - 07.2025
- Directed vendor transition efforts involving $750M in title assets. Oversaw three national teams: Lease End Operations, Titles and Payoffs, and Inspection Consultant. Managed relationships with third-party vendors responsible for off-lease vehicle inspections nationwide. Partnered with internal stakeholders to streamline title movement, inspection workflows, and customer experience improvements during large-scale operational changes.
Lease End Operations Manager
VW Credit, Inc.
11.2021 - 08.2022
- Led Lease End Operations ownership of the Workload Manager program, defining governance, driving system enhancements, and developing a performance metrics framework (target launch: October 1) to improve visibility, accountability, and throughput.
- Owned and delivered operational improvement initiatives across Lease End Operations, including Early Termination Surplus Invoicing and the implementation of a formal QA program in partnership with Performance Management.
- Strengthened operational performance and scalability through capacity modeling, backlog strategy development, cross-training, and team optimization to support current and future business demand.
- Managed day-to-day inspection operations and vendor performance, serving as primary liaison with inspection vendor AiM, leading process optimization efforts, and participating in inspection RFI/RFP evaluations.
- Advanced CX, automation, and process optimization initiatives, improving lease extensions, early terminations, pull-ahead workflows, and inspection processes through refined controls, automation enhancements, and standardized escalation paths.
- Ensured operational governance, compliance, and continuity, partnering with Legal, Regulatory Compliance, and Performance Management to mitigate risk, uphold policy adherence, and strengthen business continuity and emergency preparedness.
- Delivered operational governance and risk mitigation, partnering with Legal, Regulatory Compliance, and Performance Management to establish QA frameworks, ensure policy adherence, and enhance business continuity and emergency preparedness.
- Advanced automation and digital capabilities, collaborating with development partners (Poatek) to deliver BOT solutions and system enhancements supporting lease lifecycle efficiencies and cost reduction.
Lease End Operations Supervisor
VW Credit, Inc.
07.2018 - 11.2021
- Led a high-performing Lease End Operations team to achieve the highest quality scores across all back-office teams for 12+ consecutive months, strengthening accuracy, compliance, and customer outcomes.
- Owned Work Manager system development and rollout, improving workload visibility, reporting accuracy, and daily throughput through KPI design and a macro-driven production tracker.
- Built scalable operational structure, including creation of the Lease End Operations Specialist role, succession planning, and cross-training to support engagement, coverage, and long-term talent development.
- Established sustainable KPIs and reporting frameworks, enhancing workload management, regulatory tracking, and performance transparency in partnership with CX Analytics and Operations leaders.
- Ensured regulatory compliance and audit readiness, supporting internal audit and compliance actions across invoicing and reporting processes (balloon invoicing, SCRA, disposition fee limits, term extensions).
- Led process standardization and journey mapping, documenting and optimizing Lease End Operations workflows (early termination, balloon invoicing, lease turn-in), while collaborating cross-functionally with Inspection Consultants, Sales Ops, Analytics, and Dealer Remarketing.
Sales & Service Supervisor
VW Credit, Inc.
07.2016 - 07.2018
- Provide ongoing coaching, mentoring, and performance guidance to inbound phone and customer experience teams, driving accountability against individual goals and improving service quality.
- Support workforce and performance management initiatives, assisting with phone representative metrics, queue management, and staffing models to ensure adequate coverage and operational efficiency.
- Partner with Customer Experience Consultants to coach teams on delivering high-quality, brand-aligned customer experiences and to strengthen quality program standards.
- Lead team engagement and development efforts, facilitating “Meeting in a Box” sessions, monthly team meetings, side-by-side coaching, and onboarding and mentoring of new Supervisors.
- Manage daily operational workflows, including escalated customer interactions, reporting analysis, agenda and communication development, and cross-functional coordination with Workforce Management.
- Recognized for leadership and engagement, serving as Voice of Remarketing for the Auburn Hills Revitalization Committee, contributing to companywide quality program enhancements, and receiving executive recognition from the President & CEO for impact and employee engagement initiatives.
Education
Bachelor of Business Administration - Management
Purdue University Global
01.2024
Bachelor of Human Resource Management - Training Focus
Oakland Community College
Auburn Hills, MI01.2014
Skills
- Executive communication skills
- Data-driven problem solving
- People leadership
- Project and resource management
- Call center operations management
- Portfolio servicing expertise
- Vendor management expertise
- Regulatory compliance expertise
- Cross-functional collaboration
- Budget management proficiency
- Proficient in systems and automation tools
Languages
Polish
Native or Bilingual