Global Customer Relationship Center, Digital Experience Manager

Ford Motor • Dearborn, MI

6d • Hybrid

About The Position

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves? The Ford Purchasing team adds critical value to the entire organization. You’ll help us source the highest quality parts and services from around the globe while ensuring optimal cost and on-time delivery. You’ll also contribute to establishing a robust supply chain so that we can continually produce the vehicles our customers want. In this position... The Digital Experience Manager, Global Customer Relationship Center is a global position, and you will be the lead for the AI transformation, digital products and cross-channel experiences. This Digital Experience Manager role is a critical link to the business and technology product design and implementation. This global role includes connecting cross-channel experiences and working with a large cross-functional team in a fast-paced agile environment. You will leverage your business expertise to connect with end users to understand their needs; define solutions and deployment; identify setbacks and roadblocks within initiatives and generate solutions for resolving them quickly.

Requirements

• Bachelor’s Degree
• 5+ years of experience with digital products and channels including chat, messaging
• 3+ years of digital channel experience and customer journey creation

Nice To Haves

• Experience with Salesforce and Microsoft Dynamics
• Prior experience with defining and launching experiences with AI, NLU using leading products within a customer or dealer facing environment
• Demonstrate capability to manage large global projects while managing daily objectives across multiple product team and technologies
• Prior customer relationship experience, web, product experience beneficial (preferred but not required)

Responsibilities

• Create a Connected experience providing a strategic view of the customer and how best to engage
• Lead CRC interface with Web Teams, Marketing, Dealer and Social Teams within our CRC
• Lead CRC interface managing Mobile App (Ford/Lincoln) channel integrations and portal administration
• Own CRC Product for digital tools - Live Chat, SMS, MMS, Messaging. Requires a strong positive attitude and willingness to learn and be innovative.
• Innovative leader with Evolving messaging platforms (WhatsApp, Apple Messages for Business, RCS and other)
• Create new Omnichannel experiences with defining experiences and supporting deployment of Chatbots, Co-Browse, Screen Share, and Artificial Intelligence applications.
• Align with multiple Ford business units including Analytics, Financial, Pro (Fleet and Commercial) and external suppliers
• Identify opportunities to move from voice to best digital channel to support engagement
• Interface end to end data availability and collaborate with reporting and analytics interface.
• Collaborate with multiple IT teams, business technology to deliver integrated omnichannel experience
• Support production launches, including working with operations to appropriately to ensure quality releases and understand feedback

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager