Global Customer Relationship Center, Digital Experience Manager

Ford • Dearborn, MI

6d • $115,500 - $218,100 • Hybrid

About The 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