Director, Client Provided Tool Product Ownership

TTEC

5d•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As Director, Client Provided Tool Product Ownership, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Director, Client Provided Tool Product Ownership leads governance, performance optimization, and structured change delivery for Ford-provided platforms within Percepta operations. This role serves as the accountable product owner for all non-AI enterprise systems used within the Ford account, including CRM platforms (Salesforce, Microsoft Dynamics), customer experience tools (Medallia), and other Ford-provided operational systems. In addition to platform ownership, this role is responsible for preparing, coordinating, and ensuring successful implementation of all system changes across Percepta operations and supporting organizations, even under complex or time-constrained conditions. The role operates at peer level with the Director of AI Enablement & Adoption to ensure parity between AI and non-AI tool governance.

Requirements

Bachelor’s Degree or equivalent experience.
10+ years in enterprise operations, product ownership, digital transformation, or system governance roles
Demonstrated experience leading large-scale system change implementations
Experience with Salesforce, Dynamics, Medallia, or comparable enterprise platforms
Experience in complex, matrixed enterprise or BPO environments
Strong change management and release coordination expertise
Executive presence with ability to influence both client and internal leadership

Nice To Haves

Automotive or OEM experience
Product Owner certification (CSPO or equivalent)
Experienced managing vendors or client-provided technology stacks

Responsibilities

Serve as accountable product owner for Ford-provided systems within Percepta
Define platform performance standards and operational success metrics
Align tool capabilities with CX, revenue, and operational targets
Manage structured intake, prioritization, and enhancement governance
Partner with Ford business and technology teams on roadmap alignment and issue resolution
Lead structured preparation and coordination for all system changes affecting Percepta operations
Develop comprehensive change readiness plans including communication, training, risk mitigation, and contingency planning
Coordinate across Operations, Training, IT, WFM, and Client Success teams to ensure execution alignment
Anticipate operational friction points and proactively mitigate risk
Ensure readiness even under compressed timelines or less-than-ideal implementation conditions
Monitor post-release adoption, stabilization, and performance impact
Support coordination with other organizations leveraging the same Ford systems
Ensure alignment of release timing, configuration standards, and operational expectations
Represent Percepta interests in multi-organization system forums
Prevent conflicting configurations or uncoordinated rollouts
Establish measurable KPIs tied to tool effectiveness and workflow alignment
Quantify impact of system enhancements on productivity, CX, and quality
Identify inefficiencies introduced by tooling and drive corrective redesign
Reduce operational friction caused by poorly aligned system processes
Maintain documentation, configuration oversight, and change logs
Ensure compliance with Ford data governance and security requirements
Escalate systemic risks with structured business cases
Drive disciplined release management processes