Service Lead Manager, Ford Customer Service Division Digital Solutions

Ford•Allen Park, MI

13h

About The Position

In this role, you will lead initiatives to enhance our service lead management capabilities, ensuring alignment with FCSD's strategic direction and Ford's overall business objectives. Support Service Lead Management Strategy & Execution: Drive the development, refinement, and executive approval of the service lead management strategy, including channel approaches and conversion rates, and spearhead the execution of key initiatives like the Retail VCP Dealer Activation plan. Develop and Implement Performance Measurement & KPIs: Establish and refine clear, measurable metrics and Key Performance Indicators (KPIs) for service lead management, tracking performance across all channels and enablers. Analyze Data and Quantify Business Value: Utilize data-driven insights to analyze performance, quantify the business value and ROI of digital transformations (e.g., revenue growth, efficiency), and inform strategic decision-making. Drive VCP Enabler Development & Growth: Lead initiatives to significantly grow service lead volume and 3rd party data sharing consent, including developing business value frameworks and supporting related growth tactics and reporting. Enhance Dealer Engagement & Support: Develop and implement comprehensive FCP plans, including job aids, FAQs, and dealer-facing reporting tools like the Dealer Hub Tile, to improve dealer understanding and conversion performance. Provide Strategic Leadership and Cross-functional Collaboration: Guide and mentor project teams, and collaborate effectively with senior leadership and cross-functional partners to ensure all digital initiatives align with FCSD's strategic direction and overall business objectives Established and active employee resource groups

Requirements

Minimum Bachelor's degree in Business Administration, Information Technology, Project Management, Marketing, or a related field.
7+ plus years of professional experience
3-5 years in a managerial or lead role overseeing projects or significant workstreams.
Proven experience in managing digital projects and executing digital transformation initiatives, with a track record of taking strategy from conception through successful implementation.
Demonstrated experience in tracking, analyzing, and reporting on key metrics, KPIs, and quantifying business value.
Strong communication, interpersonal, and collaboration skills, with the ability to engage and influence stakeholders at various levels.
Solid analytical and problem-solving skills, with the ability to identify complex issues and develop practical, data-driven solutions.
Experience partnering effectively with cross-functional teams.

Nice To Haves

Master's degree in Business Administration (MBA) or a related advanced degree.
Experience within the automotive industry, particularly in customer service, aftersales, parts, or aftermarket operations.
Demonstrated ability to drive digital transformation initiatives and manage change effectively in a complex environment.
Strong analytical skills with experience defining and tracking key performance indicators (KPIs) for digital products and services, including ROI analysis.
Familiarity with cloud platforms (e.g., GCP), data analytics, and AI/ML integration relevant to service lead generation and management.
Experience with project and product development management tools (e.g., Jira) and business intelligence tools for reporting (e.g., Tableau, Power BI).
Familiarity with Agile methodologies and continuous improvement processes.
Excellent communication, presentation, and relationship-building skills with diverse stakeholders, fostering a collaborative and high-performing environment.