Vehicle Onboarding & Delivery Experience Manager

Ford • ,

4d • $115,500 - $218,100 • Remote

About The Position

Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.
The Global Digital team is accountable for delivering an end-to-end digital customer experience, encompassing product management, sales strategy, analytics, user experience design, and operational execution. We ensure Ford’s digital platforms remain innovative and customer-focused, while aligning with enterprise objectives across regions and brands. We provide measurable outcomes and continuous improvement in service of our customers and stakeholders.
In this position, we are seeking a digital native that can champion a customer centered Delivery and Onboard/Setup experience across both digital and retail (Dealerships) that drives efficiency and value for the customer, dealer, and company. The successful candidate will be knowledgeable of our dealer business at retail, comfortable operating in ambiguity and be able to influence across teams. The individual is directly responsible for maintaining the operating rhythm of and refining the strategic north star for the Delivery Day Tool (DDT) and its role in the Delivery and Onboarding/Setup experience. They have the objectives/KPIs to get to that north star and are responsible for working across our experience design teams, product teams, content team and platform team to bring it to life. They will demonstrate a disciplined, iterative approach that prioritizes rapid learning and continuous improvement.
As the Lead for the Delivery Day Tool (DDT), you will drive the strategic "north star" and operational rhythm for a critical phase of the customer journey: the Delivery and Onboarding/Setup experience. In this role, you will own the objectives and KPIs that define success, collaborating closely with cross-functional teams, including experience design, product, content, and platform—to bring a seamless, world-class onboarding experience to life.

Requirements

• Bachelor Degree or a combination of relevant education and experience
• 5+ years of experience with dealer operations and/or dealer education with a passion for delivering great customer experience and an ability to empathize with our consumers
• 3+ years of experience working in a matrixed team structure and influencing across product areas
• 3+ years of experience delivering OKRs by tracking, optimizing and pivoting against those OKRs
• 2+ years of digital or physical retail experience.
• 2+ years of critical thinking skills and proven application of Human Centered Design methods with the ability to develop and usher strategy through various phases development using human centered design (including implementation).
• Additional skills to include: The ability to mine third party research, customer feedback and internal analytics
• Experience with orchestrating data across multiple sources to create a unique user experience
• Self-starter; ability to work independently with minimal supervision in a fast-paced environment
• Strong oral and written communications (able to effectively assert point of view)
• Ability to tell customer stories through clear, compelling, and concise Journey/presentation

Nice To Haves

• MBA or Master’s Degree
• Broad experience with channels that impact a customer’s experience including Ford App, Dealer, Websites, CRC, Service, Distribution, HMI, etc.
• Broad experience with channels that drive the dealer experience including WBDO, Smart Vincent, Allocation & Distribution, FMC Dealer, RE&T, Vehicle Visibility, SAMS, IA Online, etc.

Responsibilities

• Directly responsible for creating the north star vision, dealer & customer journey and enablers, for what awesome looks like for Delivery and onboarding/setup with DDT for Ford, Lincoln US & Canada.
• Partner with Dealer Operations to gather insights from dealers to represent voice of dealer in future roadmap.
• Be subject matter expert through GEMBA and pulling together key data to identify customer and dealer pain points to turn insights into to product enhancements by driving the right resources to deliver DDT roadmap.
• Work cross-organizationally for key experiences in DDT that support Integrated Services, Ford App, Modem Activation, Preferred Dealer, and FCSD.
• Comfortable interpreting and sharing data from dealer and customer feedback, and engineer quality – including QNPS, OneCX, etc.
• Partner closely with product owners, Engineering, and UX to drive the delivery of an innovative, compelling, and user-friendly experience to our dealers in support of our customers.
• Drives cross team execution including training.
• Owns POV on what the right content strategy is and working with the marketing communications/content team to bring that POV to life.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare 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