Vehicle Onboarding & Delivery Manager

Position: Vehicle Onboarding & Delivery Experience Manager
Job Description

We made history and now we work to transform the future - for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

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.

Although this is classified as a remote position, candidates who are within commuting distance to a Ford hub location may be required to be onsite four or more days per week. We also prefer candidates who reside in the eastern time zone.

Responsibilities

What you'll do...

• 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

Qualifications

You'll have...

• 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…