Customer Success Operations – Digital Tools & Capabilities Mgr

Customer Success Operations-Digital Tools & Capabilities Manager 

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves? 

In this position... 
The Digital Tools & Capabilities Manager is part of Customer Success Product Portfolio Strategy Team.  Our Mission is to drive innovation in service experiences by deeply understanding customer and dealer needs, optimizing processes, and designing seamless interactions that deliver expectations and foster long-term loyalty through collaborative excellence that provides value to Ford, customers and our dealers. The Digital Tools & Capabilities Mgr will support our operational excellence by managing, developing and implementing our digital tools strategy.

What you'll do...
•Build dynamic Tool Integration tied to Operating Model (e.g. Journey Management, Innovation Phases, Customer Value, Business Value, Metrics Framework & Measurement, etc.)
•Manage & create tools/dashboards to support Senior Leadership / Functional Team’s needs, using Smartsheet tool
•Maintain an accurate record of the project/initiatives/experiences and analytics supporting data integrity, efficiencies and other metrics within the Center of Excellence portfolio management system 
•Lead / Liasson for all Dynamic Tool Bowler Integrations
•Develop/maintain Templates, Artifacts, Personas tied to Operating Model
•Work closely with key FCSD PMO teams to ensure dashboard alignment strategy
•Liaise with various teams to validate and create links between tools of choice to support dashboard processes
•Know and be able to explain the strategic priorities for specific BUs and/or regions and/or functional teams 
•Understanding of the Customer Journey, Goals and workplan for each key Project/Initiative
•Ability to communicate the various Product/Experience Roadmaps & Dashboards & KPIs
•Ability to resolve problems by finding the underlying issues and collaborating on solutions
•Able to explain the strategic priorities 
•Successfully Lead UX/UI Smartsheet Build team in our Center of Excellence Digital Tool Strategy Goals 

You'll have... 
•Experience with using Smartsheet/Jira/Rally tools (JavaScript, API, SQL, HTML, Power BI coding, etc.)
•Must have a desire and passion to improve Customer Experience and take action to modernize and simplify our business
•Self-starter, capable of communicating across regions and at all levels
•Demonstrate leadership through influence.  Ability to collaborate across the organization.
•Ability to handle multiple tasks/products with a results-driven mentality
•Operational experience with demonstrated ability to work across skill teams to deliver agreed business objectives
•Aptitude for detailed work and ability to retain complex information
•Strong business acumen with an ability to think strategically

Even better, you may have...
•Strong understanding of measurement systems, Customer Experience metrics and operational key performance Indicators
•Able to shift from big picture to detail and vice-versa and know when to do so
•Experience in Human Centered Design or services design and delivery
•Strong critical thinking skills combined with ability to clearly communicate new concepts
•Ability to articulate a scenario and put forward recommendations to support Senior Leadership decisions clearly and concisely
•Experience managing a team that successfully met Smart Objectives

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

 

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

 

• Immediate medical, den