Non-Vehicle eCommerce Operations Sr 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?

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 the 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.

At Ford Motor Company, we believe that freedom of movement drives human progress. Part of that freedom is driven by meeting our customers where they want with the digital tools that make their lives easier and more exciting. We are founding a team of disruptors who can leverage the resource scale of a large company to deliver a game-changing customer shopping experience that is best-in-class.

In this position...

The Non-Vehicle eCommerce Operations Senior Manager is responsible for deeply understanding B2C and B2B Parts and Accessories eCommerce customer needs to ensure a seamless and enjoyable purchase, fulfilment, and return experience, while also making it easy for our dealers and suppliers to do business with us.  This role will work with our Dealers, Business Partners, Software Product Managers, Analytics and Research teams, as well as lead an eCommerce Operations team to execute strategies and tactics that improve customer experience.   

REMOTE: We’re looking for the best talent no matter where you are in the United States.  If you’re ready to ensure our parts and accessories eCommerce customers love buying from us, we want you on our team!

SOUTHEAST MI RESIDENTS: Please note, this job is posted as remote unless the selected candidate lives within 50 miles of Dearborn, MI. 

What you'll do...

• Lead an operations team to maintain daily operations including triage, troubleshooting, and resolution of eCommerce customer, dealer, and supplier issues within Service Level Agreement targets (SLA’s)
• Subject Matter Expert on B2B and B2C Parts and Accessories eCommerce customer needs from order placement and fulfillment through return - Gains a deep understanding of current and evolving eCommerce customer needs, trends, competitive activity, & technology advancement to inform strategies and tactics 
• Identify and implement strategies and tactics to improve efficiency and customer satisfaction by pulling, analyzing, and translating analytics and behavioral data into actionable insights with forecasted values for each to set goals, KPI’s, and prioritization 
• Lead and collaborate with team members (Dealer, Business, UX, Software Engineering, Finance, etc.) to translate business goals and end user needs into strategy and tactics to execute that deliver value
• Support monthly Parts and Accessories eCommerce business performance meetings with stakeholders with clear and actionable insights to improve the business and customer experience
• Clearly identifies pros, cons, issues, obstacles, and dependencies for actions
• Lead Dealer, Customer Relationship Center, Field, and Internal business education and training for eCommerce sales opportunity, operations, best practices, and systems
• Influence cross-functional team members to adopt new operational strategies and tactics with strong data-based recommendations providing context for change
• Assist with User Acceptance Testing (UAT) including but not limited to websites, order management system, product information management system, and payment processing
• Manage all Dealer enrollment, set-up, and removal from eCommerce
• Manage operations, process flow, access control, and internal control necessary documentation
• Manages audit processes for systems access for authorized personnel
• Inbound/Outbound communications with dealers and suppliers as needed
• Collaborative leader focusing on seeking to understand and solving together

You'll have...

• Bachelor’s degree or a combination of education and equivalent work experience 
• 5 + years of experience in eCommerce operations including eCommerce operational strategies and tactics focused on empowerment and scaling operational efficiency. 
• 3 + years of experience leading/managing cross-functional teams within a B2B or B2C eCommerce organization.
• 1+ years of experience managing customer and supplier issues and relationships.

Even better, you may have...

• Master’s Degree 
• A data-driven mindset with excellent analytical skills wit