Advisor, FS Mobile App & Portal

About Us

Mercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States.  In our people, you will find a tremendous commitment to our corporate values.  Our products and employees reflect this dedication.  We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks. 

Job Overview

The MBUSA Digital Experience vision is to create a seamless end-to-end experience that’s focused on the customer and fearlessly defines the future of digital. Digital Experience delivers on this through its rallying cry of: Innovate. Disrupt. Lead.

Position Summary

The Advisor, Financial Services Mobile App and Portal, will own the strategic direction, prioritized roadmap, and business outcomes for the customer-facing digital self-service channels for the One Customer Unit at MBUSA.  These include the Financial Services Mobile App, Retail Private Customer, and Fleet/Commercial Portals.

As an integral member of the Connected Vehicles business team within MBUSA’s Digital Experience Center, the Advisor will partner with the wider Marketing team, HQ and regional teams, MBFS Core, RDNA, Engineering, IT, Legal/Compliance, Operations, and Insurance to deliver prioritized enhancements and innovations aligned to customer outcomes and enterprise goals.

This business owner will ensure the customer-facing user-account management experiences are aligned, consistent, and measurable across the ecosystem.  Scope includes the MBFS.com experience, MBFS Fleet Customer Portal, and the MB Financial Services App, with responsibility for defining integrations with the Mercedes‑Benz App and the broader connected-vehicle ownership journey.

This role leads regional responsibility for the United States, Canada, and Mexico (USMCA), and, ensures One Customer Unit channels deliver a best-in-class self-service experience by setting and tracking measurable success metrics (e.g., adoption, digital containment/deflection, task completion, SLA performance, accessibility, and customer satisfaction). The Advisor partners with Analytics and Customer Experience teams to drive continuous improvement, ensures regulatory compliance and accessibility standards are met, and oversees resolution of escalated digital-channel incidents through the product team.
 

Key Responsibilities:
 
Product Delivery & Execution (30%):
    •    As the One Customer Unit Portal Lead, partner with the MB Financial Services Core team, MBUSA Digital Experience team, MB IT, and relevant stakeholders to support evolving business needs and deliver customer-facing solutions on MBFS.com, MBFS Fleet Customer Portal, and the MB Financial Services App.
    •    Partner with cross-functional development teams (software engineering, UX/UI, QA, release management) to deliver roadmap commitments end-to-end.
    •    Define clear acceptance criteria and business-ready user stories/requirements to enable predictable delivery and quality outcomes.
    •    Monitor product health and performance (KPIs/SLAs) with the Digital Experience Analytics team and drive data-informed optimizations.
    •    Ensure escalated incidents from customer service teams are triaged, prioritized, and resolved through the product and engineering teams, with clear stakeholder communications.

Product Strategy & Vision (25%):
    •    Lead the vision, delivery, and continuous improvement roadmap of digital products within the OneCustomerUnit Digital Experience area, including the MBFS Mobile Application, MBFS Retail Private Customer and Fleet/Commercial customer channels. 
    •    Serve as the business lead in an agile scrum team, defining and prioritizing product requirements to maximize business and customer value.
    •    Leverage customer feedback, competitive insights, data-driven analysis, and business insights to identify product innovation opportunities and drive improvement decisions.
    •    Act as the primary business contact for assigned products, ensuring quality through UAT, feedback rounds, and UX best practices. 
    •    Collaborate with cross-functional business and IT teams across the organization, leverage regional network and dealer insights, and determine the best path f