Customer Service Coordinator handling customer inquiries and support from home. Advocating for customers and resolving issues in a fast - paced environment.
About the role
- Manager leading the digital strategy transformation at Ford Customer Service Division. Enhancing dealership technology and digital customer experiences in a dynamic environment.
Responsibilities
- Lead the development and execution of a dealership technology partner integration and endorsement strategy, identifying and securing 2-4 strategic partnerships.
- Validate the go-to-market strategy for new dealer experiences, including assessing a dual-track model, and conducting comprehensive market and competitive analysis research.
- Define comprehensive dealer implementation plans for new technologies and digital tools, including establishing usage metrics, requirements, and performance standards.
- Formulate and execute a robust digital strategy specifically for the Ford Customer Service Division (FCSD) dealer experience, ensuring alignment with overall business goals and digital transformation initiatives.
- Partner with regional leads to ensure consistent deployment of new digital processes and tools.
- Build and nurture relationships with regional Ford leads and dealer partners to pilot initiatives and identify new best practices.
Requirements
- Bachelor’s degree in business, Marketing, Project Management, or a related field.
- 3+ years of experience conducting customer and dealer research to inform strategic decisions.
- 2+ years of experience managing or working with DMS (Dealer Management System) partnerships.
- 2+ years of project or program management experience, with a focus on technology implementation or digital strategy.
- Proven experience taking strategy from conception through successful implementation.
- Experience partnering with cross-functional Ford teams that face our dealers on a day-to-day basis.
- Master's degree in Business Administration (MBA) or a related advanced degree.
- Experience in the automotive industry, specifically with dealership operations, aftersales, or digital retail.
- Demonstrated ability to drive digital transformation initiatives and manage change effectively.
- Strong analytical skills with experience defining and tracking key performance indicators (KPIs) for digital products and services.
- Excellent communication, presentation, and relationship-building skills with diverse stakeholders.
- Comfort in a fast-paced, energetic, highly interactive environment that prizes excellence.
- Familiarity with Agile methodologies and continuous improvement processes.
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care 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.
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Area Customer Experience Specialist providing financial concierge services to customers and colleagues across branches. Responsible for customer transactions and educating clients about banking products and services.
Customer Service Associate III providing subject matter expertise and assistance for Equipment Finance customers. Handling inquiries, resolving issues, and collaborating with internal departments as part of a high volume service team.
Customer Experience Product Manager at Jiffy defining and executing strategies for customer care ecosystem. Focusing on enhancing customer journeys and improving tooling efficiency with scalable solutions.
Customer Service Operator processing alarm signals for Becklar Monitoring in a fast - paced environment. Responding professionally and accurately to stressful alarm situations and dispatching authorities as needed.
Customer Experience Manager at Zurich designing end - to - end customer journeys and improving customer satisfaction. Collaborating on CX projects and utilizing data insights for continuous improvement.
Customer Care Advisor responsible for providing support to customers via various channels. Ensuring high - quality service and resolving issues effectively in India.
Product and Learner Support Specialist at Harvard Business Publishing providing technical support for digital learning platforms. Managing support tickets and resolving issues related to system integrations and user access.
Senior Customer Care Consultant enhancing customer trip experiences at Intrepid Travel. Leading investigations and resolving complex issues to support customers during trips.
Application Support Specialist resolving complex software issues for Trimble's AutoBid platform. Supporting MEP professionals in transitioning to digital estimating workflows in a collaborative environment.