Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing 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.
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Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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