Principal Product Operations

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?

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

What you'll do...

We're seeking an experienced Principal Product Operations to join our Customer Journey team and drive the successful execution of at least two key strategic initiatives, such as Voice of the Customer (VOC), Go-to-Market (GTM), or Support. You'll play a crucial role in optimizing customer experience, streamlining processes, and launching new digital subscription products. In this role, you'll work closely with Product Managers to ensure a seamless customer journey across all touchpoints, while also supporting the development and implementation of project management best practices and processes that drive organizational efficiency. We're looking for a leader with a proven track record of delivering complex programs with measurable results, a passion for customer experience, and strong communication, collaboration, and influencing skills.

• Strategic Initiative Execution: Lead the execution of at least two key strategic initiatives, ensuring successful digital subscription product launches and a seamless customer experience.

• Project Management: Manage project timelines, resources, and dependencies, ensuring timely delivery and exceptional results.

• Voice of Customer (VOC) Program: Develop and implement a robust VOC program to capture and analyze customer feedback. Leverage third-party listening tools and collaborate with the BI team to define KPIs. Report on findings to drive process improvements and ensure customer satisfaction.

• Process Development: Define tools, processes, maintain documentation, and develop meeting cadences, governance frameworks, and workback plans.

• Go-To-Market Center of Excellence: Contribute to the growth and development of our Go-To-Market Center of Excellence, which focuses on streamlining processes through dedicated expertise, self-serve tools, and efficient procedures.

• End-to-End Customer Support: Contribute to the development and implementation of a comprehensive end-to-end customer support strategy, including enhancing support processes and tools to provide immediate solutions for trial extensions, refunds, payments, and guidance throughout the customer journey.

This position is remote unless the candidate lives within 50 miles of our Dearborn, Mi office.

You'll have...

• Bachelor’s degree

• 10+ years of demonstrated experience in leading organizational transformation and innovation, particularly enterprise agile transformations.

• 7+ years of Program Management / Product Ownership.

• 7+ years of experience leading complex, cross-functional projects with autonomy in an unstructured environment.

• 7+ years of experience with Jira, including as a Systems Administrator.

• 5+ years of experience with creation of Key Performance Indicators (KPIs) and associated dashboards to track project performance.

Even better, you may have...

• Master’s degree.

• Experience with in-vehicle architectures and their roadmaps, constraints, and complexities.

• Superior communication and persuasion skills; ability to communicate complex messages and trade-offs to tell a compelling data-driven story, and deliver recommendations for business action.

• Ability to influence without authority.

• Ability to think critically and apply a design/systems thinking approach toward operationally efficient work.

• Passion for self-growth and desire to learn new skills and gain knowledge

• Entrepreneurial spirit, persistence, and resilience; methodical thinker with an ability to thrive on and drive change while navigating ambiguity.

• Process documentation and training experience.

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, 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.

For a detailed look at our benefits, click here:

https://fordcareers.co/LL5NonHTHD

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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Requisition ID : 36694