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?

The Customer Experience (CX) team delivers owner and user experiences that save time, improve lives, and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family.

We are seeking a dynamic U.S. Ford Service Reservation+ Implementation Manager to lead the effort in scaling the new Ford | Lincoln Service Reservation+ (FSR+/LSR+) platform designed to modernize the online service reservation customer experience throughout the U.S. dealership network. As one of the key leads delivering the go-to-market strategy, you will champion dealer enrollment, product launch/implementation, and ongoing sustainment of the FSR+ platform; delivering an unparalleled service scheduling experience that sets our brand apart for customers nationwide. In addition, this role requires maintaining a close relationship with the dealer network and Field teams to effectively bring the voice-of-dealer and customer into the FSR+ product lifecycle, ensuring that their needs and insights are integrated into every stage of FSR+ development and enhancements. By collaborating closely with various functions of the Ford enterprise, including FordBlue, FordPro, Model e, Lincoln, FSR+ Product/IT and more, you will drive the successful launch and deployment of cutting-edge product features.

What you'll do...

This position serves as the co-lead for the FSR+ go-to-market strategy, dealer enrollment, implementation, and sustainment of the FSR+ platform across the dealer network and in close collaboration with the Field (CX, Service, MSX) to deliver a brand-differentiating service scheduling experience for our customers.

Co-lead the Ford/Lincoln Service Reservation+ dedicated Field team (MSX) responsible for installation, utilization, and sustainment of the FSR+ platform across the U.S. dealer network.

Represent the voice of the dealer and customer within the cross functional internal FSR+ team (Product, Marketing, IT/Engineering) to ensure FSR+ will deliver value to the dealer users and customers.

Support FSR+ Program Manager in dealer selection for FSR+ implementation prioritization and manage the product constraint funnel.

Improve and manage the FSR+ in-dealership sustainment process with external suppliers (MSX and Percepta):

Identify key improvement targets based on low dealer utilization

Deploy in-dealership resources to focus on improving FSR+ utilization

Collaborate with Field Ops to manage all Field and dealer communications

Establish ongoing dealership and field training curriculum and support

Establish a robust FSR+ product enhancement communications strategy for the Field / Dealers to effectively communicate and maximize utilization of all newly released product features and functionalities.

Responsibility for the day-to-day operation of the dealer-facing FSR+ Program Headquarters (PHQ)

Operates as a traditional incoming call-center

Assists in all FSR+ pre-launch activities (e.g., DPES enrollment, Dealer Profile Assessments, DMS Authorization, etc.)

Coordination of dealer launches and ongoing sustainment visits

Provide weekly/monthly input for executive leadership reporting and communications (e.g., Ops Flash, Speedboat, Mktg Ops Review)

Support development and tracking of measures of success (OKRs)

Collaboration with Mobile Service and Pickup & Delivery teams to support their efforts in scaling remote experiences via our digital tools

Co-lead bi-weekly FSR+ Regional meetings with MSX Market Area Manager

Ensure FSR+ homepage on FMCDealer contains updated resources (e.g. FAQs, videos, etc.)

Manage the communications, coordination, and execution of the FSR+ platform with internal partners and external suppliers, including:

Collaboration with Ford Field organization to align on key metrics, OKRs, and target dealers

Collaboration with Field Ops to manage all Field and Dealer communications

Lead the training and education of the Field/Dealers on FSR+ platform, partnering with our vendors to ensure consistent processes

Develop Org meeting content on FSR+ to deliver to the field

Collaboration with the Field / Field Ops teams to develop Best Practices, Playbook materials, and training tools for Field and Dealers

Develop content and provide presentation support for key dealer-facing initiatives (NDEC, R4R, Field Meetings, Field Office Hours, Dealer Best Practice Sessions, Grass Roots Meetings, NADA, etc.)

The position is U.S. based but will have global collaboration opportunities (i.e., Online Service Reservation best practices, etc.)

We are looking to build a diverse team that brings together multiple backgrounds and experiences. Diversity of thought is critical to ensure we position Ford for success now, near, and in the future. Success will require a mix of talent that collectively understands our customer and our dealers, as well as works collaboratively across multiple departments (Dealers, Field, Field Ops, Engineering, IT, Suppliers, etc.).

You'll have...

Bachelors Degree in Marketing or related of field of study

Experience and ability to:

Lead through influence and collaborate across the Enterprise

Use data and customer insights to influence strategic decisions

Develop measures of success (OKRs) for assigned initiatives to track ongoing performance – customer, financial, operational

Strong preference for extensive Field/Dealer contact experience with a deep understanding of dealership Fixed operations

Key Leadership Behaviors

Communication

Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization (e.g., Senior leadership, Dealers, Regions, departments)

Possess strong interpersonal skills, demonstrating professionalism in all actions.

Own Working Together

Collaborative team player focused on building strong relationships.

Believe in skilled and motivated people working together.

Focused on continuous development of self and others.

Strategic Thinker

Ability to work independently, thought leadership, forward-thinking.

Supplier/Partner Management

Interact extensively with and influence business leaders, partners, and vendors.

Ensure effective supplier relationships while managing overall Ford+ Supplier delivery.

Participate with Program Management, Contracts, Business Offices, and Purchasing to shape SOWs and related negotiations

Even better, you may have...

Preference for multiple years of experience in Marketing, Sales, and Service

It is nice to have Project Management of various features/projects with timely delivery of results.

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.

This position is a leadership level 6.

For more information on salary and benefits, click here: https://fordcareers.co/LL6NonHTHD

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. 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.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location. #LI-Hybrid #LI-RR1

Requisition ID : 42010