Service Lead Manager, Customer Service Division Digital Solutions

Service Lead Manager, Ford Customer Service Division Digital Solutions Job Description

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?

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

In this position...

You will be instrumental in bridging strategic vision with practical implementation, shaping the future of how Ford generates, nurtures, and converts service leads. Your leadership will directly impact key business outcomes, leveraging data-driven insights and innovative solutions to enhance customer satisfaction and operational efficiency across our network.

What you ll do...

In this role, you will lead initiatives to enhance our service lead management capabilities, ensuring alignment with FCSD s strategic direction and Ford s overall business objectives.

• Support Service Lead Management Strategy & Execution:
  
  Drive the development, refinement, and executive approval of the service lead management strategy, including channel approaches and conversion rates, and spearhead the execution of key initiatives like the Retail VCP Dealer Activation plan.
• Develop and Implement Performance Measurement & KPIs:
  
  Establish and refine clear, measurable metrics and Key Performance Indicators (KPIs) for service lead management, tracking performance across all channels and enablers.
• Analyze Data and Quantify Business Value:
  
  Utilize data-driven insights to analyze performance, quantify the business value and ROI of digital transformations (e.g., revenue growth, efficiency), and inform strategic decision-making.
• Drive VCP Enabler Development & Growth:
  
  Lead initiatives to significantly grow service lead volume and 3rd party data sharing consent, including developing business value frameworks and supporting related growth tactics and reporting.
• Enhance Dealer Engagement & Support:
  
  Develop and implement comprehensive FCP plans, including job aids, FAQs, and dealer-facing reporting tools like the Dealer Hub Tile, to improve dealer understanding and conversion performance.

Provide Strategic Leadership and

Cross-functional Collaboration:

Guide and mentor project teams, and collaborate effectively with senior leadership and cross-functional partners to ensure all digital initiatives align with FCSD s strategic direction and overall business objectives

You'll have...

Minimum

• Bachelor’s degree in Business Administration, Information Technology, Project Management, Marketing, or a related field.
• 7+ plus years of professional experience
• 3-5 years in a managerial or lead role overseeing projects or significant work streams.
• Proven experience in managing digital projects and executing digital transformation initiatives, with a track record of taking strategy from conception through successful implementation.
• Demonstrated experience in tracking, analyzing, and reporting on key metrics, KPIs, and quantifying business value.
• Strong communication, interpersonal, and collaboration skills, with the ability to engage and influence stakeholders at various levels.
• Solid analytical and problem-solving skills, with the ability to identify complex issues and develop practical, data-driven solutions.
• Experience partnering effectively with cross-functional teams.

Even better, you may have...

Preferred

• Master's degree in Business Administration (MBA) or a related advanced degree.
• Experience with in the automotive industry, particularly in customer service, aftersales, parts, or aftermarket operations.
• Demonstrated ability to drive digital transformation initiatives and manage change effectively in a complex environment.
• Strong analytical skills with experience defining and tracking key performance indicators (KPIs) for digital…