Autonomous Vehicle Customer Support Lead

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Autonomous Vehicle Customer Support Lead
Ford Motor Company

Job Description
Position Overview/Description:

We are seeking exceptional candidates to join our growing Autonomous Vehicle (AV) business team! Autonomous Vehicles are an important part of Ford’s future and we’re looking for the best and brightest. The role will require critical thinking, problem solving capabilities, and a “get it done” attitude to help make strategic decisions that will enable Ford to be a leader in autonomy, connectivity, mobility, customer experience, and analytics. As the Autonomous Vehicle Customer Support Lead, you will work closely with our AV pilot projects to ensure that customer experiences are aligned and supportive of our brand, and position the Company as a trusted partner for commercial and personal customers.

  • Lead AV Customer Support and Remote Operations strategy development by leveraging internal and external knowledge and resources
  • Work with cross-functional teams across the enterprise, from IT (Information Technology), GCCT (Global Contact Center Technology), FCSD (Ford Customer Service Division) and PD (Product Development) to execute the strategy and deliver a seamlessly integrated AV Customer Support business operation in a timely and cost-effective fashion
  • Lead multiple projects related to the AV Customer Support operations - including objectives, scope, detailed tasks, milestone delivery and timing
  • Distill data, insights, and information into compelling, easy-to-digest presentation materials
  • Fully understand Ford AV business strategy and actively seek opportunities to improve the business model
  • Deliver a customer satisfaction program based on the pillars of:
    • Trust – Customers want to know on-demand support is available in case of difficult/emergency situation
    • In Control – Customers want to be able to access support when needed and get updated on the situation
  • Experience – Customers want to be able to enhance their journey through knowledge / information from Customer Support

Job Requirements:
Basic Qualifications:

  • Bachelor’s Degree or in lieu High School Diploma or Equivalent AND 10+ years of customer service experience
Preferred Qualifications:

• Experience leading a team and driving the team to actionable results
• 2+ years in business planning, project management and/or mobility solutions role
• 2+ in a Customer Service Operational role
• 2+ years demonstrated analytical skill set including the ability to collect & quickly analyze market and consumer data
• Able to lead and drive a team to actionable results
• Strong business acumen
• Ability to think and act independently in a fast-paced, dynamic environment
• Hands on experience in the area of direct customer and operational support
• Drive for knowledge-driven, high quality customer and agent interactions
• Ability to exceed customer expectations through delivery of a consistent, seamless customer experience across multiple channels
• Anticipate and plan for emerging technologies in the AV customer service sector
• Proficient in the ability to plan, organize & drive results in an unstructured environment
• Demonstrated capability of oral / written presentation skills – able to represent a concise point of view (POV) and communicate ideas in a clear, concise, and compelling manor
• Proven ability to coordinate complex teams to ensure all aspects of projects are compatible, assumptions are aligned and deliverables are met on time

The distance between imagination and … creation. It can be measured in years of innovation, or in moments of brilliance. When you join the Ford team discover all the benefits, rewards and development opportunities you’d expect from a diverse global leader. You’ll become part of a team that is already leading the way, with ingenious solutions and attainable products – and it is always ready to go further.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Ford Motor Company is 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.