• Job Description

  Req#: 15557

  Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, products, and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, offering a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

  Reporting to the Global Head of Customer Success, this role is responsible for the Digital transformation strategy within Ford Pro’s Contact Center of Excellence (CCOE). This role will simplify the customer and agent experience by re-designing commercial customer case management, streamlining issue resolution through automation, and implementing AI and NLU for Omni channel experiences. The successful candidate will work with various leaders across the business to strategize, plan and implement process and technology improvements aligned with Ford Pro business outcomes.

  In this position...
  

  • You will lead the design and transformation towards the “contact center of the future” by streamlining business processes and automating workflows using next-gen technologies.
  • Develop process recommendations across channels (phone, email, chat), to deliver agent productivity and reduced transfers.
  • Create, maintain, and align roadmaps with business and technology partners across the organization globally.
    

  Qualifications

  You'll have...

  • Bachelor’s degree in business, computer science or another related field
  • 5+ years of contact center experience in driving transformational change with clear business outcomes, including building Conversational AI, voice, and/or chatbot contact flows.

  Even better, you may have…

  • Data-driven skills with an analytical mindset to assess, analyze and optimize the transformation plan to deliver successful outcomes.
  • Familiarity with contact center platforms/tools (e.g., Salesforce, Cisco, Verint, etc.)
  • Understanding of Contact Center operations and call routing practices.
  • Ability to work in fast-paced environment with multiple priorities.
  • Understanding of Lean Six Sigma is a plus.
  • Strong Communication and Presentation skills.
  • Strong collaboration skills working within and outside the company.

  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, and prescription drug coverage
  • Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care 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://clicktime.symantec.com/15tpDLEQdiSdssGvVu2Li?h=8-lHhYaj0eqenLjMQMyY0s53hHvcaVM290KUYinRsag=&u=https://fordcareers.co/GSRnon-HTHD

  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.

  #LI-Remote

  Responsibilities

  What you'll do...
  

  • Create business requirements and use cases for technology and operational implementation to deliver process change and automation.
  • Collaborate with User Experience and Telephony teams to evaluate digital capabilities such as chat, SMS, and conversational AI to enable self-serve for Always-on experiences.
  • Enable reporting and analytics to provide visibility into customer needs, issues, trends, underperforming areas and enable those insights for executive dashboards.
  • Perform proactive root cause analysis on performance metrics based on Lean principles to drive continuous process improvements in customer satisfaction inclusive of various methods such as Net Promoter Score and Customer Effort Score.
  • Establish and manage governance framework with other Ford divisions, vendor partners and constantly seek to identify opportunities for contact center modernization.
    

• About the company

  Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation.

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