Ford Pro · 22 hours ago
Service Lead Manager, Ford Customer Service Division Digital Solutions
17333 Federal Dr, Allen Park, MI, 48101, US
Full-time
Hybrid
Mid, Senior Level
$113K/yr - $213K/yr
7+ years expFord Pro is a division of Ford dedicated to enhancing customer service and satisfaction. The Service Lead Manager will bridge strategic vision with practical implementation, focusing on developing and executing service lead management strategies to drive performance and operational efficiency.
AutomotiveFleet ManagementSoftware
No H1B
Responsibilities
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
Establish and refine clear, measurable metrics and Key Performance Indicators (KPIs) for service lead management, tracking performance across all channels and enablers
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
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
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
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
Qualification
Required
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 workstreams
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
Preferred
Master's degree in Business Administration (MBA) or a related advanced degree
Experience within 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 products and services, including ROI analysis
Familiarity with cloud platforms (e.g., GCP), data analytics, and AI/ML integration relevant to service lead generation and management
Experience with project and product development management tools (e.g., Jira) and business intelligence tools for reporting (e.g., Tableau, Power BI)
Familiarity with Agile methodologies and continuous improvement processes
Excellent communication, presentation, and relationship-building skills with diverse stakeholders, fostering a collaborative and high-performing environment
Benefits
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.
Company
Ford Pro
Ford Pro is a productivity accelerator designed to drive the business forward, delivering solutions to commercial customers of all sizes.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew Frick
Interim Head
Recent News
2025-10-04
2025-10-01
Company data provided by crunchbase