Address
Form of work
SalaryLaunched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.
In this position...
Ford Drive is seeking a proven Head of Customer Care who will lead day-to-day activities of the Help Center and Payments and Billing teams. You should have deep experience in developing and implementing operational processes that empower team members, delight customers, influence the product, achieve goals, reduce costs and deliver the brand promise. You will report to the Head of Ford Drive Sales and Customer Care. You will manage a team of 1-5 direct reports who are based around the country.
You'll have...
- Bachelor’s degree in relevant field of studies
- 3+ years of experience in a collections or loan servicing, fraud or risk role
- 3+ years of experience in a Customer Care, help center or contact center management role
- Experience directly interacting with B2C customers
- Experience managing customer-facing teams in a B2C business model
Even better, you may have...
The ideal candidate is someone with a hybrid background including some blend of startups, private companies, and/or large multinational companies.
- Ability to build relationships across the organization, at all levels
- Ability to get ‘hands-on’ to solve problems alongside the team
- Previous experience in a new, ambiguous, fast-paced environment
- Ability to multi-task and drive parallel projects and distributed teams with tight deadlines
- Experience managing third-party providers or vendors
- Strong verbal and written skills and can communicate and report in a concise, compelling manner
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 childcare 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://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 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-Hybrid
What you'll do...
- Develop and implement processes and policies to enable efficient customer issue resolution.
- Develop and implement policies for collections, asset recovery and legal and debt settlement.
- Influence improvements to the teams’ software and other tools.
- Coach, train and attract a team to reinforce Ford OS behaviors and support business goals.
- Create, analyze, manage and report key performance metrics and drive continuous improvement.
- Manage the more complex edge cases and escalations and establish best practices to reduce escalations.
- Build and maintain trusting relationships with Ford Drive stakeholders to strengthen cross-functional success.
