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Title: VP Program Manager
Location: Southfield, MI, US
Job Type: Full-time with Benefits
Who We Are
For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
The Ford Vehicle Personalization Sales and Marketing Program Manager is responsible for overseeing and coordinating all aspects of employee management. This includes the direct management of Accessory Field Managers, eCommerce Tier 2 escalation team, e-commerce marketing specialists, and operational coordinators. Our primary objective is to collaborate with cross-functional teams to significantly increase accessory purchases by Ford Authorized Distributors (FADs) and Ford Dealerships. Meeting and surpassing performance metrics by effectively managing the teams is our top priority.
Day to Day Responsibilities
- Operational Excellence: Analyze the process flow to identify bottlenecks, redundancies, delays, and areas of waste or inefficiencies within the Dealer Channel, Dealer Installed Options, and e-commerce. Discover the key factors that drive accessory purchases and boost the closing ratio of e-commerce case management.
- Report Creation: Develop reports by merging data sources, summarizing with pivot tables, and providing to Ford Leadership Team weekly and bi-weekly.
- Performance Metrics and KPIs: Establish relevant performance metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of the process. Monitor and track these metrics regularly to identify deviations from targets and pinpoint areas requiring improvement.
- Stakeholder Engagement: Involve stakeholders and subject matter experts from various departments or functions in the analysis process. Solicit feedback, insights, and perspectives from those directly involved in executing the process to gain a comprehensive understanding of potential inefficiencies.
- Performance Monitoring and Feedback Loop: Continuously monitor the performance of the revised process following the implementation of corrective actions. Solicit feedback from stakeholders and users to assess the impact of the changes and identify further opportunities for refinement.
- Supplier Relationship Management: Cultivate and maintain strong relationships with Tier 1 suppliers and partners involved in accessory development and production. Establish performance metrics and drive continuous improvement initiatives to optimize supplier performance and quality.
- Quality Assurance: Work closely to define and implement rigorous quality standards and processes. Ensure compliance with industry regulations and customer specifications to deliver key performance metrics.
- Stakeholder Collaboration: Collaborate closely with internal stakeholders, including design, procurement, and sales teams, to ensure seamless coordination and execution of accessory sales through FADs. Function as the primary point of contact for all program-related communications.
- FAD Focus: Focus on championing the voice of the FAD, gathering feedback, conducting surveys, training, and incorporating FAD insights.
- e-Commerce: Collaborate with stakeholders on the e-Commerce team to ensure that the case management closing ratio is met and that other assigned tasks are feasible without hindering the current case load.
- Ford Accessory Field Managers: Are responsible for overseeing daily activities and managing relationships with FADs, Ford Market Area Field Teams, and Dealers. They are focused on boosting sales through various programs, including the Top 300 Ford Dealers program. These managers act as an extension of the General Office in Dearborn and are considered the subject matter experts.
- Operational Coordinators/eCommerce Marketing Specialist: Minimal supervision required. 1:1 Performance reviews, time off request and other as needed. Other (TBD)
- Continuous Improvement Culture: Foster a culture of continuous improvement within the organization, where employees are encouraged to identify and address inefficiencies proactively. Provide training and resources to empower employees to contribute to process optimization efforts.
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience.
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