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We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

In this position...

We are seeking a highly motivated and technically proficient FCSD Software Strategy Analyst to drive improvements in software deployment, data quality, and the overall customer and dealer experience. This pivotal role combines strategic analysis with hands-on oversight of software updates and vehicle data integrity, aiming to eliminate deployment failures, reduce warranty costs, and champion the voice of the customer and dealer. The successful candidate will be instrumental in identifying pain points, defining impactful KPIs, and creating a partnership to implement data-driven solutions across the Ford Customer Service Division (FCSD) and EVDD ecosystem.

What you'll do...

Software Deployment & Data Quality Management:

+ Oversee initiatives impacting the End to End Software Serviceability journey; aligning with cross functional organizations to enable successful software updates at the dealership level.

+ Continuously improve processes for communicating software updates to dealers, ensuring clarity, accessibility, and addressing software deployment issues

Strategic Analysis & Customer/Dealer Advocacy:

+ Actively engage in and support the mapping of the dealer and customer process and journey, utilizing tools like Miro to identify pain points and visualize impact on various stakeholders, collaborating with the FCSD, UX and EVDD teams for comprehensive input.

+ Lead efforts to further derive pain points, align the right Directly Responsible Individuals (DRIs), and define measurable Key Performance Indicators (KPIs) that directly relate to the dealer and customer journey, including reframing existing KPIs and establishing new ones as necessary.

+ Leverage established channels (e.g., PTS, FMCDealer Community, Top Techs Recognition site, Technician Review Panel) to communicate effectively with technicians and gather real-time feedback.

+ Utilize data to inform pain point analysis and drive strategic improvements.

+ Identify and define any dealer/field roles that interact with customers regarding software issues to ensure accurate mapping within the journey.

+ Champion a culture of continuous improvement, focusing on streamlining processes rather than adding complexity for dealers, thereby driving utilization, efficiency, and customer experience.

SW Issue Resolution:

+ Focus on the early identification and strategic resolution of software-related issues impacting vehicle service, customer satisfaction, and dealer efficiency.

+ Drive the strategic development and program management of software improvements and fixes, working closely with SE&O, Engineering and Product Development teams to ensure timely and effective deployment to customers and dealers.

+ Lead cross-functional initiatives to address emerging software concerns, ensuring robust action plans and solutions are implemented.

+ Support the development of comprehensive business cases for strategic software enhancements and issue resolution programs.

+ Collaborate with relevant teams to ensure effective communication strategies are in place for software updates and issue resolutions, enhancing dealer and customer understanding.

You'll have...

Minimum

• Bachelor's degree in Engineering, Computer Science, Business Administration, or a related technical field.

• Minimum of 5 years of progressive experience in project management, product development, service operations, or a related field within the automotive or technology industry.

• Demonstrated experience with cross-functional teams and driving complex projects to completion.

• Strong analytical skills with the ability to identify pain points, define metrics, and make data-driven decisions.

• Excellent communication, interpersonal, and stakeholder management skills, with solid written and verbal abilities to communicate project status and results.

• Experience with customer journey mapping and User Experience (UX) principles

• Able to work independently with minimal supervision.

• Strong project management skills with the capability of organizing and managing numerous projects simultaneously from inception/feasibility through implementation.

Even better, you may have...

Preferred:

• Master's degree in a relevant field.

• Experience with Agile methodologies.

• Deep knowledge of Ford's dealer network and service operations.

• Strong problem-solving ability.

• Experience with cloud services and platform knowledge.

• Previous Certified Automotive Technician and/or Dealership experience.

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, 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.

For more information on salary and benefits, click here:

https://fordcareers.co/GSRSP1

This position is a range of salary grades 6-8 .

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. 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.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-TS3

**Requisition ID** : 53200