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Service Reservations Analytics & Reporting Manager

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?

The Customer Experience (CX) team delivers owner and user experiences that save time, improve lives, and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family.

In this position...

Our goal is to enhance the convenience and efficiency of vehicle service, thereby increasing customer satisfaction with the ownership experience, strengthening customer loyalty, and building trust in Ford Motor Company. The Service Reservations Analytics and Reporting Manager will connect with product teams, engineering, and operations. The mission is to analyze product performance and behavioral data along with customer feedback to monitor progress. The Analytics and Reporting Manager will identify areas of improvement, shape decision-making for future roadmaps, and recommend adjustments to achieve targets. This is a unique opportunity to shape the future of customer service at Ford Motor Company and leave a lasting impact on the company’s success.

What you'll do...

The Analytics and Reporting Manager works with product owners, managers, and operations to define key metrics, oversee collection and analysis of data, including performance and dealer feedback. The Analytics and Reporting Manager is responsible for the data elements and transmission to Global Data Insight and Analytics (GDIA) for internal and external metrics analysis and reporting. This includes developing and presenting reports supporting Key Performance Indicators (KPI).

Key Responsibilities:

+ Lead data analytics team inside CX and cross functionally, manage analytics projects, processing and analysis of data

+ Create and maintain KPIs, product dashboards, product quality tracking, and advise tagging strategy

+ Report and present KPIs, appointment success metrics, pilot and launch success metrics and inform Go / No Go decisions

+ Collect and analyze customer and dealer feedback and usage metrics and provide guidance to product teams and operations

+ Maintain and publish data dictionary and related elements

You'll have...

+ Bachelor's Degree

+ 3+ years of experience in leading data analysis teams

+ 3+ years of problem-solving experience with ability to convey complex information simply

Even better, you may have...

+ Six-sigma blackbelt experience or certification

+ Strong relationship building and ability to foster positive relationships across teams

+ Strong verbal and written communication skills

+ Desire and curiosity for continuous improvement

+ Experience managing teams with lean-agile program management practices and tools such as Rally, Jira, etc

+ Proficiency in Excel, Access, Alteryx, or Qlik Sense for data manipulation and reporting

+ Experience in digital products development

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.

This position is a leadership level 6.

For more information on salary and benefits, click here: https://fordcareers.co/LL6SP1

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-MK1

**Requisition ID** : 53381