Manager, GuestXP Integration Platform

Ford - Dearborn, MI

Full-time - Manager

Dearborn, MI

Transportation Equipment Manufacturing

About the position

The Manager of the GuestXP Integration Platform at Ford Motor Company is responsible for leading the transformation of the automotive service experience for Ford and Lincoln customers and dealers. This role involves building innovative digital products and services that streamline appointments and enhance remote services, creating a seamless, customer-centric journey. The position requires collaboration with Ford and Lincoln dealerships and various Dealer Management System (DMS) providers, utilizing a lean, human-centered approach to solve complex problems.

Responsibilities

• Lead the development and integration of the Guest Experience Platform (GXP) to enhance customer service for Ford and Lincoln.
• Collaborate with dealerships and DMS providers to ensure seamless integration and functionality of digital products.
• Utilize analytical skills to assess and improve the customer experience throughout the service journey.
• Manage a team of software engineers and analysts to deliver innovative solutions that meet customer needs.
• Implement a human-centered design approach to problem-solving in the automotive service sector.

Requirements

• Bachelor's Degree or equivalent experience in a relevant field.
• Proven experience in software engineering and project management.
• Strong analytical skills with the ability to leverage data to drive decisions.
• Experience in the automotive industry or related technology sectors is preferred.
• Excellent communication and collaboration skills to work with cross-functional teams.

Nice-to-haves

• Experience with Dealer Management Systems (DMS).
• Familiarity with lean methodologies and human-centered design principles.
• Previous experience in customer experience management.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive health insurance plans.
• 401(k) retirement savings plan with company matching.
• Paid time off and holidays.
• Opportunities for professional development and continued education.