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Ford Motor Company Director of Experience Strategy, Model e in Boston, Massachusetts

ABOUT FORD

Come help build a better world, where every person is free to move and pursue their dreams …Ford Motor Company was built on the belief that freedom of movement drives human progress. It’s a belief that has fueled our passion to create great cars and trucks. And today, it drives our commitment to become the world’s most trusted mobility company, designing vehicles for a smart world that helps people move more safely, confidently, and freely. Ford is experiencing significant business transformation in an ever-changing digital world. We are dedicated to delivering distinctive products and solutions, having an “always on” relationship (Ford+) with customers and continuously improving our user experience.

The Opportunity

This key leadership role in Model e will have the opportunity to lead industry transformation as Ford redefines and implements a new customer business system supporting our EV customer experience. This position will lead transforming our team into Business owners, build our retail operations headquarters, upskilling the teams business economics competencies, as well as leading the development and implementation of our renewal strategy.

The Team/Organization

At Model e we are passionate about solving hard problems and delivering extraordinary solutions to change the world. We challenge competitors, bureaucracy, obstacles and even our own assumptions. We have zero tolerance for bias or personal agendas. We are swift and decisive, trusting the experts, believing the data, seeking out and listening to bold intuition – regardless of the source. We are insurgents, averse to complexity, suspicious of habits and open to risk. We constantly learn. We focus on the mission and deliver with urgency and speed.

The position will report to Cole Buccafurri – Global Director Consumer Experience – Shop/Buy who reports to Marin Gjaja, Chief Customer Officer, Model e.

This role is open to candidates who are remote/hybrid.

What you’ll be able to do:

  • Serve as customer advocates - Champion the consumer experience, utilizing research, connected vehicle data, critical thinking, human-centered design principals to ensure we deliver on our customers’ expectations and needs in the horizon.

  • Lead developing what a retail operations structure for post launch optimization means for Shop/Buy/Deliver. Including what is the scop, as well as skills and process needed. Areas included in this are:

  • Merchandising

  • Segmentation strategy for channels

  • Retargeting strategy

  • Lead generation optimization (T1 & T3)

  • Conversion funnel optimization

  • Lead developing and evolving our consumer business model strategy for shop, buy, deliver. Including how we track and adjust across NPS targets/segments, and business economics KPIs.

  • Partner with the broader team to up-skill their competencies in business modeling and economics.

  • Build & operate the renewal experience and business. Including setting the strategy, designing the experience and partnering with a team to build it out.

  • Partner with our customer care strategy team to evolve and implement our Dealer tech stack strategy.

  • Orchestrate internal skill teams and external partners to prioritize and deliver holistic priority experiences and go-to-market plans.

The Person

Minimum Requirements:

  • Bachelor’s degree in an appropriate field of study

  • 15+ years’ experience both in Consulting or Heavy Business Modeling as well as implementation experience in either:

  • Retail operations across online and instore for a major retailer

  • Product Management or owning the delivery of physical and digital experiences for a major retailer

Preferred Requirements:

  • Master’s degree or MBA in an appropriate field of study

  • Strong interpersonal and communication skills required

  • Creative thinker

  • Ability to work in grey/white space without a pre-defined process or structure

  • Customer centric approach with a ‘consumer first’ mindset

  • Cross-functional partnership/management experience, ideally in a matrixed environment

  • Resilient leader who understands need to drive enterprise-wide alignment and displays influencing skills at all levels

  • Innovator, analytic creator and strategic thinker

  • OEM/Dealership Relations experience/exposure

What you'll receive in return

As part of the Ford family, you’ll enjoy excellent compensation, and a comprehensive benefits package that includes generous PTO, retirement, savings and stock investment plans, incentive compensation, and much more. You’ll also experience exciting opportunities for professional and personal growth and recognition.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at time of hire. Visa sponsorship is not available for this position.

Ford Motor Company is 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.

At Ford, the health and safety of our employees is our top priority. Vaccination has been proven to play a critical role in combatting COVID-19. As a result, Ford has made the decision to require U.S. salaried employees to be fully vaccinated against COVID-19, unless employees require an accommodation for religious or medical reasons. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination or an approved medical or religious exemption.

Requisition ID : 7200

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