JOB SUMMARYThe Director, Project Management - Sales and Service Operations will lead the project management workstreams that prepare the commercial organization, dealer network, fleet customers, specialty body manufacturers, end user marketing and service support model for transition and launch. This role will help ensure customers have an acceptable and familiar experience, continued access to support through the Ford Pro Dealer network or other dealer outlets, backlog readiness, dealer readiness, and a smooth transfer into the market.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Develop and manage the sales, service, dealer readiness, customer transition, and market launch project plan.
- Coordinate readiness activities for existing dealers, builders, fleets, specialty body manufacturers, and RV customers to support continuity at launch.
- Partner with sales, service, marketing, finance, legal, operations, Ford Pro Dealer network stakeholders, and customer-facing teams to align communication, process, support, warranty, training, and escalation plans.
- Work alongside functional departments to develop an appropriate CRM and Ordering process for this market segment.
- Manage backlog readiness, customer communication milestones, dealer onboarding, sales operations processes, service support processes, and customer experience metrics.
- Identify and mitigate risks related to customer retention, dealer support, market acceptance, service readiness, pricing competitiveness, delivery expectations, and quality perception.
- Provide regular updates to the Sr Director on commercial readiness, customer transition risks, dealer readiness, and key decisions required.
- Launch occurs with committed backlog and a clear customer transition plan.
- Existing dealers, builders, fleets, and service stakeholders are prepared to support a seamless market transfer.
- Ensure customer, dealer, fleet operator, and builder experience remains acceptable and consistent with expectations.
- Sales and service operating processes are defined, communicated, and ready before launch.
KNOWLEDGE, SKILLS AND ABILITIES FOR SUCCESS- Experience supporting commercial vehicle, automotive, dealer, fleet, RV, specialty body, or industrial customer channels preferred.
- Strong communication, customer orientation, cross-functional coordination, and issue-resolution skills.
BASIC EDUCATION AND EXPERIENCE REQUIRED- Bachelor's degree in business, operations, marketing, engineering, or a related field required.
- 8+ years of project management, sales operations, service operations, dealer network management, customer transition, or commercial launch experience.
- All candidates must be a U.S. citizen or permanent resident. Candidates must be authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.
WE VALUE- Ability to anticipate and understand customer needs and provide guidance
- Excellent interpersonal and customer relationship skills to handle difficult and sensitive matters.
- Strong project management skills. Exposure to difficult or complex projects a plus.
- Ability to influence stakeholders
- Effective communication and ability to communicate complex details in a clear manner.
- Flexible workspaces and work hours to help you unleash the best you.
- Working in a collaborative team and balancing the needs of individual stakeholders while delivering corporate objectives.
INCLUDES- Continued Professional Development
- Benefits including medical, dental and vision insurance, 14 paid holidays, vacation time and 401k matching
WORK CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Office environment and production environment
- Must work in a manufacturing environment with exposure to heat, cold and noise
- Fast-paced production area with moving objects and sheet metal
- Occasional periods of standing or sitting for extended periods of time
- You must wear appropriate PPE when and where required
- Frequent weeks working 40+ hours
- Frequent communication with people throughout the day
*The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
