Vehicle Onboarding & Delivery Experience Manager

Ford Motor Company

Lead for Delivery Day Tool (DDT) enhancing onboarding experiences at Ford. Drive collaboration for seamless customer journeys in dealer operations.

Posted 6/4/2026full-timeDowners Grove • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $115,500 - $218,100 per yearWebsite

About the role

Key responsibilities & impact

Directly responsible for creating the north star vision, dealer & customer journey and enablers, for what awesome looks like for Delivery and onboarding/setup with DDT for Ford, Lincoln US & Canada.
Partner with Dealer Operations to gather insights from dealers to represent voice of dealer in future roadmap
Be subject matter expert through GEMBA and pulling together key data to identify customer and dealer pain points to turn insights into product enhancements by driving the right resources to deliver DDT roadmap.
Work cross-organizationally for key experiences in DDT that support Integrated Services, Ford App, Modem Activation, Preferred Dealer, and FCSD
Comfortable interpreting and sharing data from dealer and customer feedback, and engineer quality – including QNPS, OneCX, etc.
Partner closely with product owners, Engineering, and UX to drive the delivery of an innovative, compelling, and user-friendly experience to our dealers in support of our customers.
Drives cross team execution including training
Owns POV on what the right content strategy is and working with the marketing communications/content team to bring that POV to life.

Requirements

What you’ll need

Bachelor Degree or a combination of relevant education and experience
5+ years of experience with dealer operations and/or dealer education with a passion for delivering great customer experience and an ability to empathize with our consumers
3+ years of experience working in a matrixed team structure and influencing across product areas
3+ years of experience delivering OKRs by tracking, optimizing and pivoting against those OKRs
2+ years of digital or physical retail experience.
2+ years of critical thinking skills and proven application of Human Centered Design methods with the ability to develop and usher strategy through various phases of development using human centered design (including implementation).
The ability to mine third party research, customer feedback and internal analytics
Experience with orchestrating data across multiple sources to create a unique user experience
Self-starter; ability to work independently with minimal supervision in a fast-paced environment
Strong oral and written communications (able to effectively assert point of view)
Ability to tell customer stories through clear, compelling, and concise Journey/presentation.

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

dealer operationscustomer experienceOKRsHuman Centered Designdata analysisdigital retailcontent strategyproduct enhancementscross-organizational collaborationjourney mapping

Soft Skills

critical thinkingempathycommunicationself-starterindependent workinfluencingstorytellingtrainingcollaborationproblem-solving

Certifications

Bachelor Degree