Subscriptions Operations Specialist

The Enterprise Connectivity team has been established to create lifetime value for our customers by delivering sticky connected experiences that are simple and engaging for customers, can generate sustainable returns for Ford & equip the enterprise to derive value from connected vehicle data.

Enterprise Connectivity is the business responsible for Ford’s retail connected customer experience in and out of the vehicle. This includes the FordPass App and Web, the FordPass Connect Modem, over the air updates and SYNC/vehicle HMI.

Role Responsibilities:

The Operations Specialist, in the European Subscriptions Operations Team, will be responsible for leading the day-to-day operations of the European Subscriptions Business in our current 21 markets. This is an opportunity to play an important role in a fast-evolving area that will be key to Ford’s future competitiveness, financial performance and success with vehicle electrification and autonomy.

• Technical Integration and Test Plan Co-Ordination:
• Owning the User Acceptance test plans for new subscription products and working with IT teams to ensure that Ford are launching fantastic new products and experiences to our customers.
• With a customer and competitive lens, lead end-to-end vehicle testing for digital experiences to deliver best in class product launches. A full UK driving license will be required.
• Build understanding of the total subscription business operation (incl. architecture, billing, revenue, data analysis, KPI’s) and help other areas of the Ford Business integrate with an always on revenue model (e.g. FordPass rewards, community).

• Customer Operations Lead – Voice of the Subscription Customer:
• Taking accountability for customer issues reported by the Customer Support teams and driving them to a quick resolution within service level agreement targets.
• Sharing customer insights and expertise with the wider Enterprise Connectivity team on a regular basis to make key decisions on the future business, improving customer experience and subscriptions sales.
• Pro-actively monitoring the Subscriptions Sales Platform to identify major or reoccurring issues and leading root cause investigation forums to identify corrective and prevent reoccurrence actions.
• Discovering new channels to better understand customer behaviour, insights, and feedback.
• Looking for opportunities to introduce new processes that improve the operational efficiency of the subscriptions business.

Qualifications and Skills:

• Customer focussed; identifies customer needs and puts them at the forefront of decisions.
• Comfortable to speak up and contribute with a new perspective, the operations specialist will have the best insights into customer feedback and will carry the customer view forward confidently.
• An entrepreneurial dynamic mindset, the successful candidate will be crucial to the success of the European Subscriptions Business.
• Experience of working with complex systems (e.g. IT, Engineering) with multiple global stakeholders.
• Experience of leading root cause investigation work with cross-functional teams.
• Energetic, with a sense of urgency; the ability to prioritise and get things done in challenging conditions and maintain positive focus.
• Ability to deal with ambiguity, competing business requirements and priorities.
• A genuine interest in new technology and subscriptions.
• Good IT skills, including MS Excel and PowerPoint. JIRA, Ariba, Tableau and Smart IT experience will be helpful.
• Education is important to us; ideally, you’ll have a Degree or equivalent in hand, but if that’s not the case (and you have experience/ skills you feel are relevant and beneficial to the role) we’re interested to hear from you.

Additional Information:

• This role is based at Here East in Stratford and business travel can be expected.
• We are currently commencing our hybrid working model that includes accommodation of working-from-home and/or flexible hours (within our operational requirements).
• We are keen to encourage applications from job-share applicants, who would like to work with another job-share applicant to do this role (even if you currently do not have a job-share partner).
• If you are concerned about travelling to site due to disability (or other reason), please contact us; we’re an inclusive team and would like to discuss what adjustments we can make to support your application.
• We believe your development is important; we will support your professional and personal development, based upon your aspirations and needs of the role.

Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of gender, marital status, civil partnership status, parental status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion/belief, gender reassignment and gender identity, age, and those with caring responsibilities.