Director of Customer Success & Operations, Ford Pro Solutions

Job Description

As the Head of Customer Operations for Ford Pro Solutions, you will be responsible for leading and scaling our customer-centric operations across North America and Europe. This pivotal role encompasses customer onboarding, customer success, and billing operations, ensuring a seamless and valuable experience for our customers throughout their journey with Ford Pro. You will drive operational excellence, improve customer satisfaction, and contribute directly to revenue growth and customer retention.

You will lead a diverse team, fostering a culture of collaboration, innovation, and continuous improvement. Your strategic vision and operational expertise will be critical in optimizing processes, implementing best practices, and leveraging data to drive informed decision-making.

Responsibilities

The primary responsibilities for this position include but are not limited to:

• Strategic Leadership: Develop and execute a comprehensive customer operations strategy aligned with Ford Pro's overall business objectives. This includes defining key performance indicators (KPIs) and establishing clear goals for customer onboarding, success, and billing operations.
• Team Leadership & Management: Lead, mentor, and develop a high-performing team of customer onboarding specialists, customer success managers, and billing operations professionals across North America and Europe. Foster a collaborative and results-oriented culture, empowering team members to achieve their full potential.
• Customer Onboarding Excellence: Oversee the design and implementation of a streamlined and effective customer onboarding process. Ensure new customers are quickly and efficiently integrated into the Ford Pro ecosystem, realizing value from our solutions from day one.
• Customer Success Management: Drive customer success by ensuring customers achieve their desired business outcomes through the effective use of Ford Pro Solutions. Implement strategies to increase product adoption, improve customer satisfaction, and maximize customer lifetime value.
• Billing Operations Management: Lead and optimize billing operations to ensure accuracy, efficiency, and compliance. Develop processes to minimize billing errors, improve payment collection rates, and enhance the overall customer billing experience.
• Process Improvement & Automation: Identify opportunities to improve operational efficiency and effectiveness through process optimization and automation. Implement Lean methodologies and best practices to reduce operational waste and enhance the customer experience.
• Data-Driven Decision Making: Leverage data and analytics to gain insights into customer behavior, identify trends, and measure the effectiveness of customer operations initiatives. Develop and maintain dashboards and reports to communicate key performance metrics to executive leadership.
• Stakeholder Management: Collaborate effectively with cross-functional teams, including sales, product development, engineering, and finance, to ensure alignment and coordination across the organization. Build effective relationships with key stakeholders to drive customer-centricity and achieve business objectives.
• Vendor Management: Manage relationships with external vendors and partners, ensuring they meet performance expectations and contribute to the success of customer operations initiatives.
• Budget Management: Develop and manage the customer operations budget, ensuring resources are allocated effectively to support key priorities and achieve business goals.
• Support Excellence: Develop and implement a comprehensive support strategy that ensures timely, efficient, and high-quality resolution of customer inquiries and issues. Build an effective support team that is knowledgeable, responsive, and proactive.
• Proactive Problem-Solving: Proactively anticipate problems and opportunities to ensure solution-oriented thinking and best-in-class customer experience.
• Strategic Scaling: Oversee and lead strategy to scale operation needs with purchase service and offshore business partners to support growth within existing budget needs.

Qualifications

The minimum requirements we seek:

• A bachelor's degree in business administration, operations management or related field. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required.)
• 10 years of proven experience in customer operations leadership, with a track record of success in driving customer satisfaction, retention, and revenue growth.
• 5 years of experience with process improvement methodologies, such as Lean or Six Sigma.
• 5 years of experience with CRM and billing systems.

Our preferred requirements:

• Masters degree in business administration, operations management, or a related field.
• Proficient understanding of customer onboarding, customer success, and billing operations best practices.
• Proven and relevant customer experience and design leadership experience, in a high-growth and fast-paced SaaS environment.
• Leadership and management skills, with the ability to build and motivate high-performing teams.
• Excellent analytical and problem-solving skills, with the ability to use data to drive informed decision-making.
• Communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels and industry backgrounds, from the C-Level to individual contributor.
• Ability to negotiate commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
• Ability to identify key issues and relationships relevant to achieving a long-range goal or vision. Build an integrated plan for course of action to accomplish this vision.
• Experience with building inclusive, cohesive teams which apply diversity to achieve common goals.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited does not sponsor work permit applications.