California Escalation Manager - Ford Motor Company
Concord, NH
About the Job
Do you believe data tells the real story? We do! Redefining mobility requires quality data, metrics and analytics, as well as insightful interpreters and analysts. That's where Global Data Insight & Analytics makes an impact. We advise leadership on business conditions, customer needs and the competitive landscape. With our support, key decision makers can act in meaningful, positive ways. Join us and use your data expertise and analytical skills to drive evidence-based, timely decision making.
In this position…
The California Reacquired Vehicles (RAV) Escalation Manager is the Ford lead for our California buyback review/approval operations for Ford and Lincoln customers/California Operations/and CRC buyback review/approval Operations. The California RAV Escalation Manager is also the primary lead for supporting Ford’s Office of the General Counsel (OGC) with California lawsuits by representing Ford at mediations, depositions, mandatory settlement conferences, trials, and state arbitrations.
What you'll do…
+ Act as Ford’s corporate representative in consumer “lemon law” litigation in California
+ Be knowledgeable regarding the Ford Customer Relationship Center policies and procedures and provide testimony at depositions and trial as needed
+ Provide support to the Company's Good Faith Review process for California customers to ensure customer service and to reestablish a positive relationship with customers dissatisfied with their ownership experience.
+ Work closely with the Ford Regional Escalation Specialist to provide oversight and direction to the California Lemon Law team (Michigan) to evaluate all California vehicle buyback requests
+ Provide training and direction to a team of Consumer Claims Analysts located in California
+ Ensure that all training guides / educational material are up to date, reflecting the most current changes to program processes and guidelines
+ 20% Travel required to attend depositions / trials and participate in team training sessions
+ Work cross functionally with National Reacquired Vehicle Operations teams for seamless execution of RAV policies / initiatives
+ Drive RAV process improvements by highlighting areas of inefficiency and working with key stakeholders to make appropriate changes
You'll have…
+ A bachelor's degree in business discipline is required
+ 3 + years' experience in Field Sales/Service background with knowledge of dealership sales/fixed operations
+ Experience in the Automotive Industry
+ Customer focused with a passion to improve the customer experience
+ Self-starter with a proven ability to drive for results without close supervision
+ Experience managing suppliers of purchased services
+ Supervisory experience of Ford and Agency personnel desired
+ Call Center / Customer Affairs experience is valued
+ Passion for delivering great consumer experiences and empathizing with our customers
+ A knack for thinking outside the box and having the ability to see the big picture
+ Fundamental understanding of data
+ A drive to learn something new every day and curiosity for consumer trends
+ Creative thinker, problem solver, and resilient.
+ Ability to influence peers and stakeholders to gain alignment toward vision/goals
+ Prior project experience requiring collaboration across teams/organizations/vendors
+ Self-starter; ability to work independently with minimal supervision in a fast-paced environment
+ Strong drive for results, commitment to quality, and attention to detail
+ Collaboration:
+ Believe in skilled and motivated people working together
+ Build positive relationships; be a team player; develop ourselves and others
+ Partner / People Leader Management
+ Interact extensively with and influence business leaders, partners, and vendors
Strong supplier management skills and practical negotiation skills
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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.
For a detailed look at our benefits, click here:
This position is a leadership level 6.
For more information on salary and benefits, click here: https://fordcareers.co/LL6NonHTHD (https://urldefense.com/v3/__https:/fordcareers.co/LL6NonHTHD__;!!N_LtwI-RPugbI9wg0dJn!ErkDe2J1mWUT8xIu3s7EM7o9Bgo7oN41Kb7hgT7eUmRNcEo5yzY_4iUkxpmD-5_dt4Agko1kUD0t2qY$)
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are 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. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
Requisition ID : 38476
In this position…
The California Reacquired Vehicles (RAV) Escalation Manager is the Ford lead for our California buyback review/approval operations for Ford and Lincoln customers/California Operations/and CRC buyback review/approval Operations. The California RAV Escalation Manager is also the primary lead for supporting Ford’s Office of the General Counsel (OGC) with California lawsuits by representing Ford at mediations, depositions, mandatory settlement conferences, trials, and state arbitrations.
What you'll do…
+ Act as Ford’s corporate representative in consumer “lemon law” litigation in California
+ Be knowledgeable regarding the Ford Customer Relationship Center policies and procedures and provide testimony at depositions and trial as needed
+ Provide support to the Company's Good Faith Review process for California customers to ensure customer service and to reestablish a positive relationship with customers dissatisfied with their ownership experience.
+ Work closely with the Ford Regional Escalation Specialist to provide oversight and direction to the California Lemon Law team (Michigan) to evaluate all California vehicle buyback requests
+ Provide training and direction to a team of Consumer Claims Analysts located in California
+ Ensure that all training guides / educational material are up to date, reflecting the most current changes to program processes and guidelines
+ 20% Travel required to attend depositions / trials and participate in team training sessions
+ Work cross functionally with National Reacquired Vehicle Operations teams for seamless execution of RAV policies / initiatives
+ Drive RAV process improvements by highlighting areas of inefficiency and working with key stakeholders to make appropriate changes
You'll have…
+ A bachelor's degree in business discipline is required
+ 3 + years' experience in Field Sales/Service background with knowledge of dealership sales/fixed operations
+ Experience in the Automotive Industry
+ Customer focused with a passion to improve the customer experience
+ Self-starter with a proven ability to drive for results without close supervision
+ Experience managing suppliers of purchased services
+ Supervisory experience of Ford and Agency personnel desired
+ Call Center / Customer Affairs experience is valued
+ Passion for delivering great consumer experiences and empathizing with our customers
+ A knack for thinking outside the box and having the ability to see the big picture
+ Fundamental understanding of data
+ A drive to learn something new every day and curiosity for consumer trends
+ Creative thinker, problem solver, and resilient.
+ Ability to influence peers and stakeholders to gain alignment toward vision/goals
+ Prior project experience requiring collaboration across teams/organizations/vendors
+ Self-starter; ability to work independently with minimal supervision in a fast-paced environment
+ Strong drive for results, commitment to quality, and attention to detail
+ Collaboration:
+ Believe in skilled and motivated people working together
+ Build positive relationships; be a team player; develop ourselves and others
+ Partner / People Leader Management
+ Interact extensively with and influence business leaders, partners, and vendors
Strong supplier management skills and practical negotiation skills
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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.
For a detailed look at our benefits, click here:
This position is a leadership level 6.
For more information on salary and benefits, click here: https://fordcareers.co/LL6NonHTHD (https://urldefense.com/v3/__https:/fordcareers.co/LL6NonHTHD__;!!N_LtwI-RPugbI9wg0dJn!ErkDe2J1mWUT8xIu3s7EM7o9Bgo7oN41Kb7hgT7eUmRNcEo5yzY_4iUkxpmD-5_dt4Agko1kUD0t2qY$)
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are 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. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
Requisition ID : 38476
Source : Ford Motor Company