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Non-Vehicle eCommerce Operations Analyst

Company: Ford Motor Company
Location: Providence
Posted on: June 5, 2024

Job Description:

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Enterprise Technology plays a critical part in shaping the future of mobility. If you're looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people's lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.
At Ford Motor Company, we believe that freedom of movement drives human progress. Part of that freedom is driven by meeting our customers where they want with the digital tools that make their lives easier and more exciting. We are founding a team of disruptors who can leverage the resource scale of a large company to deliver a game-changing customer shopping experience that is best-in-class.
In this position---
The Non-Vehicle eCommerce Operations Analyst is responsible for deeply understanding B2C and B2B Parts and Accessories eCommerce customer needs to ensure a seamless and enjoyable purchase, fulfilment, and return experience, while also making it easy for our dealers and suppliers to do business with us. This role will work with our Dealers, Business Partners, Software Product Managers, Analytics and Research teams, to execute strategies and tactics that improve customer experience.
REMOTE: We're looking for the best talent no matter where you are in the United States. If you're ready to ensure our parts and accessories eCommerce customers love buying from us, we want you on our team!
SOUTHEAST MI RESIDENTS: Please note, this job is posted as remote unless the selected candidate lives within 50 miles of Dearborn, MI.
What you'll do---

  • Assist with daily operations including triage, troubleshooting, and resolution of eCommerce customer, dealer, and supplier issues within Service Level Agreement targets (SLA's)

  • Customer and Dealer Relationship Center contact for issue escalation

  • Lead fraud/chargeback monitoring, processing, management, and reporting

  • Lead Dealer enrollment and set-up, including but not limited to tax Identification, payment processing, pricing, testing, activation, and reporting.

  • Lead Dealer decommission and transition of orders within SLA's

  • Inbound/Outbound communications with dealers

  • Maintains and audits systems access for authorized personnel

  • Maintains operations, process flow, access control, and internal control necessary documentation

  • Assist with User Acceptance Testing (UAT) including but not limited to websites, order management system, product information management system, and payment processing

  • Subject Matter Expert on Parts and Accessories eCommerce customer needs from order placement and fulfillment through return - Gains a deep understanding of current and evolving eCommerce customer needs, trends, competitive activity, & technology advancement to inform strategies and tactics

  • Identify and implement strategies and tactics to improve efficiency and customer satisfaction by pulling, analyzing, and translating analytics and behavioral data into actionable insights with forecasted values for each to set goals, KPI's, and prioritization

  • Lead and collaborate with team members (Dealer, Business, UX, Software Engineering, Finance, etc.) to translate business goals and end user needs into strategy and tactics to execute that deliver value

  • Clearly identifies pros, cons, issues, obstacles, and dependencies for actions

  • Influence cross-functional team members to adopt new operational strategies and tactics with strong data-based recommendations providing context for change

  • Collaborative team member focused on seeking to understand and solving together

    You'll have---

    • Bachelor's degree or a combination of education and equivalent work experience

    • 3+ years of experience in eCommerce operations

    • 1+ years of experience managing/ working with customer and supplier issues and relationships

      Even better, you may have---

      • Master's Degree

      • eCommerce operational strategies and tactics experience focused on empowerment and scaling operational efficiency. Automotive industry experience

      • Data-driven mindset with excellent analytical skills with proven utilization of information to drive results-oriented decisions and measure results

      • Experience communicating with and influencing operational and technical team members at all levels in the organization, including with a Software Product Organization to influence product strategies and roadmaps

      • Strong sense of responsibility and ownership, self-starter with a proactive attitude

      • Comfortable working in a fast paced, fluid environment where priorities shift on a regular basis

      • Ability to break down complex tasks or requirements into simpler, more manageable tasks

      • Delivers results consistently even under tough circumstances with the aptitude to recognize roadblocks and escalate issues as needed

      • Operations Center or Customer Call Center experience

      • Product Management experience

        You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
        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 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 range of salary grades 6-8
          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 : 29168

Keywords: Ford Motor Company, Providence , Non-Vehicle eCommerce Operations Analyst, Professions , Providence, Rhode Island

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