Mobile App Support Manager
Mobile App Support Manager
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Salary Not Disclosed
1 Vacancy
Job Description
At Ford Motor Company we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrows transportation.
FordPass and Lincoln Way are world-class mobile applications used by millions of customers around the world. We are looking for a customer-centric technical and hands-on Mobile Application Support Manager.
The Mobile Application Support Manager plays a crucial role in ensuring exceptional customer experience of the FordPass/LincolnWay application. This position will lead the first-tier application support team define and optimize support processes and collaborate with cross-functional teams to resolve customer issues efficiently and effectively. The ideal candidate is a highly organized and detail-oriented individual with strong problem-solving skills and experience in application support and team management.
Responsibilities
What youll be able to do:
In this position you will be responsible for:
- First-Tier Application Support: Directly manage and mentor a team of application support engineers providing guidance training and performance feedback. Ensure consistent high-quality support is delivered to FordPass/LincolnWay customers.
- Support Process Improvement: Develop and implement efficient and effective support processes across various channels. This includes designing workflows creating knowledge bases and defining escalation paths.
- Cross-Functional Collaboration: Collaborate closely with other Ford connected vehicle teams to quickly identify and resolve customer issues ensuring a unified approach to problem-solving. Partner with our Customer Relationship Centre to understand recurring customer pain points develop effective solutions and ensure a seamless resolution process for complex issues.
- Documentation and Training: Develop and maintain comprehensive documentation including best practices troubleshooting guides and training materials for the support team.
- Issue Escalation: Act as the primary representative for FordPass/LincolnWay in issue escalations the span across multiple teams and functions.
- Define and Track Support Metrics/KPIs: Establish key performance indicators to measure support team performance including resolution times and issue volume. Regularly track and analyze these metrics identifying areas for improvement and implementing corrective actions.
Qualifications
Minimum Requirements we seek:
- Bachelors degree in Computer Science Engineering relevant area of study or equivalent work experience.
- 5 years of experience in application support with at least 2 years in a management or supervisory role.
Our Preferred Requirements:
- Prior mobile application development experience.
- Demonstrated experience with software operations (Source Management Continuous Integration/Continuous Deployment DevOps Site Reliability Engineering Observability Support and maintenance).
- Exemplary verbal and written communications skills with the ability to influence the enterprise.
- Masters degree in Computer Science Engineering relevant area of study or equivalent work experience.
You may not check every box or your experience may look a little different from what weve 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 builderor all of the above No matter what you choose we offer a work life that works for you including:
Immediate medical dental vision and prescription drug coverage
Flexible family care days paid parental leave new parent ramp-up programs subsidized back-up child care 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 Years Day
Paid time off and the option to purchase additional vacation time.
This position is a leadership level 6.
For more information on salary and benefits click here:
Ford will not be offering a relocation package for this position. Candidates for this role are expected to either reside within commuting distance of our Dearborn MI Palo Alto CA or Long Beach CA offices or be able to relocate independently without financial assistance from the company.
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. 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 the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.
Onsite work of up to four days per week may be required for candidates within commuting distance of a Ford hub location. #LI-Hybrid #LI-SJ2
Required Experience:
Manager
Employment Type
Full-Time
