Connectivity Launch & Operations Manager

Connectivity Launch & Operations Manager

This position is responsible for delivering enterprise and customer value through regional Connectivity Operations, the Ford App and Over-the-Air (OTA) capabilities across IMG. The role leads cross-functional planning, implementation, governance and ongoing operations, aligning regional market priorities with global product, technical and business teams.

1. Connectivity Operations

• Lead the regional connectivity business operations model across IMG, working in unison with regional and global business operations teams and representing IMG priorities to global go-to-market teams and senior Connectivity leadership.
• Own the identification, removal and resolution of technical issues that block or limit the delivery of IMG connectivity responsibilities and achievement of KPIs.
• Build and optimize operational processes with technical partners, quality teams, customer-facing support teams, regional business leads and market stakeholders, including operational finances
• Own and deliver market sign-off for all Connected vehicles in all Connected markets within the region, including their relevant feature set and end-end functionality
• Provide knowledge, leadership and resource support for broader connectivity studies, regional objectives and longer-term roadmap development and delivery.
• Ensure stakeholders are informed, aligned and engaged through timely, effective internal and external communications.

2. Ford App

• Provide regional operational and product leadership for the Ford (and Lincoln) App across relevant IMG markets, including co-ordination of specific market-focused regional delivery activities.
• Lead the implementation, Digital Product related go-to-market and ongoing operational support of the Ford App and associated digital customer touchpoints across IMG.
• Partner with Connectivity global strategy and portfolio teams, regional business leads and go-to-market teams to define Minimum Viable Product delivery scope for emerging markets and new IMG market launches.
• Manage complex cross-functional workstreams to deliver Ford App connected customer and vehicle experiences for market and App content expansion initiatives.
• Work with technical development teams to establish and improve end-to-end mobile application testing and validation processes.
• Lead the mobile application publishing process and regional app store releases for each IMG Ford Application.
• Act as the voice of the customer for mobile App releases by assessing issue and defect criticality and the potential impact on IMG customers and regional releases
• Serve as the IMG liaison between Connectivity Retail, regional Marketing, Sales and Service, business operations and go-to-market teams.
• Analyze customer feedback, engagement and app store ratings across regional platforms to identify and prioritize customer experience improvements.

3. OTA

• Lead regional Over-The-Air planning, engineering, deployment and delivery activities across relevant IMG markets and skill teams
• Provide input to and alignment with the global OTA Technical Program Management team and represent broader IMG Connectivity priorities in global OTA planning workstreams
• Lead regional Solution Train Engineering activities, including package releases, testing and delivery readiness
• Lead In-Vehicle SW Updates (IVSU) feature delivery for Ranger vehicle line
• Run regional OTA deployment activities, with focus on Ranger (and derivative) priorities and other key import products for relevant IMG markets
• Provide governance and support for the OTA process, including partnering with teams whom own the customer experience and relevant legal and regulatory requirements
• Represent IMG in relevant global forums and OTA leadership calls
• Lead timely internal and external OTA communications to appropriate stakeholders

Selection Criteria

• 10+ years of professional experience in software product ownership, software integration, project or program management, automotive engineering, manufacturing, information technology or a related field
• Demonstrated experience in leadership positions, driving cross-functional and cross-market teams toward common quality, delivery, program and business outcomes
• Strong project management, strategy, planning, analytical and problem-solving skills, with the ability to manage complex workstreams and aggressive timelines
• Knowledge of connected vehicles, cloud-based systems, vehicle electrical architectures and electrical components; Ford App, mobile app or website development experience is considered an advantage.
• Experience with varying market needs, go-to-market delivery challenges, customer-facing digital products and operational support models.
• Understanding of agile methods, product backlog management and tools such as Jira, with the ability to adapt quickly in a fluid and changing environment.
• Outstanding communication, presentation, interpersonal and leadership skills across technical teams, support personnel, vendors, management, markets and global stakeholders.
• Customer-focused, creative and detail-oriented, with a passion for troubleshooting and gaining a deeper understanding of multiple technologies across a complex ecosystem.
• Self-directed learner with an interest in vehicle connectivity, digital application development practices and emerging industry trends.
• Candidates should be flexible with work hours due to time differences between IMG markets, Dearborn, Europe and other global teams.

Qualifications Required

• Bachelor’s degree in Science, Electrical Engineering, Telecommunication Engineering, Software Engineering, Computer Engineering, Computer Science, Business, Commerce or Project Management
  • A Master’s degree or double degree is preferred

Experience Level

Mid Level