Reporting & Analytics Manager, GCRC

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? 

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 Reporting and Analytics role is a key role in the Global Contact Center organization, supporting the teams with crucial insights into the operation of our centers and tasks.  This includes reporting on all programs across the CRCs and ad hoc data retrieval and analysis for Contact Center Management, supported Business Management and OGC/legal. The role is the lead Contact Center interface with IT, IT Architecture and suppliers in data and reporting related workstreams

What you'll do...

• Manage Global Contact Center Operations data and analytics reporting
• Work with business owners to prioritize, enhance and streamline reporting requirements 
• Provide a link between raw enterprise data and management, so data extraction, 
• Analysis and transformation are key job responsibilities
• Lead for all CRC & BAC Reporting and Dashboard development requests
• Work with global leaders to build and align reporting needs globally.
• Develop reporting templates that satisfy reporting needs and develop synergies across regional reporting activities
• Develop metrics and analytics to provide key insights and drive operational efficiencies, business decisions concern resolution, and customer satisfaction initiatives 
• Maintain databases and perform updates as necessary to ensure accuracy 
• Regularly examine data reports to locate and resolve mistakes throughout 
• Accurately analyze and collect data for various types of business reports 
• Monitor data to identify changes in financial and business trends
• Create and Leverage software resources to collect, consolidate, and present data to business stakeholders and department leads
• Work with GDIA data engineering team in creating data marts for Reporting needs
• Lead team in automating the current manual reports
• Migrate current dashboards and Reports from Hadoop to GCP
• Contact Center lead for major cross-function data and reporting initiatives
• Ad-Hoc Reporting – Lead for all Stakeholders and Departmental reporting requests

You'll have... 

• Bachelor’s degree required 
• 5+ years of Analytics/Business Intelligence Engineering experience
• Experience with data visualization using Tableau, Quicksight, R, Python or similar tools/languages
• Fluent in data analysis tools (esp. SQL and preferably Python/R), GCP/Hadoop, Tableau, experiment frameworks, and working across the full stack of data analysis (data engineering, ETL, data analytics, and data visualization).
• Strong analytical skills required
• Proficient Excel user

Even better, you may have...

• B.S or M.S Degree in Computer Science, Statistics, Data Analytics or similar
• Knowledge of MSD, Salesforce and OWS systems desired
• Prior customer relationship center experience preferred
• Strong team building skills required. Ability to lead cross functional teams preferred
• Effective written and oral communication skills 

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 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 childcare 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 Year’s Day
• Paid time off and the option to purchase additional vacation time. 

For more information on salary and benefits, click here: https://fordcareers.co/LL6SP1 

This position is a leadership level 6.

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 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.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location. #LI-Hybrid   #LI-KR3