Data Science Director - Customer Service Analytics (PS&L)

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 (GDIA) 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 Data Science Director - Customer Service Analytics (PS&L) is responsible for developing and executing the Analytic Strategy for Ford Customer Service Division (FCSD), specifically supporting the Parts Supply and Logistics (PS&L) team.  

An ideal candidate will: 

• Collaborate closely/embed with PS&L business and operations leaders to understand needs and discover analytic solutions that drive business value.  
• Deliver specific solutions while coordinating cross-functionally with Tech/IT, Analytics, AI and Business teams to avoid duplication and increase efficiency.  
• Complete value assessments on existing and proposed Analytics and AI projects to ensure ample Return on Investment for all efforts.  
• Lead a team with a Global footprint working on a diverse set of initiatives (e.g., Backorder and Repair Order reduction at our dealerships, Inventory Optimization and Transportation Modernization across the parts supply chain, etc.).  
• Create a portfolio that utilizes the next wave of data, AI and analytic toolsets to drive efficiency and performance.  

This position is in Dearborn, MI.

What you'll do...  

• Develop analytic tools using data sourced from the GDIA data platform and operational applications to derive actionable insights for the Parts, Supply and Logistics (PS&L) teams, 
• Drive automation of the Data and Analytic eco-system within GDIA and across the division. 
• Make quick assessments of new business requests related to PS&L, source required data, develop and report needed insights, drive efficiencies to scale prioritized solutions 
• Identify data gaps inhibiting the creation of actionable insights, drive common requirements upstream into the Data Platform assets 
• Limit duplication of effort and possible data/insight conflicts across multiple GDIA/Ford teams  
• Improve our insights through ongoing root cause investigations and analytics governance processes. 
• Improve organizational understanding of what data and insights are available in the PS&L space 
• Co-develop with business leaders a Vision for the use of Analytics in the PS&L space, pulling from learnings of other analytics efforts across GDIA/Ford. Drive this aligned vision into the Product roadmaps. Utilize Plan-Do-Check-Act to measure progress and adjust roadmaps from learnings/feedback. 

You'll have... 

• Master’s degree in Data Science, Statistics, Computer Science or related field or a combination of education and equivalent work experience 
• 5+ years of experience as a Data Science Leader with skills including: 
  • Ability to simplify complex issues to develop a compelling point of view and persuasively make a data driven case for change, that leads to action. 
  • Ability to communicate points of view to senior leaders with detail and focus appropriate to a variety of audiences and stakeholders  
  • Basic abilities to perform analysis using Data Platform assets on Google Cloud Platform (data pulls for ad hoc inquires with aggregations), and ability to use visualization tools to describe large datasets (e.g. Looker Studio) 
• 5+ years of experience leading a team of data scientists to perform complex analytic deep dives including predictive model creation and validation. 
• 2+ years of experience using Automotive and/or Customer/Marketing operational data (e.g. Technician Hotline/GTAC, Repair Order data/DCDS/UDB, etc.), connected vehicle data (e.g. DTC summary, EV Charge Data, Trip Summary), or similar and general awareness/understanding of quality/warranty data at Ford (e.g. Warranty databases like WADR, GSAR and tools like Quality.ai). 

Even better, you may have... 

• Master’s or PhD Degree in Data Science, Statistics, Computer Science or related field   
• A track record of being a highly-organized, self-starter with the ability to influence cross-functional teams  
• Good understanding of performance metrics (KPIs) used to drive business domains  
• Ability to lead, plan, develop, and implement projects / programs that generate value for our Customers and Ford 

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 more information on salary and benefits, click here: https://fordcareers.co/LL5NonHTHD 

This position is a leadership level 5. 

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. 

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