Director, Client Provided Tool Product Ownership

About the Role

The Director, Client Provided Tool Product Ownership leads governance, performance optimization, and structured change delivery for Ford-provided platforms within Percepta operations. This role serves as the accountable product owner for all non-AI enterprise systems used within the Ford account, including CRM platforms (Salesforce, Microsoft Dynamics), customer experience tools (Medallia), and other Ford-provided operational systems. In addition to platform ownership, this role is responsible for preparing, coordinating, and ensuring successful implementation of all system changes across Percepta operations and supporting organizations, even under complex or time-constrained conditions. The role operates at peer level with the Director of AI Enablement & Adoption to ensure parity between AI and non-AI tool governance.

Core Objectives

• Ensure Ford-provided platforms deliver measurable operational value
• Align system capabilities with Percepta workflows and CX objectives
• Orchestrate disciplined, successful rollout of system changes
• Minimize operational disruption during releases and upgrades
• Eliminate shadow systems and workaround behaviors

Responsibilities

• Serve as accountable product owner for Ford-provided systems within Percepta
• Define platform performance standards and operational success metrics
• Align tool capabilities with CX, revenue, and operational targets
• Manage structured intake, prioritization, and enhancement governance
• Partner with Ford business and technology teams on roadmap alignment and issue resolution
• Lead structured preparation and coordination for all system changes affecting Percepta operations
• Develop comprehensive change readiness plans including communication, training, risk mitigation, and contingency planning
• Coordinate across Operations, Training, IT, WFM, and Client Success teams to ensure execution alignment
• Anticipate operational friction points and proactively mitigate risk
• Ensure readiness even under compressed timelines or less-than-ideal implementation conditions
• Monitor post-release adoption, stabilization, and performance impact
• Support coordination with other organizations leveraging the same Ford systems
• Ensure alignment of release timing, configuration standards, and operational expectations
• Represent Percepta interests in multi-organization system forums
• Prevent conflicting configurations or uncoordinated rollouts
• Establish measurable KPIs tied to tool effectiveness and workflow alignment
• Quantify impact of system enhancements on productivity, CX, and quality
• Identify inefficiencies introduced by tooling and drive corrective redesign
• Reduce operational friction caused by poorly aligned system processes
• Maintain documentation, configuration oversight, and change logs
• Ensure compliance with Ford data governance and security requirements
• Escalate systemic risks with structured business cases
• Drive disciplined release management processes

Qualifications

• Bachelor's Degree or equivalent experience
• 10+ years in enterprise operations, product ownership, digital transformation, or system governance roles
• Demonstrated experience leading large-scale system change implementations
• Experience with Salesforce, Dynamics, Medallia, or comparable enterprise platforms
• Experience in complex, matrixed enterprise or BPO environments

Preferred Qualifications

• Automotive or OEM experience
• Product Owner certification (CSPO or equivalent)
• Experience managing vendors or client-provided technology stacks
• Strong change management and release coordination expertise
• Executive presence with ability to influence both client and internal leadership

Success Metrics (First 6–12 Months)

• Formalized change governance and release coordination framework implemented
• Reduced operational disruption during system rollouts
• Increased adoption and workflow alignment post-release
• Measurable performance improvements tied to system optimization
• Positive Ford and Percepta stakeholder feedback regarding implementation effectiveness

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)