Director, Client Provided Tool Product Ownership

About the role

At Percepta, we bring first-class service across each market we support. As Director, Client Provided Tool Product Ownership, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Responsibilities

• Lead governance, performance optimization, and structured change delivery for Ford-provided platforms within Percepta operations.
• Serve 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.
• Prepare, coordinate, and ensure successful implementation of all system changes across Percepta operations and supporting organizations, even under complex or time-constrained conditions.
• Operate 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