Director, Client Provided Tool Product Ownership

Role Description

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

During a Typical Day, You’ll

Enterprise Tool Product Ownership

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

Change Management & Implementation Orchestration (Elevated Focus)

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

Cross-Organizational Alignment

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

Performance & Value Realization

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

Governance, Risk & Control

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

Automotive or OEM experience (Preferred)

Product Owner certification (CSPO or equivalent) (Preferred)

Experienced managing vendors or client-provided technology stacks (Preferred)

Strong change management and release coordination expertise

Executive presence with ability to influence both client and internal leadership

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)

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