Director, Client Provided Tool Product Ownership

Director, Client Provided Tool Product Ownership

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.

What You’ll Be Doing

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

1. 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

2. 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

3. 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

4. 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

4. Governance, Risk & Control

• Maintain documentation, configuration oversight, and change logs