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
• Ensure compliance with Ford data governance and security requirements
• Escalate systemic risks with structured business cases
• Drive disciplined release management processes

What You Bring to the Role

• 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

What You Can Expect

• 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)

A Bit More About Your Role

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

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, we:

Lead with Humility - We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.

Service beyond self - We serve others - clients, customers, and teammates - with care and integrity in every interaction.

Leave it Better - We take ownership and leave every process, person, and place better than we found it.

Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins.

Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.

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