This role is responsible for defining, integrating, and delivering the end-to-end BESS Service Platform, including its architecture, operating model, and execution system. You will operate at the center of a multi-year platform build, ensuring that every technical workstream is anchored in a seamless customer journey and designed to drive industry-leading customer satisfaction.
Key Responsibilities
Define the end-to-end BESS Service Platform structure across all service domains.
Map and define the end-to-end customer journey, from initial lead capture to product commissioning through long-term maintenance and end-of-life support.
Establish the service operating systems needed across the business, including domain ownership, interfaces, and responsibility boundaries.
Ensure alignment with enterprise systems, standards, and operating expectations to provide a unified "one-Ford" customer experience.
Build and maintain the integrated service platform roadmap across all domains.
Prioritize capability development based on its impact on customer uptime, ease of service, and overall satisfaction.
Align platform milestones with product development, commissioning, and operational readiness timelines.
Drive prioritization across competing demands, ensuring customer-facing features are delivered in lockstep with technical infrastructure.
Lead alignment across engineering, manufacturing, supply chain, IT, and service organizations.
Integrate customer feedback loops and service data into the execution model to drive continuous platform improvement.
Resolve cross-domain dependencies and execution gaps to maintain delivery momentum and prevent customer-facing service disruptions.
Maintain clear visibility into program health, risks, and dependency status for executive leadership.
Establish program governance, decision forums, execution cadences, and escalation paths.
Develop all customer success metrics, including CSAT (Customer Satisfaction) and Customer Service Index (CSI), system uptime, service response times, and financials as core program KPIs.
Work cross-functionally to help define service organization structure aligned to platform maturity and lifecycle needs.
Identify capability gaps and sequence hiring/organizational development to support platform growth and service excellence.