Title:  Digital Service Experience Market Manager - GLM



Date:  May 25, 2023


Title:  Digital Service Experience Market Manager

Location: Great Lakes Market (Michigan, Ohio, Indiana, Illinois, Wisconsin) 

Job Type: Full-time with Benefits  



Who We Are:  

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.  


Lead, develop, and coach the regional Digital Service Experience Coaches (DSEC) and take ownership of ensuring the Reservations / Service Appointment System is implemented correctly and efficiently in your assigned dealers and all regional dealers.  This includes pre-assessment visits to understand the current Service model, onboarding & training of key Service personnel, and sustainment measures to ensure any new team members are trained and new features are rolled out properly.  In addition, this will include transition from the current Appointment system / Service Lane Technology within a Dealership as well as movement to full Service XP as the product evolves.  Deliver all Digital Service Experience Performance Objectives in the Region.


Day to Day Responsibilities

  • Develop and maintain exceptional working relationships and teamwork with Market Field Team, Ford Motor Company, Dealership Personnel, and MSXI Team
  • Act as the primary Digital Service Experience Regional Contact for all Regional Field positions
  • Train and manage all personnel in assigned Region on all Digital Service Experience processes and programs
  • Conduct weekly/monthly meetings:
    • Assign dealers to DSECs
    • Develop plans to achieve dealer and regional targets
    • Drive KPI performance in the market
    • Review action plans for milestone completion and issues/opportunities
    • Personally provide operational support to select dealers
    • Collaborate with Program Manager and DSEC Market Managers, provide recommendations to enhance product, customer experience and dealer buy-in
    • Proactively recognize and request training needs
  • Resolve operational issues with Digital Service Experience Coaches, including but not limited to the following: performance, personnel, and the dealer relations in the Region
  • Create and deliver annual performance reviews for assigned Digital Service Experience Coaches
  • Support the launch and handover of new dealers
  • Provide fill-in support if assigned coach is TBD or off duty for any reason
  • Take responsibility of Service Appointments and Service XP within a Dealership by providing virtual training, hands on training, virtual support, and hands on support to the Market Field Team, Ford Motor Company and Dealership Personnel
  • Guide, support, advise and educate Dealership Personnel on the processes, procedures, and benefits of Service XP
  • Monitor and control documentation of program ensuring tracking of progress and maintenance, technology delivery issues and areas of improvement for efficient delivery (Dealer and Customer Feedback critical)
  • Ensure effective communication with Dealership Personnel, the Field and Ford Motor Company, especially related to feedback on the tool, areas of concern or areas needing resolution
  • Understand behaviors and associated Ford Guest Experience elements tied to the technology to deliver an elevated Customer Experience in Service
  • Create advocates of the tool over time through continuous feedback, relationship building and efficient use of the tool freeing up time to provide a great Customer Experience in Service
  • Complete all market reports and administrative tasks in a timely manner
  • Support Digital Service Experience special projects as needed
  • In addition to the duties and responsibilities listed, the candidate is required to perform other duties assigned by the manager from time to time



What you bring

  • Management experience with unique ability to balance management of coaching team as well as assigned dealers
  • Dealership Service Department experience with understanding of shop capacity, various servicing options for customers and service appointment making/shop loading process
  • Previous Coaching experience working with Service department, Service Management, Service Advisors, and BDC preferred
  • Moderate to expert level of experience in dealership service appointment scheduling software (DMS is acceptable) as well as understanding dealers’ service capacity situation in order to make suggestions, integrate and modify the system settings
  • Confidence when interacting with all levels of Dealership Management and Staff in both the product as well as yourself
  • Proficient, confident and effective presentation skills
  • Requires persuasive coaching skills, adaptability and ability to generate excitement about Service XP
  • Proficient in all service department concepts, processes, tools and great customer experiences
  • Awareness of current best practice within the automotive industry, customer experience, web and app-based customer Service Lane Technologies
  • Customer service skills, especially related to creating meaningful relationships within a Dealership
  • Professional communication and written skills: Verbally, Virtually, and In Person
  • Ability to develop and maintain exceptional client relationships
  • Ability to deliver a variety of communication and training sessions via phone, email, virtual or in person
  • Ability to foster a team environment
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 


MSXi is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability.  


Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience.


If you are interested in this position apply here    



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