Advisor, FS Mobile App & Portal

%3Cdiv style=%22margin-left:8px;margin-right:8px;%22%3E%3Cdiv style=%22margin-left:8px;margin-right:8px;%22%3E%3Cdiv style=%22margin-left:8px;margin-right:8px;%22%3E%3Cp style=%22font-family:Arial;margin-right:8px;%22%3E%3Cspan style=%22background-color:white;color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22line-height:normal;text-autospace:none;%22%3E%3Cstrong%3EAbout Us%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;margin-right:8px;%22%3E%3Cspan style=%22background-color:white;color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22line-height:normal;text-autospace:none;%22%3EMercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States. %26nbsp;In our people, you will find a tremendous commitment to our corporate values. %26nbsp;Our products and employees reflect this dedication. %26nbsp;We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.%26nbsp;%3C/span%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;margin-right:8px;%22%3E%3Cspan style=%22background-color:white;color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22line-height:normal;text-autospace:none;%22%3E%3Cstrong%3EJob Overview%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22background-color:white;line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EThe MBUSA Digital Experience vision is to create a seamless end-to-end experience that’s focused on the customer and fearlessly defines the future of digital. Digital Experience delivers on this through its rallying cry of: Innovate. Disrupt. Lead.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;margin-right:8px;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family:Arial;margin-right:8px;%22%3E%3Cspan style=%22background-color:white;color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22line-height:normal;text-autospace:none;%22%3E%3Cstrong%3EPosition Summary%3C/strong%3E%3C/span%3E%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EThe Advisor, Financial Services Mobile App and Portal, will own the strategic direction, prioritized roadmap, and business outcomes for the customer-facing digital self-service channels for the One Customer Unit at MBUSA.%3C/span%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EThese include the Financial Services Mobile App, Retail Private Customer, and Fleet/Commercial Portals.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;%22%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EAs an integral member of the Connected Vehicles business team within MBUSA’s Digital Experience Center, the Advisor will partner with the wider Marketing team, HQ and regional teams, MBFS Core, RDNA, Engineering, IT, Legal/Compliance, Operations, and Insurance to deliver prioritized enhancements and innovations aligned to customer outcomes and enterprise goals.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;%22%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EThis business owner will ensure the customer-facing user-account management experiences are aligned, consistent, and measurable across the ecosystem.%26nbsp;%3C/span%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-spacerun:yes;%22%3E %3C/span%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EScope includes the MBFS.com experience, MBFS Fleet Customer Portal, and the MB Financial Services App, with responsibility for defining integrations with the Mercedes‑Benz App and the broader connected-vehicle ownership journey.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;%22%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cspan style=%22mso-bidi-font-family:%26quot;Times New Roman%26quot;;%22%3EThis role leads regional responsibility for the United States, Canada, and Mexico (USMCA), and, ensures One Customer Unit channels deliver a best-in-class self-service experience by setting and tracking measurable success metrics (e.g., adoption, digital containment/deflection, task completion, SLA performance, accessibility, and customer satisfaction). The Advisor partners with Analytics and Customer Experience teams to drive continuous improvement, ensures regulatory compliance and accessibility standards are met, and oversees resolution of escalated digital-channel incidents through the product team.%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp;%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3EKey Responsibilities:%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3EProduct Delivery %26amp; Execution (30%):%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;As the One Customer Unit Portal Lead, partner with the MB Financial Services Core team, MBUSA Digital Experience team, MB IT, and relevant stakeholders to support evolving business needs and deliver customer-facing solutions on MBFS.com, MBFS Fleet Customer Portal, and the MB Financial Services App.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Partner with cross-functional development teams (software engineering, UX/UI, QA, release management) to deliver roadmap commitments end-to-end.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Define clear acceptance criteria and business-ready user stories/requirements to enable predictable delivery and quality outcomes.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Monitor product health and performance (KPIs/SLAs) with the Digital Experience Analytics team and drive data-informed optimizations.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure escalated incidents from customer service teams are triaged, prioritized, and resolved through the product and engineering teams, with clear stakeholder communications.%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3EProduct Strategy %26amp; Vision (25%):%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Lead the vision, delivery, and continuous improvement roadmap of digital products within the OneCustomerUnit Digital Experience area, including the MBFS Mobile Application, MBFS Retail Private Customer and Fleet/Commercial customer channels.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Serve as the business lead in an agile scrum team, defining and prioritizing product requirements to maximize business and customer value.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Leverage customer feedback, competitive insights, data-driven analysis, and business insights to identify product innovation opportunities and drive improvement decisions.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Act as the primary business contact for assigned products, ensuring quality through UAT, feedback rounds, and UX best practices.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Collaborate with cross-functional business and IT teams across the organization, leverage regional network and dealer insights, and determine the best path forward with the customer at the center.%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3ECollaboration %26amp; Integration (20%):%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinate cross-platform dependencies for shared capabilities (e.g., Document Center, Notification Platform, Secure Message Center, Online Pay) to ensure consistent customer journeys, release readiness, and ongoing compliance.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Own and drive channel integration alignment across MBFS digital properties and adjacent experiences (e.g., MBUSA.com, Mercedes Benz App), ensuring journeys are cohesive across web and mobile.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Facilitate alignment across design, development, operations, legal/compliance, and customer service to resolve tradeoffs, remove blockers, and sustain high-quality releases.%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3EPerformance, Compliance %26amp; Maintenance (15%):%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Serve as the liaison between MBFS Legal and Connected Vehicles team for mandatory updates and adherence to required Financial Governance laws (i.e. EFTA, ECOA, GLBA, UDAAP and more), as well as communication of Terms of Use and/or Privacy Notice document updates to customers.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Drive SEO performance to maximize discoverability%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure ADA compliance%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Monitor platform health, identifying and prioritizing opportunities for technical maintenance and performance improvements.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E %3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%3Cstrong%3EStakeholder Engagement (10%):%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Serve as the primary advocate for Financial Services App channels within the team, and partner with business stakeholders, senior leadership, and cross-functional teams.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Communicate the product vision, roadmap, and outcomes clearly and effectively to all stakeholders.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Partner with Customer Experience teams to identify pain points and opportunities for further innovation, awareness, and/or communications.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp; %26nbsp; •%26nbsp;%26nbsp;%26nbsp;%26nbsp;Collaborate with leadership-level stakeholders in Operations, Marketing, and Insurance functions to gather input on business value during the prioritization process.%3C/span%3E%3Cbr%3E%3Cspan style=%22color:black;font-family:Arial, Helvetica, sans-serif;font-size:12px;%22%3E%26nbsp;%3C/span%3E%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E