Vehicle Services Team Leader (100% Onsite)

What You'll Be Doing

The Vehicle Services Team Leader will serve as the primary owner of all operational processes and training frameworks for the team. This role is designed for someone who excels at building, documenting, and improving workflows and who can confidently train others to execute the work, rather than performing the day-to-day tasks themselves. The ideal candidate brings a strong process-training skillset, takes full ownership of standards and documentation, and ensures the team is consistently equipped, aligned, and performing at a high level.

Position is 100% onsite in Ford World HQ

not remote or hybrid

During a Typical Day, You'll

• Process Ownership: Develop, document, and maintain all workflows, SOPs, and process maps for the team.
• Team Leadership and Employee Development: Lead, develop, coach, support, and evaluate the team:

o Hold monthly one on one meetings with all team members

o Provide timely feedback and coaching

o Participate in the performance management process, delivering both informal and formal feedback and coaching as needed

o Create and deliver performance reviews

o Coordinate system ID and access set up for all department new hires

o Manage team attendance

o Recognize and reward excellent team performance

o Employee engagement and morale building

o Manage sheet approval for all direct reports, ensuring that all corrections are submitted within required timeframes

• Training Development: Create and deliver training programs, refreshers, and onboarding materials for the Vehicle Services Limited Serve team.
• Documentation Management: Maintain a centralized, up-to-date library of all process and training materials.
• Quality & Compliance: Ensure processes align with business requirements, compliance standards, and best practices.
• Continuous Improvement: Identify gaps, inefficiencies, and opportunities to streamline operations.

o Interact with key users for feedback to make process improvement / enhancement recommendations.

o Partner with Manager on monthly business reports and process improvement initiatives.

• Team Enablement: Equip team members with the knowledge and resources needed to perform their roles effectively.

o Interview prospective new employees; provide feedback and hiring recommendations to Management team.

o Be visible online and available. Interact with the team regularly through team meetings, one-on-one meetings, etc.

• Performance Support: Partner with leadership to address performance trends through process updates or targeted training.
• Cross-Functional Collaboration: Work with key stakeholders to ensure processes remain aligned with business goals and operational changes.

o Attend meetings to resolve issues and discuss program changes and enhancements.

o Handle special project/case requests.

o Keep abreast of anticipated launches and changes.

• Other:

o Adhere to and support all Percepta and program initiatives, systems and policies.

o Support all Percepta policies and procedures.

o Complete additional tasks / projects as needed.

What You Bring to the Role

Education

• Associate's degree or equivalent experience required.

Experience

• 3-5 years of progressive experience is required, including:
• 1+ years of leadership experience.
• 1+ years of training experience.
• Experience in managing and coaching others and improving performance.
• Automotive industry experience.
• 1+ years' experience working with the Secretary of State offices is preferred, to include extensive knowledge of their requirements, policies and practices.

Skills

• Strong organizational, time management, and prioritization skills
• Detail-oriented with the ability to manage multiple tasks in a fast-paced environment
• Solid computer skills, including proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Analytical thinking and problem-solving ability
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to work across teams and levels
• Self-motivated with the ability to work independently and as part of a team
• Leadership skills, including team building and conflict resolution
• Customer service and relationship-building experience
• Ability to make sound decisions and exercise good judgment
• Promotes a positive, supportive team environment
• Drives employee engagement and satisfaction
• Maintains professionalism with clients and stakeholders
• Apply company policies, coaching, and feedback practices effectively

What You Can Expect

• Hourly rate of $22.83 to $26.80 depending on the Hiring Manager
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• 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)

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, 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 as one-celebrating, supporting, and showing up for each other.
• Deliver remarkable- We go beyond expectations to create bold, meaningful moments that stand out.

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 the communities we serve by not only delivering amazing service 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.

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