Racing and Performance Lead SME

The Racing and Performance Lead SME is a working lead role responsible for overseeing a team of specialists while also maintaining a production capacity. You will ensure the team meets critical Service Level (SVL) and Quality Assurance (QA) targets while serving as the first point of escalation for complex customer issues. This role requires a blend of leadership, advanced technical automotive knowledge, and operational excellence.
Responsibilities
•    Team Leadership: Lead a dedicated team (either Genuine Accessories or Performance Parts), providing coaching and development to ensure NPS and contact logging goals are met.
•    Production Capacity: Actively handle customer cases, calls, and chats alongside the team to maintain service levels and stay connected to the customer experience.
•    Escalation Management: Resolve agent-level escalations and coordinate further escalations to the Ford eCommerce business team when necessary.
•    Operational Oversight: Partner with Ford technology to manage CRM transitions and telephony routing logic; manage rollover/cross-training support between teams.
•    Process Improvement: Work with management to create empowerment processes, define use cases, and quantify emerging quality, fitment, or packaging issues.
•    Warranty & Goodwill: Oversee high-level warranty resolutions, including third-party engine analysis and labor allowance confirmations (DIO).
Education
•    High School Diploma or equivalent required
•    Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required
•    ASE and/or Manufacture Certification preferred
Experience
•    Minimum 2-3 years of customer service experience
•    Prior experience in a supervisory or lead role within a technical contact center environment.
•    Minimum 2-3 years’ recent experience as an automotive technician in a powertrain or 3-5 years technical knowledge with performance parts and/or accessories, or equivalent training – required
•    Automotive technical aptitude required (multiple assessments required) 
•    Engine diagnosis and repair experience 
•    Transmission diagnosis and repair experience 
•    Experience in the automotive aftermarket or performance parts industry is highly preferred.
Skills
•    Deep familiarity with Ford’s proprietary tools (PTS/Oasis, OWS, OEConnection, etc.).
•    Proven track record of driving high NPS and QA scores.
•    Strong organizational skills to balance administrative leadership duties with active production work.
•    Experience in the automotive aftermarket or performance parts industry is highly preferred.
Other
•    Hybrid work arrangement, onsite in Dearborn, MI