About Us

Mercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find a tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

The 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.

The 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. These include the Financial Services Mobile App, Retail Private Customer, and Fleet/Commercial Portals.

As 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.

This business owner will ensure the customer-facing user-account management experiences are aligned, consistent, and measurable across the ecosystem. Scope 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.

This 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.

Key Responsibilities:

Product Delivery & Execution (30%):
• 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.
• Partner with cross-functional development teams (software engineering, UX/UI, QA, release management) to deliver roadmap commitments end-to-end.
• Define clear acceptance criteria and business-ready user stories/requirements to enable predictable delivery and quality outcomes.
• Monitor product health and performance (KPIs/SLAs) with the Digital Experience Analytics team and drive data-informed optimizations.
• Ensure escalated incidents from customer service teams are triaged, prioritized, and resolved through the product and engineering teams, with clear stakeholder communications.

Product Strategy & Vision (25%):
• 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.
• Serve as the business lead in an agile scrum team, defining and prioritizing product requirements to maximize business and customer value.
• Leverage customer feedback, competitive insights, data-driven analysis, and business insights to identify product innovation opportunities and drive improvement decisions.
• Act as the primary business contact for assigned products, ensuring quality through UAT, feedback rounds, and UX best practices.
• 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.

Collaboration & Integration (20%):
• 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.
• 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.
• Facilitate alignment across design, development, operations, legal/compliance, and customer service to resolve tradeoffs, remove blockers, and sustain high-quality releases.

Performance, Compliance & Maintenance (15%):
• 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.
• Drive SEO performance to maximize discoverability
• Ensure ADA compliance
• Monitor platform health, identifying and prioritizing opportunities for technical maintenance and performance improvements.
 
Stakeholder Engagement (10%):
• Serve as the primary advocate for Financial Services App channels within the team, and partner with business stakeholders, senior leadership, and cross-functional teams.
• Communicate the product vision, roadmap, and outcomes clearly and effectively to all stakeholders.
• Partner with Customer Experience teams to identify pain points and opportunities for further innovation, awareness, and/or communications.
• Collaborate with leadership-level stakeholders in Operations, Marketing, and Insurance functions to gather input on business value during the prioritization process.

QUALIFICATIONS

Education: Bachelor’s degree in Business, Marketing, Computer Science, Product Management, or related field; MBA or equivalent experience is a plus.

Experience:
- 5-7 years of experience in Digital, Marketing, or Financial Product Management, with a focus on customer-facing platforms (i.e. web portals and mobile apps).
- Proven experience in delivering complex, integrated digital solutions within multi-channel customer environments.
- Demonstrated success collaborating with development teams in an Agile or SAFe environment.

Technical & Functional Skills:
- Strong understanding of customer self-service channels, UX best practices, and digital product ecosystems.
- Knowledge of SEO optimization, ADA compliance, and regulatory validation for digital platforms.
- Experience with integrated systems supporting payments, document management, and virtual assistant technologies.
- Ability to analyze data, identify trends, and derive actionable insights to improve product performance. Many of the development teams and dependent collaborators are headquarters-based central teams located in the Central European Time zone. The ability to interact with these teams requires only English proficiency; however, an understanding of European working norms and cultural practices provides a distinct advantage.

Preferred Qualifications:

• Experience in financial services, automotive, or fleet/commercial industries.
• Familiarity with analytics tools and A/B testing frameworks.
• Knowledge of API integrations and cloud-based platforms.
• Understanding of European working norms and cultural practices.

Key Competencies:

• Leadership: Ability to drive product strategy and execution while inspiring cross-functional teams.
• Collaboration: Excellent ability to engage and influence stakeholders across the organization.
• Analytical Thinking: Proven ability to analyze customer needs and business metrics to drive decisions.
• Customer Focus: Deep commitment to delivering customer-centric solutions that drive adoption and satisfaction.
• Communication: Strong written and verbal communication skills with an ability to simplify complex topics.

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.