Senior Manager, Vehicle Care – AI Driven Strategy

Ford Motor Company

Senior Manager driving digital strategy and business transformation for Ford's AI-driven customer care initiatives. Overseeing strategic vision and portfolio activation to enhance customer experience.

Posted 6/30/2026full-timeAllen Park • Missouri • 🇺🇸 United StatesSenior💰 $141,700 - $268,300 per yearWebsite

About the role

Key responsibilities & impact

Establish the North-Star Vision: Define and champion the long-term strategic vision and roadmap for our next-generation AI customer agent, ensuring it aligns with enterprise-level growth and customer experience goals.
Design and Track Performance Metrics: Define the "North-Star" metrics, business value models, and KPIs (e.g., adoption, retention, resolution rates, and ROI) to measure and continuously optimize the business impact of AI initiatives.
Lead Business & Digital Transformation: Act as a change agent across the enterprise, leveraging transformation frameworks to shift internal paradigms, scale conversational AI capabilities, and align diverse business units around AI-first customer experiences.
Synthesize Market & Competitive Intelligence: Apply Deep AI & Strategy Expertise: Maintain a cutting-edge understanding of conversational AI, generative AI, and virtual assistant trends to keep Ford at the forefront of automotive digital service innovation. Conduct deep strategic analysis of market trends, emerging technologies (such as generative and conversational AI), and competitor landscapes to ensure our digital strategy remains highly competitive.
Partner with Digital Product Teams to activate market-facing plans for the Ford App Service and In-Vehicle Service experiences, empowering product teams to handle day-to-day execution.
Maintain strategic alignment across the entire FCSD Digital Solutions portfolio, ensuring a seamless, unified customer journey as users transition between the Ford App, IVI, and VCAI.
Develop and execute the overarching positioning, messaging, and value propositions for FCSD Digital Solutions, focusing on customer-centric benefits and competitive differentiation.
Act as the primary owner for the "Business Risk" discovery dimension. Continually assess, stress-test, and validate whether proposed digital and AI solutions will work operationally, financially, and strategically for all areas of the business and key stakeholders.

Requirements

What you’ll need

Bachelor's degree
8+ years of experience in strategic product marketing, digital product strategy, business transformation, or digital product management.
3+ years of experience with a track record of defining product roadmaps, establishing business cases, and designing complex KPI/metric frameworks.
3+ years of experience directly leading, mentoring, and developing professional teams.
3+ years of experience managing complex, cross-functional stakeholder relationships and driving alignment in a matrixed organization.
2+ years of experience leading large-scale digital or organizational transformation initiatives, with a demonstrated ability to accelerate complex, high-impact programs.
Master of Business Administration (MBA) or advanced degree in a strategic or technical field (preferred).

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.

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Hard Skills & Tools

Product Roadmap DefinitionBusiness Case EstablishmentPerformance Metrics DesignAI Customer Agent DevelopmentConversational AI ExpertiseGenerative AI KnowledgeDigital Transformation LeadershipMarket Trend AnalysisChange ManagementCustomer Experience Optimization

Soft Skills

Team LeadershipMentoringStakeholder AlignmentCommunicationChange Agent

Certifications

Master of Business Administration (MBA)Advanced Degree in Strategic or Technical Field