Senior Manager, Vehicle Care & AI Driven Strategy - FCSD Digital Solutions

Senior Manager, Vehicle Care & AI Driven Strategy - FCSD Digital Solutions 

 

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

In this position... 

FCSD Digital Solutions exists to make servicing at Ford ridiculously easy for owners, powered by an exceptional dealer service experience, so they never consider going anywhere else. We start with real customer and dealer problems, translate business priorities into clear digital strategies, and empower teams to deliver measurable outcomes that matter.

As the Senior Manager, Vehicle Care & AI Driven Strategy- FCSD Digital Solutions, you will be a key transformational leader driving the strategic vision, business viability, and market adoption of our next-generation digital ecosystem. This is a high-visibility, forward-looking role designed for a strong strategist and change-maker who can take a major lead in accelerating our digital customer care initiatives.

Your time and impact will be focused across two primary areas of work:

• 70% Strategic Leadership & AI Roadmap Acceleration: You will own the long-term vision, business models, and performance metrics for our flagship AI-driven customer care agent. You will lead the transformation required to scale this massive initiative across the enterprise.
• 30% Digital Portfolio Activation: You will oversee the high-level positioning and market-facing activation strategies for our broader mobile and in-vehicle digital touchpoints. Dedicated product delivery teams will own the day-to-day execution and running of these plans, allowing you to focus on strategic alignment and market success.

In this role, you will bridge the gap between business strategy, technology, and marketing. You will act as the Directly Responsible Individual (DRI) for business outcomes, continuously leading "Business Risk" discovery to evaluate how our digital strategies perform operationally, financially, and brand-wide.

What you'll do...

Drive Strategic Vision & AI Roadmap Acceleration (70% Focus)

• 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.

Product Marketing, Positioning, Activation & GTM Strategy (30% Focus)

• Orchestrate GTM & Activation Plans: Partner with the 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.
• Ensure Portfolio Alignment: 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.
• Define Market Positioning: Develop and execute the overarching positioning, messaging, and value propositions for FCSD Digital Solutions, focusing on customer-centric benefits and competitive differentiation.
• Own Business Risk Discovery: 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 stakeholder

Stakeholder Management & DRI Leadership

• Serve as DRI for Vehicle Care Business Teams: Provide clear strategic direction, align cross-functional teams, and ensure strict accountability for business outcomes.
• Influence and Partner Cross-Functionally: Collaborate seamlessly with the Digital Product Team, Engineering, and Design to translate customer insights and business priorities into lovable digital service experiences.
• Navigate Complex Matrixed Environments: Build strong, collaborative relationships with internal business units, field operations, and dealership networks to secure buy-in, manage complex dependencies, and drive successful co-creation.

You'll have...

• 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.

Even better, you may have...

• Master of Business Administration (MBA) or advanced degree in a strategic or technical field.
• Experience launching, scaling, and driving GTM strategy for AI-driven products (e.g., Virtual Assistants, Generative AI, Conversational AI, or Predictive AI ecosystems).
• Deep familiarity with the Ford Customer Service Division (FCSD), dealer networks, or automotive aftermarket service dynamics.
• Proven track record of managing "Business Risk" discovery, validating product-market fit, and designing GTM strategies for complex digital ecosystems.
• Exceptional communication, storytelling, and presentation skills, with a demonstrated ability to influence executive leadership and external partners.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• 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. 

This position is leadership level 5 and ranges from $141,700-$268,300.     

Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

For more information on salary and benefits, click here: https://fordcareers.co/LL5

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid   #LI-MK1