Product Manager - Customer Sentiment

Ford • Dearborn, MI

8d • $80,000 - $140,000 • Hybrid

About The Position

The Ford and Lincoln retail mobile applications serve as essential digital front doors, fostering daily, meaningful relationships with customers by enabling them to maximize the use and value of their vehicles. As the primary digital channels, these cloud-based apps allow for rapid feature and content deployment globally, acting as a critical link between the customer and the Ford ecosystem. This position leads the global "Voice of the Customer" initiatives for the mobile app ecosystem, transforming user feedback, sentiment data, and beta insights into a cohesive product strategy that drives market adoption and excellence. The role bridges the gap between user perceptions and engineering execution, ensuring every release raises the bar for Ford’s digital standards.

Requirements

• Bachelor's degree in Business Administration, Marketing, Computer Science, Engineering, or a related field.
• 5-8+ years of experience in product management, customer insights, or mobile operations within the technology industry.
• Strong understanding of mobile digital ecosystems (iOS/Android), App Store Connect, and Google Play Console.
• Proven ability to articulate complex customer sentiment data into clear, actionable strategies for diverse audiences.
• Demonstrated ability to lead cross-functional teams (UX, Engineering, Legal) and influence stakeholders without direct authority.
• Ability to define and articulate a clear advocacy strategy that aligns with Ford’s global mobile goals.
• Strong organizational skills with a focus on finding and eliminating waste in the feedback-to-fix pipeline.
• A solve together" mindset - the ability to inspire and guide diverse teams toward a common goal of customer satisfaction.
• An analytical mindset to identify root causes and implementing lasting solutions.
• Appreciation for diverse user viewpoints and how they impact the mobile app and digital product strategy across different regions.
• Capacity to thrive in a fast-paced environment and be agile in the face of changing market conditions or app store requirements.
• Exceptional ability to build relationships withing product, engineering, design and regional leads.
• Hold yourself to the highest standard in representing the user.
• Prioritize work that adds the most value to the customer and Ford.
• Seek to understand the "why" behind user frustration and work for the whole, not just your part.

Nice To Haves

• Experience in the automotive, connected services, or IoT industries.
• Familiarity with localization best practices and how cultural nuances impact sentiment.
• Proficiency in sentiment platforms.
• Experience with project management methodologies.

Responsibilities

• Champion a unified system for feedback intake (App Stores, Social, NPS) and deliver holistic insight reports to triads and leadership to drive strategic alignment.
• Act as the liaison to the Platform and Growth team, providing qualitative context to quantitative data to enable a 360-degree view of app health.
• Conduct regular competitive analysis and monitor mobile OS updates (iOS/Android) to ensure Ford’s experience remains best-in-class and anticipates evolving user expectations.
• Manage the end-to-end Beta user experience for app store review replies to troubleshoot issues and foster community.
• Support the end-to-end app store submission process and translate technical release notes into customer-centric language that highlights value.
• Implement processes to communicate product improvements back to Product, Engineering and Design.
• Connect with users and monitor real-time sentiment during phased rollouts to inform "Go/No-Go" decisions.
• Translate raw sentiment data into a prioritized pain points to fix backlog entries and work with triads to ensure these items are successfully transitioned to implementation.
• Conduct end-to-end UAT from the customer's perspective, supporting both new feature testing and ongoing release validation.
• Systematically identify and prioritize critical issues arising from feedback, driving urgent problem-solving efforts with engineering to minimize user disruption.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level