Product Manager - Customer Sentiment

Ford Motor • Dearborn, MI

8d • Hybrid

About The Position

The Ford and Lincoln retail mobile applications serve as our essential digital front door, 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 us to rapidly deploy features and content globally, acting as a critical link between the customer and the Ford ecosystem. Achieving these goals requires more than just feature deployment; it demands a systematic approach to capturing, analysing, and acting upon the Voice of the Customer. This is where the Product Manager for Product Excellence and Customer Sentiment serve as the critical bridge - transforming global user feedback into roadmap actions. In this position you will lead the global "Voice of the Customer" initiatives for our mobile app ecosystem. This role is pivotal in ensuring that user feedback, sentiment data, and beta insights are transformed into a cohesive product strategy that drives market adoption and excellence. The ideal candidate will possess a deep understanding of mobile digital ecosystems, a passion for user experience, and the ability to navigate complex cross-functional landscapes to turn customer pain points into implemented solutions. You will be responsible for bridging the gap between our users’ perceptions and our 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.

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