Product Manager - Customer Sentiment
About The Position
The Ford and Lincoln retail mobile applications are essential digital front doors that foster 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 deployment of features and content 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
- Deep understanding of mobile digital ecosystems.
- Passion for user experience.
- Ability to navigate complex cross-functional landscapes.
- Strategic Vision: Ability to define and articulate a clear advocacy strategy that aligns with Ford’s global mobile goals.
- Operational Excellence: Strong organizational skills.
- Leadership & Influence: A "solve together" mindset.
- Problem-Solving: An analytical mindset.
- Global Mindset: Appreciation for diverse user viewpoints and how they impact the mobile app and digital product strategy across different regions.
- Adaptability: Capacity to thrive in a fast-paced environment and be agile in the face of changing market conditions or app store requirements.
- Stakeholder Management: Exceptional ability to build relationships withing product, engineering, design and regional leads.
Responsibilities
- Lead the global "Voice of the Customer" initiatives for the mobile app ecosystem.
- Transform user feedback, sentiment data, and beta insights into a cohesive product strategy.
- Drive market adoption and excellence through customer-centric product development.
- Identify and eliminate waste in the feedback-to-fix pipeline.
- Inspire and guide diverse teams toward a common goal of customer satisfaction.
- Identify root causes of customer pain points and implement lasting solutions.
- Build relationships with product, engineering, design, and regional leads.
- Represent the user and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
