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

Ford Motor • Allen Park, MI

2d • Hybrid

About The 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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
• 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.

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: Manager