Senior Product Manager, Service Enablement

Ford Motor Company•Dearborn, MI

21h•$115,500 - $218,100•Hybrid

About The Position

Ford Energy, a wholly owned Ford Motor Company subsidiary, designs, manufactures, and services grid-scale and commercial DC battery energy storage systems. The Senior Product Manager will shape Ford Energy’s digital after-sales service experience and lead the product strategy for software and support tools used across the ownership lifecycle, from commissioning through service and warranty. The role serves customers, field service engineers, support agents, and authorized service providers. The position will identify opportunities to apply agentic AI in service and support workflows and lead responsible deployments from pilot through production. This includes defining evaluation criteria, guardrails, human oversight, and measures of customer and business impact. Asset telemetry and diagnostic AI are owned by a partner product team; this role incorporates those outputs into service workflows rather than building them. The Senior Product Manager will use field research and analysis of service cases, work orders, and support interactions to identify friction, bottlenecks, and opportunities to improve resolution time and cost to serve. The role coordinates delivery with operations, engineering, data science, UX, and analytics teams; establishes product requirements and impact metrics; monitors frontline user feedback and adoption; and presents data-backed recommendations to executive leadership. This is a hybrid position requiring onsite work four or more days per week. The posted salary range is $115,500–$218,100, with the final salary determined by skills, experience, job scope, responsibility, and market value. Visa sponsorship is not available.

Requirements

High school diploma or equivalent combination of relevant education and experience.
10+ years of progressive experience leading product management in a large-scale environment.
5+ years leading digital product development or AI-enabled products from planning through launch and improvements.
5+ years achieving strategic goals in an innovative, fast-paced internal-startup environment and evolving product strategy based on research, data, and industry trends.
3+ years building systems where AI operates autonomously, with demonstrated ability to make those systems reliable.
3+ years of product management experience, including substantial ownership of 0-to-1 digital product development from customer discovery and strategy through MVP launch, scale-up, and measurement of business and customer outcomes.
1+ years shipping AI- or ML-enabled product features, or a strong working understanding of how LLM-based and agentic systems are built, evaluated, and governed in production.
Strong customer focus and passion for understanding customer needs and building and shipping products to meet them.
Experience with software that handles substantial amounts of data or connects to equipment.
Strong communication, leadership, and customer-focused skills.
Legally authorized to work in the United States; employment eligibility verification is required at hire.

Nice To Haves

Domain knowledge in after-sales service, field service management, customer support platforms, or warranty operations, particularly for connected hardware, energy, or industrial products.
Experience deploying agentic AI, copilots, or automation into customer-facing or employee-facing workflows, including defining guardrails, evaluation frameworks, and human oversight.
Experience with Salesforce Service Cloud or similar case management and field service platforms.
Familiarity with energy storage, EV charging, distributed energy systems, or connected-product ecosystems.
Bachelor’s degree in Business, Engineering, Human-Computer Interaction, or a related field.
Master of Business Administration.

Responsibilities

Own discovery and business-case development for service and support tooling, using field research and operational and financial outcomes to inform the roadmap.
Identify opportunities for agentic AI in service and support workflows and lead responsible pilot-to-production deployment, including evaluation criteria, guardrails, human-in-the-loop design, and impact measurement.
Use partner-team asset telemetry and diagnostic AI outputs in service workflows; this role does not build those capabilities.
Analyze service case data, work order history, and support interactions to identify friction, process bottlenecks, and opportunities to reduce resolution time and cost to serve.
Translate product vision into product definitions and technical requirements, and coordinate delivery with Project Operations & Performance, Software Engineering, Data Science, UX Design, and analytics teams.
Implement AI-powered feedback loops to monitor customer feedback, identify user friction, and prioritize improvements.
Synthesize customer insights, technical constraints, and financial projections into data-backed recommendations for executive leadership and investment decisions.
Define and track input and output metrics demonstrating customer and business impact for service and support products.
Establish structured monitoring of frontline users to improve adoption, usability, and outcomes continuously.

Benefits

Immediate medical, dental, vision, and prescription drug coverage.
Paid parental leave, new parent ramp-up programs, and subsidized backup child care.
Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
Vehicle discount program for employees and family members, and management leases.
Tuition assistance.
Employee resource groups.
Paid time off for individual and team community service.
Vacation time, sick/personal time, and paid holidays, including the period between Christmas Eve and New Year’s Day.
Performance-based bonuses.
Competitive compensation package.
Opportunity to shape the energy strategy of Ford.