Senior Product Manager, Service Enablement

Ford Motor•Dearborn, MI

22h•Hybrid

About The Position

Ford Energy, a wholly owned subsidiary of Ford Motor Company, designs, manufactures, and services grid-scale and commercial DC battery energy storage systems. The Senior Product Manager will shape Ford Energy’s digital service experience by leading the after-sales software and support tools customers, field teams, and partners use across the product ownership lifecycle, from commissioning through service and warranty. The role defines the roadmap for service and support tooling and deploys agentic AI where it can help users get answers faster, resolve issues sooner, and improve business outcomes. The position owns discovery and business-case development for service and support tools, using field research and operational and financial data to guide the roadmap. It identifies and leads responsible agentic AI pilots and production deployments within the service CRM and related workflows, with appropriate evaluation criteria, safeguards, human oversight, and impact measurement. Asset telemetry and diagnostic AI are managed by a partner product team; this role uses their outputs in service workflows rather than building those capabilities. The Senior Product Manager analyzes service cases, work orders, and support interactions; coordinates delivery with operations, engineering, data science, UX, and analytics; and uses customer feedback and monitoring to improve adoption, usability, and outcomes. The role also develops data-backed recommendations for executive leadership and defines metrics to demonstrate customer and business impact. This is a hybrid position requiring onsite work four or more days per week.

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 improvement.
5+ years demonstrating the ability to achieve strategic goals in an innovative, fast-paced internal-startup environment and evolve product strategy based on research, data, and industry trends.
3+ years building systems where AI operates autonomously, with the ability to demonstrate how those systems were made 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+ year of experience 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.
Passion for understanding customers and building and shipping products that meet their needs.
Experience with software that handles substantial amounts of data or connects to equipment.
Strong communication, leadership, and customer-focused skills.

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 safeguards, 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

Define the roadmap for digital service and support tools used by customers, field service engineers, support agents, and authorized service providers across the ownership lifecycle.
Lead discovery and business-case development for service and support tooling initiatives, grounding decisions in field research and operational and financial outcomes.
Identify opportunities for agentic AI in service and support workflows, and lead responsible pilot-to-production deployment within the service CRM and related workflows.
Define AI evaluation criteria, guardrails, human-in-the-loop design, and measurement of customer and business impact.
Use partner-team asset telemetry and diagnostic AI outputs in service workflows; do not build those capabilities.
Analyze service case data, work order history, and support interactions to identify friction, bottlenecks, and opportunities to reduce resolution time and cost to serve.
Translate product vision into product definitions and technical requirements, and orchestrate delivery with operations, software engineering, data science, UX design, and analytics teams from concept through launch and iteration.
Implement AI-powered feedback loops to monitor customer feedback, find 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 to demonstrate customer and business impact.
Monitor frontline users to continuously improve product adoption, usability, and outcomes.

Benefits

Immediate medical, dental, vision, and prescription drug coverage.
Paid parental leave and new parent ramp-up programs.
Subsidized backup child care.
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 between Christmas Eve and New Year’s Day.
Performance-based bonuses.