Senior Product Manager, Service Enablement

Ford • Dearborn, MI

1d • $115,500 - $218,100 • Hybrid

About The Position

Ford Energy, a newly formed 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 after-sales service experience, leading the software and support tools used from commissioning through service and warranty. The role defines the roadmap for tools used by customers, field service engineers, support agents, and authorized service providers across the product ownership lifecycle.

The position also leads responsible deployment of agentic AI in service products and workflows to help users get answers faster, resolve issues sooner, and reduce cost to serve. The role consumes asset telemetry and diagnostic AI outputs owned by a partner product team rather than building those systems. It works across operations, engineering, data science, UX, and analytics, translating customer research, technical constraints, and financial projections into product decisions and measurable outcomes. The position is hybrid, with a requirement to be onsite 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 improvements.
• 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 in which 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 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.
• 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.

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 research with field service engineers, support teams, authorized service providers, and customers, as well as operational and financial outcomes.
• Identify appropriate applications of agentic AI in service and support processes, and lead responsible pilot-to-production deployment in the service CRM and related workflows.
• Define evaluation criteria, guardrails, human-in-the-loop design, and measurement of customer and business impact for agentic AI deployments.
• Use outputs from partner-owned asset telemetry and diagnostic AI in service workflows; do 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.
• Orchestrate cross-functional delivery by converting product vision into product definitions and technical requirements, partnering with operations, software engineering, data science, UX design, and analytics from concept through launch and iteration.
• 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 secure buy-in and investment.
• Define and track input and output metrics demonstrating customer and business impact for service and support products.
• Implement structured monitoring of frontline users to improve adoption, usability, and outcomes.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED