Senior Manager, Digital Program Management

In this position...

As the Global Program Manager, you are the chief orchestrator and single point of accountability for the global execution and performance of Ford’s new service lead program.

This is a senior leadership role designed for a master of cross-functional governance, not a technical delivery lead or an administrative project tracker. You will build, run, and enforce the global operating model that holds Product, Engineering, Regional Market Teams, FordDirect, and external partners accountable to delivering the product, technology and go-to-market roadmap and meeting business KPIs across both Retail and Ford Pro globally.

Operating at the intersection of business strategy and technical execution, you will use a disciplined PDCA (Plan, Do, Check, Act) framework to drive alignment, mitigate risks, manage dependencies, and ensure that every cross-functional team delivers on their commitments to drive dealer adoption, lead conversion, and FCSD profitability.

What you'll do...

Cross-Functional Governance & Operating Model (PDCA)

• Establish Global Governance: Define, implement, and lead the global management system, operating rhythm, and problem-solving cadence (PDCA) for the service lead program.

• Drive Alignment: Align disparate global stakeholders—including IT, Product, Regional Business Units, Marketing, and FordDirect—around a single, unified global roadmap and set of objectives.

• Run the "Check" Phase: Act as the objective evaluator of progress. Establish and monitor standardized global service lead metrics, holding cross-functional owners accountable when performance or delivery timelines drift from targets.

Delivery & Launch Accountability

• Hold IT & Product Accountable: Partner with and hold technical product teams and IT delivery leads accountable to critical milestones.

• Ensure Regional Readiness: Hold regional business and market teams accountable for executing local dealer change management, onboarding, and training plans to ensure successful platform rollout.

• Manage Cross-Functional Dependencies: Proactively identify and resolve friction points, resource constraints, or technical bottlenecks between teams (e.g., ensuring VHA/Prognostics deliver quality leads into VCP as scheduled).

Business Performance & Adoption Governance

• Enforce Adoption Targets: Hold regional market leaders accountable for driving dealer weekly usage (e.g., achieving and growing % weekly usage in the US) and implementing localized tactics to meet these goals.

• Drive Conversion Focus: Ensure regional operations and dealer relations teams are actively executing initiatives to establish and improve lead-to-RO conversion baselines.
  Strategic Planning & Resource Orchestration

• Lead 2027 Planning: Lead the global enterprise planning and prioritization process for VCP, orchestrating inputs from all stakeholders to build a cohesive 2027 business plan and inform demand planning.

• Govern Business Cases & Funding: Coordinate the development of robust business cases for future service lead expansion, ensuring alignment on value creation, and bring forward recommendations on global team structure, funding, etc.
   

Key Performance Indicators (KPIs) You Will Drive Accountability For:

• Roadmap Delivery Milestones: On-time, high-quality execution of global releases (e.g., EU5 launch, FordDirect integration) by IT and Product partners.

• Dealer Adoption Metrics: Regional adherence to weekly dealer usage targets (e.g., US target of 50%).

• Lead-to-RO Conversion: Global alignment and improvement of conversion baselines across all integrated lead sources.

• Governance Health: Effective operation of weekly/monthly PDCA cadences with 100% participation and action-closure from key cross-functional nodes.
  
   

You'll have...

• Bachelor’s degree in Business, Engineering, Information Systems, or a related field.

• 7 +Experience designing and running global governance structures/operating models (PDCA, Lean, Six Sigma, or similar continuous improvement frameworks)

• 7+ years of experience managing complex, multi-stakeholder global rollouts or platform launches.

• 7+ years of experience working with or managing relationships with external partners (e.g., DMS-type agency/vendor relationships)

• Conflict resolution and negotiation skills to manage cross-functional friction points and resource constraints.

• Expert knowledge of dealer operations, dealer change management, and onboarding/training processes.

• Strong understanding of automotive lead generation and conversion funnels (lead-to-RO conversion specifi