Senior Product Manager, Vehicle Care (Customer)

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

In this position...

The Vehicle Care Product Management team is looking for a Senior Product Manager to lead a critical customer-facing area: bringing the Vehicle Care experience to life in the FordPass mobile application.

You'll be responsible for defining the strategy, vision, and roadmap for how Ford owners interact with Vehicle Care features through the FordPass App. This role is all about transforming our existing fragmented vehicle care experience into a cohesive, data-driven platform that empowers Ford owners with actionable vehicle health insights and intuitive tools.

Think beyond just basic vehicle status; you'll explore and prioritize features that provide consolidated service planning, real-time vehicle health diagnostics / prognostics, personalized maintenance, DIY recommendations, education and seamless dealer connections – all through the trusted FordPass mobile experience.

This is a highly strategic role where you'll identify the highest value opportunities within the FordPass Vehicle Care space, balancing the needs of our customers, dealer partners, and the business. You'll make data-driven decisions, leveraging insights from the Vehicle Care Service Aggregation Guidance Engine (SAGE) and engaging deeply with users, dealers, and internal stakeholders to address the current $482M in lost parts revenue opportunity.

You'll be a key leader, working collaboratively with engineering, design, and business teams to bring this vision to life. The ideal candidate will be someone who is passionate about creating seamless, proactive mobile experiences, can navigate complexity with strategic thinking and tactical execution, and thrives in a dynamic, sometimes ambiguous environment. You'll need to take end-to-end ownership and drive results independently while being a strong advocate for the mobile user experience.

What you'll do...

• Define and Own the FordPass Vehicle Care Strategy: Establish the vision, goals, and investment areas for the Vehicle Care experience within the FordPass mobile application, ensuring alignment with the broader Vehicle Care pillar and overall business objectives.
• Identify and Prioritize FordPass Features: Deeply understand customer and dealer needs specific to the mobile app context through research, data analysis, and direct engagement. Translate these needs into a prioritized backlog and roadmap for FordPass features, working back from critical problems to be solved.
• Drive Integration with the Ecosystem: Ensure the FordPass experience seamlessly connects and integrates with dealer systems, SAGE backend data sources, and connected vehicle data to provide a unified and data-rich mobile experience.
• Collaborate with Mobile Design and Engineering: Partner closely with UX/UI designers to prototype and iterate on intuitive mobile interfaces and work hand-in-hand with mobile app engineering teams to drive feature development and delivery within the FordPass ecosystem.
• Conduct Discovery and Experimentation: Plan and execute iterative experiments and validation activities to test new FordPass concepts and gather customer feedback quickly through research methods.
• Analyze Data and Measure Impact: Define key performance indicators (KPIs) and objectives and key results (OKRs) for the FordPass Vehicle Care experience. Analyze usage data, customer feedback, and business metrics (e.g., feature adoption, service appointment conversion, parts revenue impact) to measure success and inform future iterations.
• Develop Product Pitches and Requirements: Create clear, concise product requirements and compelling pitches to articulate the value and details of new FordPass features to stakeholders at all levels, focusing on