Senior Product Manager, Vehicle Care

Senior Product Manager, Vehicle Care 

 

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 at the forefront of transforming the Ford vehicle ownership experience, and we're looking for a Senior Product Manager to lead a cutting-edge initiative. This role is specifically responsible for defining the strategy, building the product, and driving the adoption of a groundbreaking AI-augmented two-way messaging platform that connects our dealer partners (via the Vehicle Care Portal - VCP) directly with our customers (via FordPass).

You will be instrumental in leveraging sophisticated technologies like Large Language Models (LLMs) and integrating with critical Service Scheduling APIs to move from manual, reactive communications to proactive, intelligent engagement. This isn't just about sending messages; it's about creating seamless, personalized interactions that build customer trust, significantly improve dealer efficiency by reducing manual workload, and unlock substantial revenue opportunities currently being missed.

As the Senior Product Manager for this area, you will be a true owner, making data-driven decisions informed by connected vehicle insights and business performance metrics like Service Appointments Booked and Parts Revenue. You will coordinate strategy and development across engineering, design, data science, AI specialists, and multiple product teams (VCP, FordPass, Service APIs), while also closely partnering with our dealers and external vendors.

The ideal candidate will be deeply passionate about solving complex problems, thrive in an ambiguous and dynamic environment, and possess the ability to operate both strategically in defining the future vision and tactically in delivering results through iterative development. You will be a leader within the organization, taking end-to-end ownership and successfully navigating cross-functional dependencies to bring this critical platform to life.

What you'll do...

• Product Strategy & Vision: Own and define the product strategy, vision, and roadmap for the AI-augmented two-way messaging platform, aligning it with the broader Vehicle Care product pillar goals and key business outcomes (e.g., increasing service appointments, parts revenue, dealer efficiency).
• Platform Leadership: Lead the end-to-end development and launch of the messaging platform, integrating capabilities like LLM augmentation, service scheduling APIs, and connections between the Dealer VCP and customer FordPass experiences.
• Data Integration & AI Enablement: Define the requirements for and enable the integration of diverse data sources (Vehicle Health, Prognostics, Customer Data, Service History, Appointment Status, etc.) to power the AI/LLM capabilities and facilitate personalized, contextually relevant communications.
• Cross-Functional & Partner Coordination: Serve as the primary product liaison, coordinating closely with dedicated Engineering, Design, Data Science, and AI teams, as well as aligning and collaborating with partner product teams.
• Experimentation & Iteration: Design and execute iterative, fast-paced experiments to validate hypotheses, optimize communication strategies (e.g., text vs. FordPass, level of automation vs. concierge approach), and drive continuous product improvement.
• Performance Analysis & Optimization: Define key product metrics, analyze platform performance against KPIs (Service Appointments, RO Volume, Parts Revenue, Service Loyalty), identify areas for optimization, and translate insights into actionable product requirements.
• Requirements & Roadmap Management: Translate the product strategy into detailed requirements, user stories, and a high-quality, phased product roadmap (reflecting the planned implementation stages) for the development teams.
• Reporting & Communication: Manage regu