Product Manager OTA Customer Experience

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? 

Come help build a better world, where every person is free to move and pursue their dreams. Ford Motor Company was built on the belief that freedom of movement drives human progress. It’s a belief that has fueled our passion to create great cars and trucks. And today, it drives our commitment to become the world’s most trusted mobility company, designing vehicles for a smart world that helps people move more safely, confidently, and freely. Ford is experiencing significant business transformation in an ever-changing digital world. We are dedicated to delivering distinctive products and solutions, having an “always on” relationship with customers, and continuously improving our user experience. 

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. Integrated Services creates and markets new customer products and experiences by integrating hardware, software, and services across Ford Blue, Model e, Ford Pro, and Lincoln. Within Integrated Services, our Digital Product Team leads the charge on creating innovative software for our customers. Through listening to customers, research, and a deep understanding of the market, this team leads the future on how Ford can differentiate its vehicles and create experiences customers love. We are looking for a passionate and driven product professional to redefine the future of mobility through Over-The-Air (OTA) software updates.

In this position... 

We empower our product teams to solve hard problems – customer problems and business problems – in ways that our customers love yet work for our business. Our product teams are cross-functional and durable, generally comprised of a product manager, a product designer, and several engineers. 

We staff our product teams with the skills necessary to come up with effective solutions that are valuable (our customers choose to buy or use), viable (the solution works within the many constraints of the business), usable (the user can figure out how to use), and feasible (our engineers have the skills and technology to implement). 

As a Product Manager for OTA Customer Experience (CX), you will be at the forefront of transforming how our customers interact with their vehicles through software updates. You will be responsible for driving initiatives that make software updates seamless, informative, and valuable for both retail and commercial customers. This is a high-impact role that requires a blend of strategic thinking, customer empathy, technical understanding, and exceptional communication skills. 

What you'll do...

• Drive Customer Engagement: Deeply understand the needs and pain points of Ford customers regarding vehicle software updates. Use customer insights, market research, and data analysis to identify opportunities to improve the OTA customer experience. 
• Lead with Data: Own the development and evolution of our OTA customer experience dashboard, tracking key metrics and KPIs that directly impact customer satisfaction and engagement.
• Shape the Future of Ford Pro: Lead the development and execution of an API platform strategy that enables Ford Pro customers to remotely configure, manage, monitor, and report on software updates for the vehicles in their fleet. 
• Collaborate and Influence: Work closely with engineering, design, marketing, and other cross-functional teams to define, prioritize, and deliver innovative OTA features and capabilities. Influence stakeholders at all levels of the organization to drive alignment and support for your product vision. 
• Communicate and Inspire: Craft compelling product narratives, presentations, and documentation to articulate the value of OTA updates and inspire stakeholders to embrace your vision. 
• Embrace a Growth Mindset: Continuously seek opportunities to learn and grow your product management skills, stay up to date on industry trends, and contribute to the overall success of the Digital Product Team. 

You'll have... 

• Bachelor’s degree required
• 3+ years of product management experience, with a proven track record of successfully launching and scaling software products. 
• Strong analytical skills and experience with data-driven decision making. 
• Excellent written and verbal communication skills, with the ability to craft compelling narratives and present complex informa