Director, Digital Service Platforms

Job ID: 67465
Location: Allen Park, Michigan
Category: Marketing & Sales

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At Ford, you’ll work on ideas that matter, alongside passionate people who want to make a global impact. Together, we’re shaping the next era of transportation—grounded in purpose, driven by progress. Make your move.

Job Type: Full time
Work Type: Hybrid

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We made history and now we work to transform the future - for our customers, our communities, and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

In this position...

Service Engineering & Operations is seeking an experienced individual to lead the charge in transforming the performance, stability, and future-readiness of our expansive digital backbone — the foundation that empowers dealer service personnel with robust, efficient tools across every touchpoint: the service lane (Service Advisors), the service bay (Technicians), and claims submission. This leader will navigate significant complexity across systems and architectures, balancing rock-solid reliability with a relentless drive toward modernization and efficiency.

This role also serves as a critical strategic interface with our partners in FCSD Tech (IT), stewarding the allocated IT budget and ensuring that projects not only progress against aligned timelines and roadmaps, but actively accelerate delivery of prioritized business needs — driving forward-looking modernization efforts alongside essential system maintenance.

What you'll do...

Technology Leadership & Innovation

Drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations—elevating performance, resilience, and capability beyond current baselines across PTS, FDRS, OWS, GTAC, GCAMP, and associated back-end platforms (GOASIS, SAVE, FDSP, etc.)

Champion next-generation system architecture and capability roadmaps that anticipate future business needs rather than simply sustaining existing operations

Strategic Planning & Portfolio Leadership

Own the multi-year vision for IT-enabled business transformation, translating emerging needs into a forward-looking technology roadmap

Build and lead a dynamic demand pipeline—proactively sizing, prioritizing, and sequencing new initiatives to maximize business impact and innovation velocity

Establish leading-edge metrics and scorecards that measure transformational progress, not just delivery against static commitments, and use these insights to course-correct and accelerate outcomes with senior leadership

Digital Transformation Partnership

Serve as a catalyst with the Digital Repair Strategy team, co-architecting the technology capabilities that will redefine the future state of SE&O operations

Lead cross-functional efforts to reimagine and measurably improve core business KPIs (Mean Time to Diagnose, Mean Time to Repair, RO Duration, FIR, etc.)—setting new performance benchmarks rather than maintaining current levels

Talent & Culture Transformation

Cultivate a bold, inclusive team culture that attracts top talent and unleashes innovative thinking, empowering a diverse, customer-obsessed team to challenge convention

Elevate team capability through ambitious training and development targets that build future-ready skillsets

Drive meaningful Individual Development Plans that stretch employees toward new competencies and career growth

Foster a coaching culture rooted in continuous feedback, team empowerment, and process reinvention to unlock each employee's full potential

Culture & Leadership

Model and champion Ford OS behaviors, actively driving the team toward breakthrough Excellence, Focus, and Collaboration

Champion work-life balance as a strategic enabler of sustained high performance and innovation, not just a supportive perk

You'll have...

This leader should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other cross-functional teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations. The ideal candidate has the following:

BS in MIS, CS, or IT - Masters degree preferred

Prior experience in systems architecture, IT Governance, vendor/service management, and IT alignment with business processes

Familiarity and experience with Dealer Operations preferred

Experience and ability to:
- Lead through influence and collaborate across Ford Customer Service Division functional activities, FCSD Tech (IT), Digital Products, and other Enterprise partners
- Usage of data and customer insights to influence strategic decisions

5+ years' experience in leading a larger team (40+) required

Technical & Systems Competencies

Enterprise IT Architecture Knowledge – Understanding of complex, interconnected system landscapes

Systems Thinking – Ability to see how changes in one system ripple across an interconnected digital ecosystem

IT Modernization & Digital Transformation Acumen – Familiarity with legacy system migration, cloud strategies, API integration, and platform modernization approaches

Data & Analytics Fluency – Comfort with KPI dashboards, scorecards, and translating metrics (MTTD, MTTR, RO Duration, FIR) into actionable insight

Strategic & Business Leadership

Strategic Planning & Road mapping – Ability to translate a multi-year vision into executable plans and prioritized backlogs

Business Case Development & Prioritization (T-shirt sizing, demand intake) – Skilled in evaluating competing priorities against resource constraints

Financial/Budget Acumen – Experience managing or influencing IT budgets, cost-benefit tradeoffs, and vendor/partner spend

Executive Communication & Influence – Ability to synthesize complex technical status into clear narratives for senior leadership

Vendor/Partner Management – Experience serving as a liaison between business and IT organizations (e.g., FCSD Tech)

Change & Transformation Leadership

Change Management – Skilled in leading teams and stakeholders through modernization initiatives and process transformation

Innovation Mindset – Willingness to challenge status quo processes and drive continuous improvement

Risk Management – Balancing system stability/robustness with the pace of transformation and new capability delivery

Agile/Iterative Delivery Knowledge – Familiarity with agile methodologies for managing IT delivery timelines and roadmaps

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

This position is a leadership level 4.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

For more information on salary and benefits, click here: https://fordcareers.co/LL4Benefits

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week.

#LI-Hybrid #LI-WC2

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Change the world with your ideas.

Speak up. We’re listening. At Ford, we believe the right ideas, and the people behind them, can move an entire industry. Here, you'll work with teams who value your voice, push bold ideas forward, and leave a mark that lasts.

An office lobby with people in various activities.

Support designed to go the distance.

From day one, Ford invests in you with medical benefits built to help you plan for what’s next. You’ll also get support for you and your family that meets you at every step, so you can move forward with confidence.

Health and Wellness

Comprehensive medical, dental, vision, mental health, and unique wellness perks keep you and your family supported every step of the way.
Financial and Retirement Programs

Build a strong financial future with robust retirement contributions, savings programs, and free personalized financial planning tools.
Flexible Vacation and Holidays

Enjoy your time away from work with generous vacation, holidays, and flexible family leave designed to help you balance life and work with ease.
Vehicle Discount Program

The best thing about building great products is driving them! The second-best thing: sharing your discount with family and friends so they can drive them, too.
Family Growth and Support

Grow your family confidently with fertility, surrogacy, and adoption assistance, paid parental leave, and a supportive new-parent ramp-up program.
Additional Programs

Enjoy unexpected extras like pet insurance, legal services, identity protection, and access to convenient health and wellness services.

Ford gives me the space to innovate, to lead, and to serve — all while staying true to who I am as an engineer, educator, and parent. It’s not just a career; it’s a community that drives change.

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Director, Digital Service Platforms

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Change the world with your ideas.

Support designed to go the distance.

Health and Wellness

Financial and Retirement Programs

Flexible Vacation and Holidays

Vehicle Discount Program

Family Growth and Support

Additional Programs

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