Product Manager , CRM Lifecycle Communications & Automation

Job ID: 72076
Location: Dearborn, Michigan
Category: Enterprise Technology

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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.

Enterprise Technology plays a critical part in shaping the future of mobility. If you’re looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people’s lives, this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.

In this position...

As the Product Manager for Lifecycle Communications & Automation, you will own the day-to-day delivery, reliability, and optimization of CRM journeys that keep customers informed and engaged throughout their relationship with Ford.

Your portfolio will include triggered communications, vehicle order status communications for customers and dealership stakeholders, and eCommerce-triggered journeys. These communications span channels such as email, in-app messaging, and SMS. You will translate business needs into clear requirements, manage communication rules and triggers, and coordinate delivery across business, marketing, data, analytics, and engineering teams.

Reporting to the Sr. Product Manager of Journey Enablement & Decisioning, you will also provide operational backup for AI-powered journey activations. Your ownership of ongoing delivery, performance optimization, and scalable quality-control practices will enable the Sr. Product Manager to focus on strategic decisioning capabilities and more complex personalization initiatives.

This is a hands-on product management role for someone who combines strong CRM Journey design knowledge (preferably in Salesforce Marketing Cloud), disciplined execution, analytical thinking, and curiosity about practical applications of AI. Success means delivering reliable communications, learning what improves journey outcomes, and scaling capabilities without a corresponding increase in manual effort.

Based in Dearborn, MI, this is a hybrid position with a requirement to be onsite four or more days per week.Relocation assistance may be available for qualified candidates.

What you'll do...

1. Own Lifecycle Communications and Journey Delivery

Manage the day-to-day delivery and continuous improvement of subscription transactional communications, vehicle order status communications, and eCommerce-triggered journeys.
Own and prioritize the product backlog, balancing new requirements, enhancements, defects, and operational improvements.
Translate business needs into clear user stories, acceptance criteria, and measurable outcomes.
Coordinate delivery across business stakeholders, marketing operations, data teams, and engineering.
Communicate delivery progress, dependencies, risks, and decisions to stakeholders.

2. Manage Communication Rules and Product Changes

Define and maintain rules governing communication eligibility, triggering events, timing, exclusions, and journey entry and exit.
Partner with subscription product teams to assess how bundled offerings affect existing communications and coordinate the necessary updates.
Ensure vehicle order status communications reflect relevant vehicle-build milestones and order updates for their intended recipients.
Manage eCommerce-triggered communications based on customer actions and business requirements.
Identify cross-journey dependencies and help prevent duplicate, conflicting, outdated, or incorrectly timed messages.
Maintain clear documentation of business logic, data dependencies, and changes.

3. Enable Execution Through Salesforce Marketing Cloud

Apply Salesforce Marketing Cloud expertise to assess feasibility, refine requirements, and troubleshoot journey behavior with delivery teams.
Partner on the configuration and validation of journeys, automations, audiences, data extensions, and triggered communications.
Understand how customer information, subscription status, vehicle order updates, and eCommerce events influence journey execution.
Coordinate user acceptance testing, release readiness, and post-launch validation.
Identify opportunities to simplify workflows and improve the maintainability of existing journeys.

4. Measure Journey Performance and Drive Test-and-Learn Optimization

Define journey objectives and success measures with business, marketing, and analytics partners, covering engagement, conversion, customer experience, and operational reliability.
Partner with marketing, analytics, and delivery teams to design and execute A/B tests and, where appropriate, holdout-based experiments to assess incremental impact.
Translate performance insights into improvements to journey logic, audiences, triggers, frequency, and channel coordination.

5. Scale Quality Control and Operational Reliability

Establish repeatable quality-control practices, including test scenarios, regression coverage, and release checklists.
Validate communication logic across product combinations, customer scenarios, data exceptions, timing rules, and exclusions.
Partner with technical teams to improve monitoring and identify missed triggers, unexpected audience volumes, duplicate messages, and other execution issues.
Coordinate issue triage, root-cause analysis, remediation, and preventive improvements.
Develop reusable playbooks and automated checks that allow quality control to scale without a corresponding increase in manual effort.

6. Apply AI and Automation to Improve Delivery

Identify practical opportunities to use approved AI tools and automation for requirements development, test-case generation, documentation, and quality analysis.
Test and refine approaches that reduce repetitive work while maintaining human review and appropriate data safeguards.
Partner with engineering and operations teams to turn successful approaches into reusable capabilities.
Measure improvements in delivery speed, manual effort, test coverage, and defect prevention.

7. Support AI-Powered Journey Activations

Provide operational backup for AI-powered journey activations, including requirements clarification, testing, release coordination, monitoring, and issue triage.
Collaborate with internal teams and external technology partners within established decisioning strategies and escalation processes.
Maintain working knowledge of journey workflows and dependencies to support continuity during peak delivery periods or coverage needs.
Use operational insights and stakeholder feedback to recommend improvements to journey reliability, efficiency, and customer experience.

You'll have...

Bachelor’s degree or equivalent combination of relevant education and experience
3+ years of experience in product management within CRM (Salesforce preferred) delivery/ marketing technology/ lifecycle communications, or similar area.Experience will include:
- Experience managing backlogs, defining user stories and acceptance criteria, prioritizing competing needs, and coordinating cross-functional delivery.
- Ability to translate complex eligibility, timing, triggering, and exclusion requirements into clear, testable communication logic.
- Experience coordinating user acceptance testing, validating releases, troubleshooting production issues, and driving improvements in quality and reliability.
- Ability to understand how data, integrations, and customer events influence journey execution and collaborate effectively with engineering and data teams.
- Experience defining hypotheses, coordinating A/B tests, evaluating results, and applying learnings to improve.
- Understanding of how email, in-app messaging, and SMS work together within lifecycle journeys, including channel-specific performance measures and customer-experience considerations.
- Strong written and verbal communication skills, with the ability to clarify requirements, manage dependencies, and explain issues to business and technical stakeholders.
- Ability to independently manage day-to-day priorities, escalate risks appropriately, and follow through on delivery and issue resolution.
6+ months of experience using AI and automation to improve productivity and quality, with a commitment to validating outputs and protecting sensitive information.

Even better, you may have...

Master’s degree in Computer Science, Business Administration, Information Systems, or a related field
Salesforce Marketing Cloud proficiency and hands-on experience with Journey Builder, Automation Studio, audience and data-extension management, and triggered communications.
Experience with transactional communications, eCommerce-triggered journeys, or ownership communications.
Experience with SQL, AMPscript, APIs, or event-driven integrations supporting automated communications.
Familiarity with holdout groups, incremental lift measurement, statistical significance, and common measurement limitations.
Experience with CRM reporting, dashboarding or business intelligence tools, and SQL for exploring journey performance.
Experience testing communication timing, frequency, channel selection, and sequencing to improve outcomes while limiting customer fatigue.
Experience developing automated checks, reusable test scenarios, regression testing, or monitoring that reduces manual effort.
Experience using AI tools for requirements development, test-case generation, documentation, or quality analysis.
Familiarity with AI-powered personalization, next-best-action decisioning, or dynamically orchestrated customer journeys.
Experience with Salesforce Data Cloud and its integration with marketing and journey execution.
Experience updating communication logic for bundled offerings, subscription changes, or other cross-product dependencies.
Relevant Salesforce Marketing Cloud certifications are a plus.

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 salary grade 7 or 8 and ranges from $99,600-$192,900.

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/GSR

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 with a requirement to be onsite four or more days per week.

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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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Product Manager , CRM Lifecycle Communications & Automation

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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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