Product Manager - Customer Sentiment

Who we are: The Ford and Lincoln retail mobile applications serve as our essential digital front door, fostering daily, meaningful relationships with customers by enabling them to maximize the use and value of their vehicles. As the primary digital channels, these cloud-based apps allow us to rapidly deploy features and content globally, acting as a critical link between the customer and the Ford ecosystem.  

Achieving these goals requires more than just feature deployment; it demands a systematic approach to capturing, analysing, and acting upon the Voice of the Customer. This is where the Product Manager for Product Excellence and Customer Sentiment serve as the critical bridge - transforming global user feedback into roadmap actions.

In this position you will lead the global "Voice of the Customer" initiatives for our mobile app ecosystem. This role is pivotal in ensuring that user feedback, sentiment data, and beta insights are transformed into a cohesive product strategy that drives market adoption and excellence. The ideal candidate will possess a deep understanding of mobile digital ecosystems, a passion for user experience, and the ability to navigate complex cross-functional landscapes to turn customer pain points into implemented solutions. You will be responsible for bridging the gap between our users’ perceptions and our engineering execution, ensuring every release raises the bar for Ford’s digital standards. 

What You’ll Bring (Skills & Competencies)

• Strategic Vision: Ability to define and articulate a clear advocacy strategy that aligns with Ford’s global mobile goals.
• Operational Excellence: Strong organizational skills with a focus on finding and eliminating waste in the feedback-to-fix pipeline.
• Leadership & Influence: A solve together" mindset - the ability to inspire and guide diverse teams toward a common goal of customer satisfaction.
• Problem-Solving: An analytical mindset to identify root causes and implementing lasting solutions.
• Global Mindset: Appreciation for diverse user viewpoints and how they impact the mobile app and digital product strategy across different regions.
• Adaptability: Capacity to thrive in a fast-paced environment and be agile in the face of changing market conditions or app store requirements.
• Stakeholder Management: Exceptional ability to build relationships withing product, engineering, design and regional leads.

Ford OS Behaviors Check

• Excellence: You hold yourself to the highest standard in representing the user.
• Focus: You prioritize work that adds the most value to the customer and Ford.
• Collaboration: You seek to understand the "why" behind user frustration and work for the whole, not just your part. 

What you'll do...

1. Sentiment Strategy, Data Intake & Market Analysis

• Strategic Framework & Reporting: Champion a unified system for feedback intake (App Stores, Social, NPS) and deliver holistic insight reports to triads and leadership to drive strategic alignment.
• Metrics & Metrics Integration: Act as the liaison to the Platform and Growth team, providing qualitative context to quantitative data to enable a 360-degree view of app health.
• Competitor Benchmarking & Trends: Conduct regular competitive analysis and monitor mobile OS updates (iOS/Android) to ensure Ford’s experience remains best-in-class and anticipates evolving user expectations.

2. Community Engagement & Release Operations

• Beta Program & App Store Advocacy: Manage the end-to-end Beta user experience for app store review replies to troubleshoot issues and foster community.
• Release Coordination & Storefront Management: Support the end-to-end app store submission process and translate technical release notes into customer-centric language that highlights value.
• Closing the Loop & Rollout Monitoring: Implement processes to communicate product improvements back to Product, Engineering and Design.  Connect with users and monitor real-time sentiment during phased rollouts to inform "Go/No-Go" decisions.

3. Quality Assurance & Pain Point Implementation

• Pain Point Resolution: Translate raw sentiment data into a prioritized pain points to fix backlog entries and work with triads to ensure these items are successfully transitioned to implementation.
• User Acceptance Testing (UAT): Conduct end-to-end UAT from the customer's perspective, supporting both new feature testing and ongoing release validation.
• Proactive Issue Management: Systematically identify and prioritize critical issues arising from feedback, driving urgent problem-solving efforts with engineering to minimize user disruption.

You'll have...

• Education: Bachelor's degree in Business Administration, Marketing, Computer Science, Engineering, or a related field.
• Experience: [5-8+] years of experience in product management, customer insights, or mobile operations within the technology industry.
• Technical Expertise: Strong understanding of mobile digital ecosystems (iOS/Android), App Store Connect, and Google Play Console.
• Communication: Proven ability to articulate complex customer sentiment data into clear, actionable strategies for diverse audiences.
• Influence: Demonstrated ability to lead cross-functional teams (UX, Engineering, Legal) and influence stakeholders without direct authority.

Even better, you may have...

• Experience in the automotive, connected services, or IoT industries.
• Familiarity with localization best practices and how cultural nuances impact sentiment.
• Proficiency in sentiment platforms.
• Experience with project management methodologies.
  

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 child care 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 ranges from salary grade 6-8 from $80,000 - $140,000.

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.

This position is hybrid (onsite four days per week). 

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