Manager, Business Strategy

Customer Digital Strategy Implementation Manager

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?

In this position...

The Customer Digital Strategy Implementation Manager will be a key driver in bringing Ford's vision for a seamless and convenient digital customer experience in vehicle service and maintenance to life.

This role is responsible for the successful execution and rollout of the digital strategy identified within the Customer Digital Strategy roadmap. Working closely with cross-functional teams, this manager will bridge the gap between strategy and execution, ensuring that digital capabilities are delivered effectively to address customer pain points, enhance satisfaction, and contribute to VIN share growth.

Responsibilities

What you'll do...

• Cross-functional Coordination : Collaborate extensively with Product Management, IT, Engineering, Marketing, Dealer Operations, and external vendors to ensure alignment, integration, and successful delivery of digital solutions across the customer service journey (pre-service, in-service, post-service).
• Requirements Translation : Work with strategy and product teams to translate high-level strategic objectives and customer pain points into detailed functional and technical requirements for digital capabilities (e.g., Ford App features, dealer tools, IVI integrations).
• Stakeholder Management : Act as a central point of contact for project stakeholders, providing regular updates, managing expectations, and facilitating decision-making to keep implementation on track.
• Performance Monitoring : Define and track implementation-specific metrics and KPIs, working with data strategy, program management, and analytics teams to monitor the effectiveness of deployed digital solutions and identify areas for optimization.
• Problem Solving : Proactively identify and resolve implementation challenges, bottlenecks, and dependencies, escalating issues as necessary to ensure timely and effective resolution.
• Process Improvement : Continuously seek opportunities to optimize implementation processes, enhance efficiency, and improve the overall quality of digital solution delivery.
• Strategic Implementation : Partner with the CX Implementation team to deliver GTM plans to deliver the digital customer experiences of record.

Qualifications

You'll have...

Even better, you may have...

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 builderor all of the above? No matter what you choose, we offer a work life that works for you, including :

This position is a leadership level 6.

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.