Senior Manager, Vehicle Care & AI Driven Strategy - FCSD Digital Solutions
Listed on 2026-07-02
-
IT/Tech
Digital Marketing, IT Business Analyst, AI Business & Operations
Senior Manager, Vehicle Care & AI Driven Strategy - FCSD Digital Solutions
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...
FCSD Digital Solutions exists to make servicing at Ford ridiculously easy for owners, powered by an exceptional dealer service experience, so they never consider going anywhere else. We start with real customer and dealer problems, translate business priorities into clear digital strategies, and empower teams to deliver measurable outcomes that matter.
As the Senior Manager, Vehicle Care & AI Driven Strategy- FCSD Digital Solutions, you will be a key transformational leader driving the strategic vision, business viability, and market adoption of our next-generation digital ecosystem. This is a high-visibility, forward-looking role designed for a strong strategist and change-maker who can take a major lead in accelerating our digital customer care initiatives.
Your time and impact will be focused across two primary areas of work:
- 70% Strategic Leadership & AI Roadmap Acceleration:
You will own the long-term vision, business models, and performance metrics for our flagship AI-driven customer care agent. You will lead the transformation required to scale this massive initiative across the enterprise. - 30% Digital Portfolio Activation:
You will oversee the high-level positioning and market-facing activation strategies for our broader mobile and in-vehicle digital touchpoints. Dedicated product delivery teams will own the day-to-day execution and running of these plans, allowing you to focus on strategic alignment and market success.
In this role, you will bridge the gap between business strategy, technology, and marketing. You will act as the Directly Responsible Individual (DRI) for business outcomes, continuously leading "Business Risk" discovery to evaluate how our digital strategies perform operationally, financially, and brand-wide.
ResponsibilitiesWhat you'll do...
Drive Strategic Vision & AI Roadmap Acceleration (70% Focus)
- Establish the North-Star Vision:
Define and champion the long-term strategic vision and roadmap for our next-generation AI customer agent, ensuring it aligns with enterprise-level growth and customer experience goals. - Design and Track Performance Metrics:
Define the "North-Star" metrics, business value models, and KPIs (e.g., adoption, retention, resolution rates, and ROI) to measure and continuously optimize the business impact of AI initiatives. - Lead Business & Digital Transformation:
Act as a change agent across the enterprise, leveraging transformation frameworks to shift internal paradigms, scale conversational AI capabilities, and align diverse business units around AI-first customer experiences. - Synthesize Market & Competitive Intelligence:
Apply Deep AI & Strategy Expertise:
Maintain a cutting-edge understanding of conversational AI, generative AI, and virtual assistant trends to keep Ford at the forefront of automotive digital service innovation. Conduct deep strategic analysis of market trends, emerging technologies (such as generative and conversational AI), and competitor landscapes to ensure our digital strategy remains highly competitive.
Product Marketing, Positioning, Activation & GTM Strategy (30% Focus)
- Orchestrate GTM & Activation Plans:
Partner with the Digital Product Teams to activate market-facing plans for the Ford App Service and In-Vehicle Service experiences, empowering product teams to handle day-to-day execution. - Ensure Portfolio Alignment:
Maintain strategic alignment across the entire FCSD Digital Solutions portfolio, ensuring a seamless, unified customer journey as users transition between the Ford App, IVI, and VCAI. - Define Market Positioning:
Develop and execute the overarching positioning, messaging, and value propositions for FCSD Digital Solutions, focusing on customer-centric benefits and competitive differentiation. - Own Business Risk Discovery:
Act as the primary owner for the…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).