Senior Product Manager, Service Enablement

Ford, Inc; Dearborn (MI); Hybrid; USD 116,000 - 218,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Parental leave

Vehicle discount

Job summary

Ford Energy seeks a Sr. Product Manager to lead after-sales service and support tooling across ownership lifecycle. You will define roadmaps, partner with engineering, data science, UX, and analytics teams, and lead deployment of agentic AI to speed answers and cut costs.

The role emphasizes ownership of 0-to-1 product development, field service workflows, and measurable impact, with a hybrid on-site requirement in the United States.

Qualifications

• 10+ years of progressive growth and experience leading Product Management in large scale environment.
• 5+ years of experience leading digital product development or AI enable products from planning through launch.
• 3+ years building systems where AI operates autonomously and demonstrates reliability.
• 3+ years of product management ownership from discovery to MVP and scaling.
• 1+ years shipping AI/ML enabled product features or strong understanding of LLM-based systems.

Responsibilities

• Own discovery and business-case development for service and support tooling initiatives.
• Identify where agentic AI can improve service processes and lead pilots to production.
• Collate analyses of service data to find bottlenecks and reduce time-to-resolution.
• Translate product vision into clear definitions and collaborate with cross-functional teams.
• Implement AI feedback loops to monitor customer feedback and drive improvements.
• Define metrics to demonstrate business and customer impact for service products.

Skills

Product management

AI product experience

Stakeholder leadership

Data-driven decisions

Cross-functional teams

Communication

Education

HS Diploma or equivalent

Tools

Salesforce Service Cloud

Job description

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

Ford Energy is a newly formed, wholly-owned subsidiary of Ford Motor Company dedicated to accelerating U.S. energy independence. Leveraging Ford’s century of manufacturing excellence and world-class battery energy storage systems (BESS) technology, Ford Energy designs, manufactures, and services grid-scale and commercial DC battery energy storage systems (BESS). Ford Energy is uniquely positioned to capture the growing demand for reliable, US-built energy storage systems. We are not just building batteries; we are building the infrastructure for the next generation of the American grid.

Why Ford Energy?

At Ford Energy, you have the backing of an industrial manufacturing powerhouse with the agility of a dedicated energy startup offering industry leading technology. We offer a competitive compensation package including performance-based bonuses, Ford vehicle discounts, and the opportunity to shape the energy strategy of one of the world's most iconic brands. Learn more at https://fordenergy.com.

In this position...

Shape the digital service experience for Ford Energy. Lead the after-sales software and support tools behind our battery energy storage products - from commissioning through service and warranty. You’ll build the capabilities customers, field teams, and partners depend on, while advancing agentic AI to deliver faster answers, resolve issues earlier, and reduce the cost to serve.

What you'll do...

The Ford Energy Digital Product team is seeking a Sr. Product Manager to lead our after-sales service and support tooling. In this role, you’ll define the roadmap for the digital tools our customers, field service engineers, support agents and authorized service providers rely on across the ownership lifecycle of Ford Energy products - and you’ll lead the deployment of agentic AI into those products where it can help customers get answers faster, resolve issues sooner, and deliver measurable impact for the business.

• Own discovery and business-case development for service and support tooling initiatives, grounding the roadmap in field research with field service engineers, support teams, authorized service providers, and customers, and in the operational and financial outcomes those tools drive.
• Identify where agentic AI can meaningfully improve the service and support process - case intake, triage and routing, work order preparation, evidence gathering for warranty claims, knowledge retrieval, guided resolution and proactive customer status updates - and lead responsible pilot-to-production deployment within the service CRM and the surrounding workflows, including evaluation criteria, guardrails, human-in-the-loop design, and measurement of customer and business impact.
• Asset telemetry and diagnostic AI are owned by a partner product team; this role consumes those outputs in service workflows rather than building them.
• Conduct deep-dive analyses of service case data, work order history, and support interactions to identify friction points, process bottlenecks, and opportunities to reduce time-to-resolution and cost-to-serve.
• Orchestrate cross-functional delivery by translating product vision into clear product definitions and technical requirements, partnering closely with Project Operations & Performance, Software Engineering, Data Science, UX Design and analytics teams from concept through launch and ongoing iteration.
• Implement AI-powered feedback loops into the product management process to monitor customer feedback, identify user friction, and identify and prioritize improvements.
• Synthesize customer insights and feedback, technical constraints and financial projections into high-impact recommendations for executive leadership, providing the strategic clarity and data-backed rationale required to secure buy-in and investment.
• Define and track input and output metrics to demonstrate business and customer impact for service and support products. Implement structured monitoring of frontline users to continuously improve adoption, usability, and outcomes.

You’ll have...

• HS Diploma or equivalent combination of relevant education and experience.
• 10+ years of progressive growth and experience leading Product Management in large scale environment
• 5+ years of experience leading digital product development or AI enable products from planning through launch and improvements.
• 5+ years of demonstrated ability to achieve strategic goals in an innovative and fast-paced \"internal startup\" environment, and to evolve product strategy based on research, data, and industry trends
• 3+ years of experience building systems where AI operates autonomously and can demonstrate how they made those systems reliable
• 3+ years of product management experience, including substantial ownership of 0-to-1 digital product development from customer discovery and strategy through MVP launch, scale-up, and measurement of business and customer outcomes.
• 1+ years of experience shipping AI or ML enabled product features, or a strong working understanding of how LLM-based and agentic systems are built, evaluated, and governed in production
• A deep passion for your customers, their needs, and for building and shipping products to meet those needs
• Experience with software that handles substantial amounts of data or connects to equipment.
• Strong communication, leadership, and customer-focused skills.

Even better, you may have...

• Domain knowledge in after-sales service, field service management, customer support platforms, or warranty operations - particularly for connected hardware, energy, or industrial products
• Prior experience deploying agentic AI, copilots, or automation into customer-facing or employee-facing workflows, including defining guardrails, evaluation frameworks, and human oversight; experience with Salesforce Service Cloud or similar case management and field service platforms
• Familiarity with energy storage, EV charging, or distributed energy systems, or with connected-product ecosystems more broadly Bachelor’s Degree in Business, Engineering, Human-Computer Interaction, or a related field; Master of Business Administration

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
• 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
• Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year's Day

This position is leadership level 6 and ranges from $115,500-$218,100. 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.

Internal applicants: moving into this role may result in an adjustment to your current compensation based on the posted pay range for this role, taking into consideration your qualifications and other relevant factors.

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.