Manager, Business Strategy

About the position 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

• 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.

Requirements

• Bachelor's degree in Business Administration, Project Management, Information Technology, Marketing, or a related field.
• 5+ years of experience in project management, program management, or digital implementation roles, preferably within a large, complex organization.
• Proven track record of successfully delivering complex digital products, platforms, or customer-facing initiatives.
• Strong understanding of digital technologies, platforms, and their application to enhance customer experience.
• Excellent organizational, planning, and problem-solving skills, with a keen attention to detail.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to influence and manage diverse stakeholder groups.
• Experience with agile development methodologies.

Nice-to-haves

• Master's degree or MBA.
• Experience in the automotive industry, particularly in customer service, digital transformation, or dealer operations.
• PMP, Agile, or other relevant project management certifications.
• Familiarity with customer journey mapping and experience designing user-centric digital solutions.
• Experience with change management best practices and tools.
• Knowledge of Ford's digital ecosystem (e.g., Ford App, FordPass, dealer systems).

Benefits

• 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.

Apply tot his job Apply To this Job