Product Manager - Customer Sentiment

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. 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. ### Responsibilities 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 tec…