Drive Operational Excellence - Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).

Lead and Develop a High-Performing Team - Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.

Handle and Prevent Escalations - Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.

Elevate Technical Excellence - Be a hands-on technical leader capable of reviewing and advising on complex cases across networking, DNS, WAF, Zero Trust, and performance.

Collaborate Cross-Functionally - Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.

What You'll Bring - 10+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.

Bonus Points - Experience supporting security, CDN, Zero Trust, or performance optimization products.

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The leader will own the strategy, roadmap, and execution of the Vehicle Health Alerts experience, ensuring it aligns with business goals, delivers measurable impact, and integrates seamlessly into the broader Vehicle Care ecosystem.

Responsibilities:

• Own the Vehicle Health Alerts (VHA) strategy for diagnostics and prognostics.
• Define and execute on the product vision and mission: clear, actionable vehicle insights that empower commercial and retail customers to prevent breakdowns and make informed maintenance decisions.
• Identify and prioritize the top problems to solve: unplanned downtime, low lead generation, misaligned maintenance schedules, and diagnostic messaging clarity.
• Ensure alignment with global and portfolio-level strategies for Vehicle Care.

Product Roadmap & Delivery:

• Develop and maintain a comprehensive product roadmap for Vehicle Health Alerts, balancing predictive insights, diagnostics, and dealer-focused capabilities.
• Partner with engineering, data/AI, UX, and analytics teams to deliver high-quality, scalable solutions.
• Support prototyping, pilot testing, and iterative releases, ensuring customer and dealer validation before scaling.
• Collaborate with cross-functional stakeholders (business, operations, dealer teams) to integrate Vehicle Health Alerts into broader dealer and customer workflows.

Metrics & Impact:

• Define and monitor leading and lagging indicators, including:

+ % of actionable leads delivered to dealers (leading) + Lead conversion rate and parts revenue + Warranty cost avoidance + Diagnostic message clarity improvements + Prognostics precision and recall

• Drive towards the long-term vision and North Star metrics.
• Regularly report performance, identify gaps, and lead continuous improvement efforts.

Customer & Dealer Value Delivery:

• Ensure alerts are clear, accurate, and actionable for both customers and dealers.
• Translate technical diagnostics into easy-to-understand guidance for drivers.
• Partner with dealer-facing product teams to maximize lead conversion, service revenue, and operational efficiency.
• Focus on real-world usage data to optimize predictive and diagnostic accuracy.

Cross-Functional Leadership:

• Lead a team of product managers fostering collaboration and accountability.
• Work closely with Engineering, Data/AI, Business and Operations teams to ensure feasibility, quality, and timeliness of delivery.
• Align with the global Vehicle Care organization to scale solutions across markets.
• Act as a subject matter expert on predictive diagnostics and proactive service.

Qualifications:

• 8–12+ years in digital product management, preferably in automotive, connected vehicles, or predictive maintenance.
• Proven ability to define product strategy, prioritize roadmaps, and drive measurable business impact.
• Experience with AI/ML-driven predictive analytics, diagnostics, or prognostics.
• Strong understanding of customer-facing applications and dealer operations.
• Data-driven mindset, comfortable defining and tracking metrics for leading and lagging indicators.
• Cross-functional leadership experience in matrixed, complex organizations.
• Exceptional communication and stakeholder management skills.

Even better, you may have:

• Experience in connected vehicle services, telematics, or predictive maintenance platforms.
• Familiarity with dealer workflows and service operations.
• Strong understanding of diagnostic trouble codes (DTCs), vehicle health data, or vehicle telematics architecture.
• Experience scaling products globally across multiple markets.

Success Profile (What Good Looks Like):

• Customers receive accurate, actionable alerts that prevent unplanned breakdowns.
• Dealers receive more high-quality leads, with improved conversion and parts/service revenue.
• Diagnostic and prognostic accuracy meets or exceeds targets (prognostics precision 95%, recall 80%).
• Vehicle Health Alerts are fully integrated into the broader Vehicle Care ecosystem.
• Product decisions are data-informed, customer-centric, and aligned to business objectives.

What you’ll receive in return:

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!

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