Product Manager , CRM Lifecycle Communications & Automation

 

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.

Enterprise Technology plays a critical part in shaping the future of mobility.
If you’re looking for the chance to leverage advanced technology to redefine the
transportation landscape, enhance the customer experience and improve people’s
lives, this is the opportunity for you. Join us and challenge your IT expertise
and analytical skills to help create vehicles that are as smart as you are.

In this position...

 As the Product Manager for Lifecycle Communications & Automation, you will own
the day-to-day delivery, reliability, and optimization of CRM journeys that keep
customers informed and engaged throughout their relationship with Ford.

 

Your portfolio will include triggered communications, vehicle order status
communications for customers and dealership stakeholders, and
eCommerce-triggered journeys. These communications span channels such as email,
in-app messaging, and SMS. You will translate business needs into clear
requirements, manage communication rules and triggers, and coordinate delivery
across business, marketing, data, analytics, and engineering teams.

 

Reporting to the Sr. Product Manager of Journey Enablement & Decisioning, you
will also provide operational backup for AI-powered journey activations. Your
ownership of ongoing delivery, performance optimization, and scalable
quality-control practices will enable the Sr. Product Manager to focus on
strategic decisioning capabilities and more complex personalization initiatives.

 

This is a hands-on product management role for someone who combines strong CRM
Journey design knowledge (preferably in Salesforce Marketing Cloud), disciplined
execution, analytical thinking, and curiosity about practical applications of
AI. Success means delivering reliable communications, learning what improves
journey outcomes, and scaling capabilities without a corresponding increase in
manual effort.


Based in Dearborn, MI, this is a hybrid position with a requirement to be onsite
four or more days per week. Relocation assistance may be available for qualified
candidates.

 


RESPONSIBILITIES

 

 

What you'll do...

1. Own Lifecycle Communications and Journey Delivery 

* Manage the day-to-day delivery and continuous improvement of subscription
transactional communications, vehicle order status communications, and
eCommerce-triggered journeys. 
* Own and prioritize the product backlog, balancing new requirements,
enhancements, defects, and operational improvements. 
* Translate business needs into clear user stories, acceptance criteria, and
measurable outcomes. 
* Coordinate delivery across business stakeholders, marketing operations, data
teams, and engineering. 
* Communicate delivery progress, dependencies, risks, and decisions to
stakeholders. 

 

2. Manage Communication Rules and Product Changes 

* Define and maintain rules governing communication eligibility, triggering
events, timing, exclusions, and journey entry and exit. 
* Partner with subscription product teams to assess how bundled offerings
affect existing communications and coordinate the necessary updates. 
* Ensure vehicle order status communications reflect relevant vehicle-build
milestones and order updates for their intended recipients. 
* Manage eCommerce-triggered communications based on customer actions and
business requirements. 
* Identify cross-journey dependencies and help prevent duplicate, conflicting,
outdated, or incorrectly timed messages. 
* Maintain clear documentation of business logic, data dependencies, and
changes. 

 

3. Enable Execution Through Salesforce Marketing Cloud 

* Apply Salesforce Marketing Cloud expertise to assess feasibility, refine
requirements, and troubleshoot journey behavior with delivery teams. 
* Partner on the configuration and validation of journeys, automations,
audiences, data extensions, and triggered communications. 
* Understand how customer information, subscription status, vehicle order
updates, and eCommerce events influence journey execution. 
* Coordinate user acceptance testing, release readiness, and post-launch
validation. 
* Identify opportunities to simplify workflows and improve the maintainability
of existing journeys. 

 

4. Measure Journey Performance and Drive Test-and-Learn Optimization 

* Define journey objectives and success measures with business, marketing, and
analytics partners, covering engagement, conversion, customer experience, and
operational reliability. 
* Partner with marketing, analytics, and delivery teams to design and execute
A/B tests and, where appropriate, holdout-based experiments to assess
incremental impact. 
* Translate performance insights into improvements to journey logic, audiences,
triggers, frequency, and channel coordination. 

 

5. Scale Quality Control and Operational Reliability 

* Establish repeatable quality-control practices, including test scenarios,
regression coverage, and release checklists. 
* Validate communication logic across product combinations, customer scenarios,
data exceptions, timing rules, and exclusions. 
* Partner with technical teams to improve monitoring and identify missed
triggers, unexpected audience volumes, duplicate messages, and other
execution issues. 
* Coordinate issue triage, root-cause analysis, remediation, and preventive
improvements. 
* Develop reusable playbooks and automated checks that allow quality control to
scale without a corresponding increase in manual effort. 

 

6. Apply AI and Automation to Improve Delivery 

* Identify practical opportunities to use approved AI tools and automation for
requirements development, test-case generation, documentation, and quality
analysis. 
* Test and refine approaches that reduce repetitive work while maintaining
human review and appropriate data safeguards. 
* Partner with engineering and operations teams to turn successful approaches
into reusable capabilities. 
* Measure improvements in delivery speed, manual effort, test coverage, and
defect prevention. 

 

7. Support AI-Powered Journey Activations 

* Provide operational backup for AI-powered journey activations, including
requirements clarification, testing, release coordination, monitoring, and
issue triage. 
* Collaborate with internal teams and external technology partners within
established decisioning strategies and escalation processes. 
* Maintain working knowledge of journey workflows and dependencies to support
continuity during peak delivery periods or coverage needs. 
* Use operational insights and stakeholder feedback to recommend improvements
to journey reliability, efficiency, and customer experience.

 


QUALIFICATIONS

You'll have...

* Bachelor’s degree or equivalent combination of relevant education and
experience

* 3+ years of experience in product management within CRM (Salesforce
preferred) delivery/ marketing technology/ lifecycle communications, or
similar area. Experience will include: 

* Experience managing backlogs, defining user stories and acceptance
criteria, prioritizing competing needs, and coordinating cross-functional
delivery. 

* Ability to translate complex eligibility, timing, triggering, and exclusion
requirements into clear, testable communication logic. 

* Experience coordinating user acceptance testing, validating releases,
troubleshooting production issues, and driving improvements in quality and
reliability. 

* Ability to understand how data, integrations, and customer events influence
journey execution and collaborate effectively with engineering and data
teams. 

* Experience defining hypotheses, coordinating A/B tests, evaluating results,
and applying learnings to improve. 

* Understanding of how email, in-app messaging, and SMS work together within
lifecycle journeys, including channel-specific performance measures and
customer-experience considerations. 

* Strong written and verbal communication skills, with the ability to clarify
requirements, manage dependencies, and explain issues to business and
technical stakeholders. 

* Ability to independently manage day-to-day priorities, escalate risks
appropriately, and follow through on delivery and issue resolution. 

* 6+ months of experience using AI and automation to improve productivity and
quality, with a commitment to validating outputs and protecting sensitive
information. 


Even better, you may have...

* Master’s degree in Computer Science, Business Administration, Information
Systems, or a related field
* Salesforce Marketing Cloud proficiency and hands-on experience with Journey
Builder, Automation Studio, audience and data-extension management, and
triggered communications. 
* Experience with transactional communications, eCommerce-triggered journeys,
or ownership communications. 
* Experience with SQL, AMPscript, APIs, or event-driven integrations supporting
automated communications. 
* Familiarity with holdout groups, incremental lift measurement, statistical
significance, and common measurement limitations. 
* Experience with CRM reporting, dashboarding or business intelligence tools,
and SQL for exploring journey performance. 
* Experience testing communication timing, frequency, channel selection, and
sequencing to improve outcomes while limiting customer fatigue. 
* Experience developing automated checks, reusable test scenarios, regression
testing, or monitoring that reduces manual effort. 
* Experience using AI tools for requirements development, test-case generation,
documentation, or quality analysis. 
* Familiarity with AI-powered personalization, next-best-action decisioning, or
dynamically orchestrated customer journeys. 
* Experience with Salesforce Data Cloud and its integration with marketing and
journey execution. 
* Experience updating communication logic for bundled offerings, subscription
changes, or other cross-product dependencies. 
* Relevant Salesforce Marketing Cloud certifications are a plus. 

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!

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
* Flexible family care days, paid parental leave, new parent ramp-up programs,
subsidized back-up childcare 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.

 

This position is a salary grade 7 or 8 and ranges from $99,600-$192,900.


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.
 

For more information on salary and benefits, click here:

https://fordcareers.co/GSR
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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.

 

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