Product Manager , CRM Lifecycle Communications & Automation

Own CRM lifecycle communications and automation journeys at Ford, with delivery, reliability, and optimization across email, in-app messaging, and SMS.

Responsibilities

• Lead day-to-day delivery and continuous improvement for subscription transactional communications, vehicle order status communications, and eCommerce-triggered journeys.
• Own and prioritize the product backlog across new requirements, enhancements, defects, and operational improvements.
• Convert business needs into user stories, acceptance criteria, and measurable outcomes.
• Coordinate execution with business stakeholders, marketing operations, data teams, and engineering.
• Provide status updates on progress, dependencies, risks, and decisions to stakeholders.
• Define and maintain communication eligibility rules including triggering events, timing, exclusions, and journey entry and exit criteria.
• Partner with subscription product teams to evaluate how bundled offerings impact existing communications and coordinate required updates.
• Ensure vehicle order status communications align with relevant vehicle-build milestones and order updates for intended recipients.
• Manage eCommerce-triggered communications based on customer actions and business requirements.
• Identify cross-journey dependencies and prevent duplicate, conflicting, outdated, or incorrectly timed messages.
• Maintain documentation for business logic, data dependencies, and change history.
• Apply Salesforce Marketing Cloud expertise to assess feasibility, refine requirements, and troubleshoot journey behavior.
• Collaborate on configuration and validation of journeys, automations, audiences, data extensions, and triggered communications.
• Understand how customer information, subscription status, vehicle order updates, and eCommerce events affect journey execution.
• Coordinate user acceptance testing, release readiness, and post-launch validation.
• Find opportunities to simplify workflows and improve maintainability of existing journeys.
• Define journey objectives and success metrics with business, marketing, and analytics partners (engagement, conversion, customer experience, operational reliability).
• Design and execute A/B tests and, where appropriate, holdout-based experiments with marketing, analytics, and delivery teams to measure incremental impact.
• Use performance insights to improve journey logic, audiences, triggers, frequency, and channel coordination.
• Establish 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.
• Create reusable playbooks and automated checks to scale quality control with limited manual effort.
• Identify opportunities to use approved AI tools and automation for requirements development, test-case generation, documentation, and quality analysis.
• Test 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.
• 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 reliability, efficiency, and customer experience.

Requirements

• Bachelor’s degree or equivalent combination of relevant education and experience.
• 3+ years of product management experience in CRM (Salesforce preferred) delivery/marketing technology/lifecycle communications or a similar area.
• 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 improving quality and reliability.
• Ability to understand how data, integrations, and customer events influence journey execution and collaborate with engineering and data teams.
• Experience defining hypotheses, coordinating A/B tests, evaluating results, and applying learnings to improve.
• Understanding of email, in-app messaging, and SMS within lifecycle journeys, including channel-specific performance measures and customer-experience considerations.
• Strong written and verbal communication skills for clarifying requirements, managing dependencies, and explaining issues to business and technical stakeholders.
• Ability to manage day-to-day priorities independently, 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 commitment to validating outputs and protecting sensitive information.

Technologies

• Salesforce Marketing Cloud
• Salesforce Marketing Cloud Journey Builder
• Automation Studio
• AMPscript
• APIs
• SQL
• eCommerce-triggered journeys
• Email
• In-app messaging
• SMS
• AI
• A/B tests

Benefits

• Immediate medical, dental, vision, and prescription drug coverage
• Flexible family care days
• Paid parental leave
• New parent ramp-up programs
• Subsidized back-up childcare
• 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
• Paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and option to purchase additional vacation time

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 BI 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

Location: Dearborn, MI (hybrid)

Compensation: USD 99,600 - 192,900 per year