Product Manager - Customer Sentiment

The Product Manager - Customer Sentiment will lead global Voice of the Customer efforts for Ford and Lincoln retail mobile applications, using feedback, sentiment signals, and beta learnings to shape product strategy and roadmap actions. The role emphasizes closing the loop from intake through release and implementation, with cross-team coordination.

Responsibilities

• Own a unified feedback intake system spanning App Stores, social channels, and NPS, and produce holistic insight reports for triads and leadership to support strategic alignment.
• Serve as a liaison to the Platform and Growth team, adding qualitative context to quantitative metrics so app health is understood from multiple angles.
• Perform ongoing competitive analysis and track iOS and Android mobile OS updates to maintain a best-in-class customer experience and anticipate evolving expectations.
• Manage the end-to-end beta user experience, including app store review replies to troubleshoot issues and sustain community engagement.
• Support the end-to-end app store submission workflow and reframe technical release notes into customer-centric language that clarifies value.
• Implement processes that communicate product improvements back to Product, Engineering, and Design.
• Connect with users and monitor real-time sentiment during phased rollouts to inform “Go/No-Go” decisions.
• Convert raw sentiment data into prioritized pain points, help ensure backlog items transition into successful implementation with triads, and follow through on outcomes.
• Run end-to-end UAT from the customer perspective, covering both new feature testing and ongoing release validation.
• Identify and prioritize critical issues from feedback, partnering with engineering to drive urgent fixes and minimize disruption for users.

Requirements

• Ability to define and communicate a clear customer advocacy strategy aligned with Ford’s global mobile goals.
• Strong organizational skills, with a focus on reducing waste in the feedback-to-fix pipeline.
• “Solve together” mindset, including the ability to inspire and guide diverse teams toward shared customer satisfaction outcomes.
• Analytical mindset to determine root causes and implement solutions intended to last.
• Ability to appreciate diverse user perspectives and their influence on mobile app and digital product strategy across regions.
• Capability to work in a fast-paced environment and adapt to changing market conditions or app store requirements.
• Strong relationship-building across Product, Engineering, Design, and regional leads.
• Personal standard for representing the user and a priority on work that delivers the most value to customers and to Ford.
• Commitment to understanding the “why” behind customer frustration and working toward the whole outcome rather than only local scope.
• Bachelor’s degree in Business Administration, Marketing, Computer Science, Engineering, or a related field.
• [5-8+] years of experience in product management, customer insights, or mobile operations within the technology industry.
• Strong understanding of mobile digital ecosystems (iOS/Android), App Store Connect, and Google Play Console.
• Proven ability to translate complex customer sentiment data into clear, actionable strategies for diverse audiences.
• Demonstrated ability to lead cross-functional teams (UX, Engineering, Legal) and influence stakeholders without direct authority.

Technologies

• iOS
• Android
• App Store Connect
• Google Play Console

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, including management leases.
• Tuition assistance.
• Established and active employee resource groups.
• Paid time off for individual and team community service.
• 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.

Even Better If You Have

• Experience in the automotive, connected services, or IoT industries.
• Familiarity with localization best practices and how cultural nuances impact sentiment.
• Proficiency in sentiment platforms and experience with project management methodologies.