Director, Service Lead Growth

Location: Allen Park, MI, United States; Hybrid

As the Director, NA Retail Service Lead Management, you will lead the digital business responsible for transforming vehicle and customer data into actionable service opportunities that drive customer engagement, dealer conversion, Customer Pay Repair Orders (CPROs), and service revenue growth across North America.

This leader will own execution of FCSDs NA Retail digital service growth plan, driving the expansion, adoption, utilization, and performance of established digital capabilities including VCP, Ford App, FSR+, AI Lead Management, SAGE, vehicle health/prognostics, and related solutions. The role will focus primarily on FCSDs Now and Near priorities: building, scaling, and optimizing digital capabilities to increase customer engagement and conversion. 

The position is accountable for NA Retail digital business outcomes, working across Product, Engineering, Dealer Success, Marketing, Analytics, FordDirect, Finance, Privacy, and other partners to define priorities, accelerate execution, and deliver measurable growth. 

The Director, NA Retail Service Lead Management will lead the digital business responsible for transforming vehicle and customer data into actionable service opportunities that increase customer engagement, dealer conversion, Customer Pay Repair Orders, and service revenue across North America. This leader will drive the expansion, adoption, utilization, and performance of key digital service capabilities, including VCP, Ford App, FSR+, AI Lead Management, SAGE, vehicle health, prognostics, and related solutions. The role will focus on building, scaling, and optimizing these capabilities to create a more seamless customer journey from an identified vehicle need through service scheduling and conversion. Working across Product, Engineering, Dealer Success, Marketing, Analytics, FordDirect, Finance, Privacy, and other partners, the director will establish business priorities, accelerate cross-functional execution, remove barriers to growth, and deliver measurable customer, dealer, and