Director, Service Lead – Growth

Ford Motor Company

. Lead execution of the North America Retail service lead management business plan .

Posted 11/4/2026full-timeAllen Park • Michigan • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving measurable business growth and digital adoption through strategic leadership and cross-functional collaboration. Proficient in leveraging analytics and customer insights to enhance performance and conversion across retail service operations.

Highest-signal resume keywords

Business Growth LeadershipDigital Adoption StrategyCross-Functional CollaborationCustomer Engagement OptimizationAnalytical Capability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Lead ManagementDigital SchedulingCustomer Lifecycle ManagementData AnalyticsPerformance MeasurementConversion OptimizationBusiness PlanningDigital CommercePrognosticsVehicle Health Data

Soft Skills

Executive CommunicationInfluencing SkillsProblem SolvingAccountabilityUrgency

Tools & Technologies

CRM SystemsAI-Enabled Customer EngagementFord AppFSR+SAGE

Industry Keywords

AutomotiveDealer OperationsService OperationsDigital SolutionsCustomer Insights

About the role

Key responsibilities & impact

Lead execution of the North America Retail service lead management business plan
Drive growth across lead volume, engagement, conversion, Customer Pay Repair Orders, and service revenue
Establish performance targets and operating rhythms to identify gaps and accelerate results
Use customer, dealer, and performance insights to improve business outcomes
Drive expansion and performance of VCP, Ford App, FSR+, AI Lead Management, SAGE, vehicle health, prognostics, and related digital service capabilities
Partner with Product, Engineering, Dealer Success, Marketing, Analytics, FordDirect, Finance, Privacy, and external partners on roadmaps and execution
Remove customer, dealer, product, and data barriers limiting adoption, utilization, and conversion
Improve lead quality through vehicle health data, prognostics, customer insights, data enrichment, and advanced analytics
Accelerate digital scheduling and conversational/AI-enabled booking capabilities
Improve dealer workflows, adoption, and conversion performance
Define priorities, requirements, and success measures across cross-functional organizations
Lead decision-making, roadmap prioritization, issue resolution, and business performance reviews
Establish accountability for North America Retail growth objectives
Represent North America Retail Digital Solutions in business reviews and leadership discussions

Requirements

What you’ll need

Bachelor's degree in Business, Marketing, Engineering, Technology, or related field
10+ years of relevant experience leading complex, cross-functional business or digital initiatives
Proven experience driving measurable business growth, customer engagement, digital adoption, or conversion
Strong business acumen, analytical capability, and executive communication skills
Demonstrated ability to influence and lead across highly matrixed organizations
Experience in automotive, digital commerce, customer lifecycle management, dealer operations, or service operations preferred
Experience with CRM, lead management, digital scheduling, AI-enabled customer engagement, or connected vehicle experiences preferred
Experience scaling digital capabilities into measurable customer, dealer, and financial outcomes preferred
Experience using analytics and customer insights to improve funnel performance and conversion preferred
Ability to think and operate like a business owner, maintain focus on customer, dealer, and financial outcomes, translate strategy into execution, build cross-functional alignment, and operate with urgency and accountability