Director, Digital Service Platforms

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.

In this position...

Service Engineering & Operations is seeking an experienced individual to lead the charge in transforming the performance, stability, and future-readiness of our expansive digital backbone - the foundation that empowers dealer service personnel with robust, efficient tools across every touchpoint: the service lane (Service Advisors), the service bay (Technicians), and claims submission. This leader will navigate significant complexity across systems and architectures, balancing rock-solid reliability with a relentless drive toward modernization and efficiency.

This role also serves as a critical strategic interface with our partners in FCSD Tech (IT), stewarding the allocated IT budget and ensuring that projects not only progress against aligned timelines and roadmaps, but actively accelerate delivery of prioritized business needs - driving forward-looking modernization efforts alongside essential system maintenance.

Service Engineering & Operations is seeking an experienced individual to lead the charge in transforming the performance, stability, and future-readiness of our expansive digital backbone - the foundation that empowers dealer service personnel with robust, efficient tools across every touchpoint: the service lane (Service Advisors), the service bay (Technicians), and claims submission. This leader will navigate significant complexity across systems and architectures, balancing rock-solid reliability with a relentless drive toward modernization and efficiency.

What you'll do...

Technology Leadership & Innovation

• Drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations-elevating performance, resilience, and capability beyond current baselines across PTS, FDRS, OWS, GTAC, GCAMP, and associated back-end platforms (GOASIS, SAVE, FDSP, etc.)

• Champion next-generation system architecture and capability roadmaps that anticipate future business needs rather than simply sustaining existing operations

Strategic Planning & Portfolio Leadership

• Own the multi-year vision for IT-enabled business transformation, translating emerging needs into a forward-looking technology roadmap

• Build and lead a dynamic demand pipeline-proactively sizing, prioritizing, and sequencing new initiatives to maximize business impact and innovation velocity

• Establish leading-edge metrics and scorecards that measure transformational progress, not just delivery against static commitments, and use these insights to course-correct and accelerate outcomes with senior leadership

Digital Transformation Partnership

• Serve as a catalyst with the Digital Repair Strategy team, co-architecting the technology capabilities that will redefine the future state of SE&O operations

• Lead cross-functional efforts to reimagine and measurably improve core business KPIs (Mean Time to Diagnose, Mean Time to Repair, RO Duration, FIR, etc.)-setting new performance benchmarks rather than maintaining current levels

Talent & Culture Transformation

• Cultivate a bold, inclusive team culture that attracts top talent and unleashes innovative thinking, empowering a diverse, customer-obsessed team to challenge convention

• Elevate team capability through ambitious training and development targets that build future-ready skillsets

• Drive meaningful Individual Development Plans that stretch employees toward new competencies and career growth

• Foster a coaching culture rooted in continuous feedback, team empowerment, and process reinvention to unlock each employee's full potential

Culture & Leadership

• Model and champion Ford OS behaviors, actively driving the team toward breakthrough Excellence, Focus, and Collaboration

• Champion work-life balance as a strategic enabler of sustained high performance and innovation, not just a supportive perk

What you'll do...

Technology Leadership & Innovation

• Drive the strategic evolution of mission-critical technology systems powering Service Engineering and Operations-elevating performance, resilience, and capability beyond current baselines across PTS, FDRS, OWS, GTAC, GCAMP, and associated back-end platforms (GOASIS, SAVE, FDSP, etc.)

• Champion next-generation system architecture and capability roadmaps that anticipate future business needs rather than simply sustaining existing operations

Strategic Planning & Portfolio Leadership

• Own the multi-year vision for IT-enabled business transformation, translating emerging needs into a forward-looking technology roadmap

• Build and lead a dynamic demand pipeline-proactively sizing, prioritizing, and sequencing new initiatives to maximize business impact and innovation velocity

• Establish leading-edge metrics and scorecards that measure transformational progress, not just delivery against static commitments, and use these insights to course-correct and accelerate outcomes with senior leadership

Digital Transformation Partnership

• Serve as a catalyst with the Digital Repair Strategy team, co-architecting the technology capabilities that will redefine the future state of SE&O operations

• Lead cross-functional efforts to reimagine and measurably improve core business KPIs (Mean Time to Diagnose, Mean Time to Repair, RO Duration, FIR, etc.)-setting new performance benchmarks rather than maintaining current levels

Talent & Culture Transformation

• Cultivate a bold, inclusive team culture that attracts top talent and unleashes innovative thinking, empowering a diverse, customer-obsessed team to challenge convention

• Elevate team capability through ambitious training and development targets that build future-ready skillsets

• Drive meaningful Individual Development Plans that stretch employees toward new competencies and career growth

• Foster a coaching culture rooted in continuous feedback, team empowerment, and process reinvention to unlock each employee's full potential

Culture & Leadership

• Model and champion Ford OS behaviors, actively driving the team toward breakthrough Excellence, Focus, and Collaboration

• Champion work-life balance as a strategic enabler of sustained high performance and innovation, not just a supportive perk