Director, Service Lead Growth

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 FCSD's 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 FCSD's 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.

Minimum Qualifications

- Bachelor's degree in Business, Marketing, Engineering, Technology, or related field.
- 10+ years of relevant experience with demonstrated leadership of 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.

Preferred Qualifications

- Experience in automotive, digital commerce, customer lifecycle management, dealer operations, or service operations.
- Experience with CRM, lead management, digital scheduling, AI-enabled customer engagement, or connected vehicle experiences.
- Experience scaling digital capabilities into measurable customer, dealer, and financial outcomes.
- Experience using analytics and customer insights to improve funnel performance and conversion.

Leadership Characteristics

The successful candidate will:

- Think and operate like a business owner.
- Maintain relentless focus on customer, dealer, and financial outcomes.
- Translate strategy into clear priorities and execution.
- Use data and insights to identify problems and accelerate growth.
- Build alignment across Product, Technology, Field, Dealer, Marketing, and business organizations.
- Operate with urgency, accountability, and a strong bias toward measurable results.