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.

1\. Own NA Retail Digital Growth Performance

• Lead execution of the NA Retail service lead management business plan.
• Drive measurable growth across lead volume, engagement, conversion, CPROs, and service revenue.
• Establish performance targets and operating rhythms to identify gaps, prioritize actions, and accelerate business results.
• Use customer, dealer, and performance insights to continuously improve business outcomes.

2\. Drive Digital Capability Expansion & Performance

• Drive expansion and business performance of VCP, Ford App, FSR+, AI Lead Management, SAGE, and related digital service capabilities.
• Partner across Product, Engineering, Dealer Success, Marketing, Analytics, and FordDirect to translate business priorities into capability roadmaps and execution.
• Identify and remove customer, dealer, product, and data barriers that limit adoption, utilization, and conversion.
• Ensure digital capabilities work together to support a more seamless customer journey from vehicle need through service conversion.

3\. Accelerate Adoption, Engagement & Conversion

• Grow customer consent, dealer adoption, tool utilization, and digital service conversion.
• Improve lead quality and actionability through vehicle health data, prognostics, customer insights, data enrichment, and advanced analytics.
• Accelerate digital scheduling and conversational/AI-enabled booking capabilities.
• Partner with dealer-facing organizations to improve dealer workflows, adoption, and conversion performance.

4\. Lead Cross-Functional Business Execution

• Define business priorities, requirements, and success measures across Product, Engineering, Dealer Success, Analytics, Marketing, Finance, Privacy, and external partners.
• Lead cross-functional decision-making, roadmap prioritization, issue resolution, and business performance reviews.
• Establish clear accountability across teams for delivery of NA Retail growth objectives.
• Represent NA Retail Digital Solutions in key business reviews and leadership discussions.

Key Performance Indicators

• Lead volume and quality
• Customer consent and digital engagement
• Dealer adoption and utilization
• Lead-to-appointment and service conversion
• Customer Pay Repair Order growth
• Service revenue and business value delivered through digital channels

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.