Technical Program Manager - Customer Care Agent Servicing
Technical Program Manager - Customer Care Agent Servicing
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Job Description
Ford Credit IT is looking for a proficient TPM who is having excellent hands-on in Salesforce Service cloud/Auto cloud
Coordinates and facilitates the teams flow load working within and across teams to align
work and capacity
Creates conditions for high performance teams to excel
Facilitates conversations to achieve user story completion while ensuring acceptance criteria
is actionable.
Uses the product roadmap to guide the teams efforts delivering highest value outcome
Facilitate teams review of proposed product or service technical design against relevant
policies standards and principles. Stays aware of industry standards and their impact on the
product or service
Responsible for facilitating sprint planning backlog refinement retrospective demo and
daily standup.
Bias for action to remove blockers & impediments
Has experience with JIRA setting up filters dashboards reports etc.
Look for opportunities to improve team processes and norms
An effective communicator that has experience working with globally distributed teams
Supports and motivates team members during difficulties helps to keep morale high
Adaptable and open to change able to adjust to evolving needs of the team/project
Responsibilities
Minimum 8-10 years of experience working on Digital transformation preferably on Salesforce service cloud
apps.
Able to guide and drive the team based on the cross functional alignments.
Able to make data driven decisions to align product roadmap.
Participate and collaborate with the engineering team ceremonies to drive execution of the
various program part of Salesforce Auto cloud/service cloud.
Collaborate with multiple stakeholders and ensure smooth delivery of the projects end to
end.
Drive conversation with cross functional teams and technical stakeholders in solving all
dependencies.
Strong ITSM skills on Problem and release management.
Able to author all key process and emphasis on documentation.
Qualifications
Strong ITSM skills on Problem and release management.
Uses the product roadmap to guide the teams efforts delivering highest value outcome
Responsible for facilitating sprint planning backlog refinement retrospective demo and
daily standup.
Bias for action to remove blockers & impediments
Has experience with JIRA setting up filters dashboards reports etc.
Required Experience:
Manager
Employment Type
Full-Time
