Salesforce Product Manager
Salesforce Product Manager
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1 Vacancy
Job Description
We are the movers of the world and the makers of the future. We get up every day roll up our sleeves and build a better world -- together. At Ford were all a part of something bigger than ourselves. Are you ready to change the way the world moves
The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships we provide financing personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world.
In this position...
- Our Ford CreditCore Servicing (CS)product team is on a mission to build unwavering confidence and loyalty in our internal agents and external customers. We envision a future where our servicing tools and processes provide complete support enable self-sufficiency and deliver effective personalized service exactly when and where its needed.
- As Salesforce Product Manager you wont just gather requirements; you will be a key driver in delivering software solutions that directly impact the daily work of Ford Credit Agents and by extension the satisfaction of our customers
- Embracing a modern agile mindset you will operate at the intersection of business strategy and technical execution partnering closely with business operations stakeholders product and engineering teams and end-users. You will ideate design and help deliver new functionality into our strategic servicing toolset.
Responsibilities
What youll do...
- Driving Product Outcomes:
- Collaborate intently with business operations stakeholders Product Managers and cross-functional product teams to deeply understand the agent and customer experience.
- Translate this understanding into clear concise and actionable specifications requirements (e.g. user stories) acceptance criteria and quality assurance test data preparation Root Cause Analysis Strategic Thinking communication & facilitation analytical thinking and innovation.
- You will define the product strategy and roadmap for the new Salesforce Service Cloud implementation. This involves analyzing existing processes and collaborating with stakeholders to translate business needs into a prioritized backlog of clear user stories and acceptance criteria.
- You will manage stakeholder communication lead User Acceptance Testing (UAT) and drive the platforms continuous improvement.
- Shaping the Servicing Strategy:Work alongside key stakeholders globally to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap assisting with prioritization decisions and appropriate trade-offs between desired features speed to market and technical feasibility.
- Championing Agent & Customer Experience:Directly contribute to improving critical metrics like agent efficiency customer Net Promoter Score (NPS) and First Contact Resolution (FCR) by actively driving progress on key initiatives including:
- Creating asingle point of servicefor agents providing a holistic customer view with relevant information to service customers efficiently and effectively drastically reducing the number of disparate systems currently required.
- Facilitating thetransition of core account servicing and collections journeysto new strategic platforms and ensuring seamless experiences across various customer interaction channels.
- Identifying opportunities toconnect data across the enterpriseto build a more informed 360-degree view of the customer enabling us to serve them more proactively and strategically.
- Partnering with the Smart Secure Documents team to define and deliver solutions that simplify complex customer requests involvingsecure digital document exchangebetween agents and customers.
- Collaborating closely with the Knowledge Management team to enhance resources that empower both ouragents and customersfor more effective and efficient self-service and assisted service interactions.
- User Research & Problem Solving:Proactively and creatively engage with potential and existing users (agents and customers) to uncover their underlying needs pain points and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.
- Data-Driven Decision Making:Analyze relevant data (customer feedback usage metrics operational data) to inform requirements evaluate options make smart decisive trade-offs and ensure delivered value is measurable.
- Outcome Ownership:Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.
- Quality Assurance Support:Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.
Qualifications
Youll have...
- Bachelors degree in a relevant field (e.g. Business Technology Information Systems) or equivalent practical experience.
- Direct Salesforce Service Cloud / Auto Cloud experience.
- Demonstrable hands-on experience working directly within the servicing CRM ecosystem. Ability to confidently discuss the capabilities and use cases and familiar with core servicing concepts.
- Direct experience working as a Product Manager Product Owner Business Analyst or similar role within an agile product team. Proven ability to define and document clear concise requirements (e.g. user stories acceptance criteria).
- Strong analytical and problem-solving skills with the ability to navigate ambiguity (white space) break down complex issues generate insights from various sources (including data) and synthesize them into clear actionable recommendations and compelling narratives.
- Exceptional communication collaboration and interpersonal skills with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels.
- A curious and adaptable mindset with a strong desire to learn about new technologies business processes and customer behaviors.
- Evidence of being proactive taking ownership and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision.
- Strong attention to detail ensuring accuracy in documentation and analysis.
Even better you may have...
- General knowledge or experience within the financial services industry particularly related to Ford Credit operations or customer service.
- Familiarity with data analysis tools or techniques used to understand user behavior and measure feature adoption or impact.
- Ability to work collaboratively with multiple functional areas including business operations team members product ownership engineering User Experience (UX)/User Insights (UI) sales customer support finance or marketing.
You may not check every box or your experience may look a little different from what weve outlined but if you think you can bring value to Ford Motor Company we encourage you to apply!
As an established global company we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe or keep you close to home Will your career be a deep dive into what you love or a series of new teams and new skills Will you be a leader a changemaker a technical expert a culture builderor all of the above No matter what you choose we offer a work life that works for you including:
- Immediate medical dental vision and prescription drug coverage
- Flexible family care days paid parental leave new parent ramp-up programs subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement fertility treatments and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays including the week between Christmas and New Years Day
- Paid time off and the option to purchase additional vacation time.
This position is a salary grade 8.
For more information on salary and benefits click here:
sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-FordCredit
Required Experience:
IC
Employment Type
Full-Time
