Ford Pro Contact Center Product Manager

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In this position...
The Global Customer Relationship Center (GCRC or contact center) sits within the Ford Customer Service Division (FCSD) and is responsible for serving as the primary point of contact for Ford and Lincoln customers providing essential support by answering inquiries resolving concerns and delivering timely/proactive support. The GCRC plays a crucial role in building and maintaining strong customer relationships ensuring positive experiences and gathering valuable feedback that helps Ford.

The Ford Pro Salesforce Go-to-Market (GTM) role within the Global Customer Relationship Center (GCRC) works closely with the Ford Pro Customer Service Division. This role acts as a critical liaison ensuring the Contact Centers operational needs and strategic objectives are effectively translated into Salesforce Service Console enhancements by partnering with Ford Pro Technology development team. The individual in this role acts as a strategic influencer a project manager and a key communicator; driving the end-to-end lifecycle of Salesforce features coordinating across diverse teams and advocating for Contact Center priorities to deliver impactful solutions that improve customer and agent experiences.

Key Responsibilities include but are not limited to:

• Act as the primary lead and strategic advocate for Contact Center operations with Ford Pro Technology development championing Salesforce Service Console enhancements to optimize customer and agent experiences.
• Maintain and influence the Global CRC Salesforce Prioritized Roadmap ensuring alignment with Contact Center needs and strategic objectives.
• Lead the end-to-end feature lifecycle for Ford Pro Contact Centers in the Salesforce Service Console from business requirement intake prioritization scoping development monitoring to comprehensive testing and successful launch or migration.
• Provide critical operational enablement and support within the Contact Center to operational strategy and technology leads.
• Raise monitor and approve JIRA tickets for critical support issues and access requests managing multiple active tickets concurrently.
• Collaborate with Salesforce GTM leads to champion Ford Pro CRC enhancements and influence prioritization
• Act as the voice of CRM to the Ford Pro CRC team by implementing change management plans to ensure seamless deployment of new features from other pillars that may impact the CRC.
• Orchestrate complex cross-functional initiatives coordinating with various internal stakeholders (e.g. Pro Business Operations Percepta ProTech other GTM leads) and external integration partners.
• Participate actively in key collaborative meetings including weekly North America/Europe GTM touchpoints Salesforce implementation alignments and global advisory boards.

Education:

• Bachelors degree required in a relevant discipline (e.g. Business Marketing Computer Science Information Systems).

Experience:

• 3-5 years of experience in Go-to-Market strategy marketing product management or technology implementation roles.
• 3-5 years of work experience and knowledge of our dealer network and service operations preferred.
• Knowledge/understanding of fleet/commercial customer persona is preferred
• Desired experience/expertise with Salesforce and/or Microsoft Dynamics and its ecosystem including feature development deployment and optimization.
• Proven ability to act as a strategic bridge between business operations and technology teams effectively advocating for operational needs.
• Experience with end-to-end feature lifecycle management including requirements gathering prioritization scoping testing and launch.
• Experience building relationships and working cross-functionally within a large matrixed environment.
• A highly collaborative individual with proven record of delivering results and meeting deadlines. Successful candidates will demonstrate a consistent ability to prioritize effectively to meet deadlines (Do Only What Matters) foster teamwork (Solve Together) and drive progress (Bias for Action).
• Team player self-motivated can-do mindset that excels with minimal supervision. Ability to lead multiple projects and plans that are understood by all stakeholders including being comfortable running meetings and presentations.
• Understanding of Contact Center operations processes and agent workflows helpful.
• Solid understanding of performance metrics (KPIs) to measure program performance refinement and value delivered.
• Strong Microsoft Office skills (Outlook Word Excel & PowerPoint) and collaboration tools (SharePoint OneNote Miro etc.)

Work Requirements:

• This is a LL6 position.
• Open to existing approved remote worker with the ability to be on-site (Allen Park MI) as needed.
• Project management experience including managing multiple projects simultaneously
• Comfort in a fast-paced energetic highly interactive environment that prizes excellence

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.

For more information on salary and benefits click here:
position is a range of salary grades LL6 .

Visa 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-KH2