Ford Pro Contact Center Product Manager at Ford Global Career Site

Allen Park, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce, Product Management, Go-to-Market Strategy, Technology Implementation, Change Management, Cross-Functional Collaboration, Project Management, Customer Experience, Contact Center Operations, Performance Metrics, Microsoft Office, Teamwork, Strategic Advocacy, Feature Lifecycle Management, Operational Enablement, Relationship Building

Industry

Motor Vehicle Manufacturing

Description

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. Established and active employee resource groups Bachelor's degree required in a relevant discipline (e.g., Business, Marketing, Computer Science, Information Systems). 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.) 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

Responsibilities

Lead the strategic advocacy for Contact Center operations and manage the Salesforce Service Console enhancements. Oversee the end-to-end feature lifecycle for Ford Pro Contact Centers, ensuring alignment with strategic objectives and operational needs.