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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.

• 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 platform’s 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 a “single point of service” for 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 the transition of core account servicing and collections journeys to new, strategic platforms and ensuring seamless experiences across various customer interaction channels.
• Identifying opportunities to connect data across the enterprise to 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 involving secure digital document exchange between agents and customers.
• Collaborating closely with the Knowledge Management team to enhance resources that empower both our agents and customers for 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.