Ford Pro Contact Center Product Manager

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, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

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 Center's 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:

• Bachelor’s 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. 
• 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 we've 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 builder…or 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 Year’s Day

• Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits, click here: 
https://fordcareers.co/LL6SP1

This 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 status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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