Ford Pro Contact Center Product Manager

Ford Motor Company•Allen Park, MI

58d

About The Position

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. 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.

Responsibilities

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.

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