Ford Motor Credit Company is looking to improve the servicing tools and processes for internal agents and external customers, providing complete support, enabling self-sufficiency, and delivering effective, personalized service.
Requirements
- Direct Salesforce Service Cloud / Auto Cloud experience.
- Demonstrable, hands-on experience working directly within the servicing CRM ecosystem.
- Ability to confidently discuss the capabilities and use cases, and familiar with core servicing concepts.
- Direct experience working as a Product Manager, Product Owner, Business Analyst, or similar role within an agile product team.
- Proven ability to define and document clear, concise requirements (e.g., user stories, acceptance criteria).
- Strong analytical and problem-solving skills, with the ability to navigate ambiguity ("white space"), break down complex issues, generate insights from various sources (including data), and synthesize them into clear, actionable recommendations and compelling narratives.
- Familiarity with data analysis tools or techniques used to understand user behavior and measure feature adoption or impact.
Responsibilities
- 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.
- Define the product strategy and roadmap for the new Salesforce Service Cloud implementation.
- Manage stakeholder communication, lead User Acceptance Testing (UAT), and drive the platform's continuous improvement.
- Championing Agent & Customer Experience: Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR)
- 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.
Other
- Bachelor’s degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience.
- Strong attention to detail, ensuring accuracy in documentation and analysis.
- Exceptional communication, collaboration, and interpersonal skills, with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels.
- A curious and adaptable mindset with a strong desire to learn about new technologies, business processes, and customer behaviors.
- Evidence of being proactive, taking ownership, and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision.
