Group Product Manager - Servicing

Ford Motor Company; Basildon; On-site; GBP 50,000 - 90,000

Job description

Imagine leading the charge to create world-class customer service experiences for Ford Credit customers across Europe. As Group Product Manager, you'll have the opportunity to revolutionize how we support our customers, empowering agents with cutting-edge tools and driving efficiency through innovative solutions built on Salesforce Service Cloud and Contact Centre as a Service (CCaaS).

Ford Credit is searching for a Group Product Manager – Customer Service who will not only build and implement digital products and experiences within our European customer service operations while also leading and managing a talented team to achieve this vision. These experiences will have the power to transform our relationship with our customers. You'll play a pivotal role in shaping the future of customer service at Ford Credit, driving improvements that enhance agent experiences, optimize operational efficiency, and support the successful rollout of Salesforce Service Cloud and CCaaS across Europe. You will be responsible for owning key features or whole product areas, delivering these to market, measuring their success, and continually pushing for their improvement. This is a rare opportunity to apply your unique Product, Design and Tech skillsets to support the wider business on our transformation.

Qualifications

Essential Criteria

• Customer Service Operations Experience: 5+ years of experience working in customer service operations, with a strong understanding of contact centre workflows, agent tools, and customer support metrics. Experience in the financial services or automotive industry is highly preferred.
• Salesforce Service Cloud Expertise: 5+ years of hands-on experience with Salesforce Service Cloud, including configuration, customization, and integration with other systems. Proven ability to design and implement solutions for case management, knowledge management, and omni-channel support.
• Leadership & Influence: Proven ability to lead and influence cross-functional teams, including offshore engineering teams, to deliver complex projects on time and within budget. Demonstrated experience in building consensus and driving alignment among stakeholders with competing priorities.
• Strategic Communication: Exceptional communication and presentation skills, with the ability to articulate a clear product vision and strategy to both technical and non-technical audiences. Proven ability to influence senior management and advocate for product priorities.
• Product Lifecycle Management: A proven track record of leading the launch and management of software products (front-end, back-end, or both) throughout their lifecycle, ensuring alignment with strategic goals.
• Analytical & Problem-Solving: Technically proficient with strong analytical and problem-solving skills, capable of leading teams to navigate complex challenges.
• Data-Driven Decision Making: Employ a data-driven approach to product prioritization, utilizing data and analytics to inform decision-making and roadmap development at a strategic level.
• Technical Aptitude: Strong technical aptitude with the ability to understand and discuss software architecture, API integrations, and data flows. Comfortable working with engineers to troubleshoot issues and design solutions.
• Education: Bachelor’s degree or equivalent combination of experience and education.

Desirable Criteria

• Customer-Centricity: Ability to articulate the impact and benefit of digital services and applications as part of a wider customer journey or service blueprint. Strong advocate for the voice of the customer (both internal and external), integrating this insight into the decision-making process.
• Innovation: Champions out-of-the-box thinking in developing product ideas and problem-solving, utilizing metrics and KPIs to drive decisions and roadmap direction.
• Adaptability & Initiative: Thrives in a fast-paced, dynamic environment, adapting quickly to changing priorities. A self-starter who demonstrates initiative and self-drive to get the job done.

If you are concerned about applying due to disability, please contact us; we’re an inclusive team and would like to discuss what adjustments we can make to support your application.

Responsibilities

As a Group Product Manager – Customer Service, you will lead and manage a team responsible for the delivery and growth of our Customer service platform, focusing on maximizing the value of both Salesforce Service Cloud and our Contact Centre as a Service (CCaaS) solution. You'll collaborate with and lead a diverse team of product managers, engineers, designers, and stakeholders across Europe to:

• Lead a Global Team: Manage a diverse team across multiple geographies to ensure effective collaboration and communication in enhancing and maintaining the core platform.
• Engage with Senior Stakeholders: Build and sustain strong relationships with senior stakeholders to ensure strategic alignment and prioritize platform goals.
• Utilize Technical Expertise: Apply your technical skills to guide the team in developing new functionalities while efficiently managing the existing platform to ensure its robustness and efficiency.
• Own and Shape the Roadmap: Take charge of the product roadmap, making strategic prioritization decisions to maximize impact and align with business objectives. Foster trust with team members and stakeholders throughout the process.
• Maintain and Optimize: Ensure the platform remains current and up-to-date by working closely with Salesforce to address technical updates, implement necessary changes, and drive continuous improvement.
• Stay Ahead of the Curve: Actively monitor and analyze Salesforce Service Cloud offerings and industry trends, identifying opportunities to leverage new features and functionalities to enhance customer service capabilities and drive operational efficiency.
• Drive Operational Efficiency: Identify opportunities to streamline customer service processes, reduce costs, and improve overall operational efficiency within the Salesforce Service Cloud platform.
• Foster Cross-Functional Collaboration: Work closely with product managers, engineers, designers, and stakeholders to ensure the overarching product vision is achieved.
• Drive Innovation and Problem Solving: Identify and resolve business and customer challenges within the platform, transforming them into opportunities for innovation and improvement.
• Ensure High-Quality Delivery: Collaborate with cross-functional teams to deliver impactful launches that ensure an exceptional internal and external customer experience.
• Measure Performance Effectively: Continuously assess the performance of platform enhancements and features using quantitative and qualitative methods to ensure they solve customer problems and deliver value.

This is a unique opportunity to join a dynamic team and make a significant impact on the future of Ford Credit's customer service operations. If you are a results-oriented product leader with a passion for driving impactful change, we encourage you to apply.