Call Center Representative

• 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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