Group Product Manager - Servicing

Ford Motor Company

full-time

Posted on: 9/6/2025

Origin: • 🇬🇧 United Kingdom

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Mid-LevelSenior

Cloud

About the role

Lead and manage a team responsible for delivery and growth of the Customer Service platform (Salesforce Service Cloud and CCaaS)
Manage a diverse/global team across multiple geographies to ensure collaboration and platform maintenance
Build and sustain strong relationships with senior stakeholders to ensure strategic alignment and prioritization
Apply technical expertise to guide development of new functionalities and manage existing platform robustness
Own and shape the product roadmap and make strategic prioritization decisions
Work closely with Salesforce to address technical updates and drive continuous improvement
Monitor Salesforce Service Cloud offerings and industry trends to identify enhancement opportunities
Identify opportunities to streamline customer service processes and drive operational efficiency
Foster cross-functional collaboration with product managers, engineers, designers, and stakeholders across Europe
Drive innovation, resolve business and customer challenges, and deliver high-quality launches
Continuously assess performance of platform enhancements using quantitative and qualitative methods to measure value

5+ years of experience working in customer service operations with strong understanding of contact centre workflows, agent tools, and customer support metrics
Experience in financial services or automotive industry is highly preferred
5+ years of hands-on experience with Salesforce Service Cloud, including configuration, customization, and integration
Proven ability to design and implement solutions for case management, knowledge management, and omni-channel support
Proven ability to lead and influence cross-functional teams, including offshore engineering teams, to deliver complex projects on time and within budget
Exceptional communication and presentation skills with ability to articulate product vision and influence senior management
Proven track record of leading launch and management of software products throughout their lifecycle
Strong analytical and problem-solving skills and technical proficiency
Data-driven decision making experience using analytics to inform roadmaps and prioritization
Strong technical aptitude with understanding of software architecture, API integrations, and data flows
Bachelor’s degree or equivalent combination of experience and education
Ability to attend Manchester Business Centre typically 3 days a week and remain flexible on days required to attend the office
Successful candidates will be required to undergo a criminal record check in line with the Rehabilitation of Offenders Act 1974