Ford Motor Company

Product Manager, Salesforce

Ford Motor Company

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Define product strategy and roadmap for Salesforce Service Cloud implementation within Ford Credit servicing tools
  • Collaborate with business operations stakeholders, Product Managers, engineering, UX, and cross-functional teams to understand agent and customer experience
  • Translate business needs into prioritized backlog of clear user stories, acceptance criteria, and actionable specifications
  • Manage stakeholder communication and lead User Acceptance Testing (UAT)
  • Drive platform continuous improvement and outcome ownership by setting goals and measuring key results
  • Support quality assurance by executing functional testing and collaborating with QA engineers
  • Proactively engage with agents and customers to conduct user research, uncover needs, and define solutions
  • Analyze customer feedback, usage metrics, and operational data to inform decisions and trade-offs
  • Facilitate transition of core account servicing and collections journeys to new platforms and enable seamless omni-channel experiences
  • Partner with teams to enable secure digital document exchange and improve knowledge management for self-service and assisted service

Requirements

  • Bachelor’s degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience
  • Direct Salesforce Service Cloud / Auto Cloud experience
  • Demonstrable, hands-on experience working directly within the servicing CRM ecosystem and familiarity 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, including ability to navigate ambiguity and synthesize insights from data
  • Exceptional communication, collaboration, and interpersonal skills
  • Curious and adaptable mindset with desire to learn new technologies, business processes, and customer behaviors
  • Proactive, takes ownership, and works effectively independently and collaboratively
  • Strong attention to detail in documentation and analysis
  • General knowledge or experience within the financial services industry (preferred)
  • Familiarity with data analysis tools or techniques to understand user behavior and measure feature adoption or impact (preferred)
  • Ability to work collaboratively with multiple functional areas including UX, engineering, sales, customer support, finance, and marketing (preferred)
  • Visa sponsorship is not available for this position
  • Candidates must be legally authorized to work in the United States
  • Candidates in commuting distance to a Ford hub location may be required to be onsite four or more days per week