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Group Product Manager - Servicing, Manchester
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Client:
Ford Motor Company
Location:
Manchester, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
a7491e37c700
Job Views:
5
Posted:
16.07.2025
Expiry Date:
30.08.2025
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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.
The minimum requirements we seek:
* 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.
Our preferred requirements:
* 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.
Additional Information:
The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability
This position is based in either Dunton or Manchester, and it is expected the successful candidate will be able to attend the Dunton office or Manchester Business Centre for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.
As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.
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