Product Manager, Early Collections

Are you passionate about transforming customer experiences and empowering internal teams with cutting-edge technology? Do you thrive in a dynamic, agile environment focused on delivering tangible value?

Our Ford Credit Core + Servicing (C+S) product team is on a mission to build unwavering confidence and loyalty in our internal agents and external customers. We envision a future where our servicing tools and processes provide complete support, enable self-sufficiency, and deliver effective, personalized service exactly when and where it's needed.

As a Early Collections Product Manager, you won't just gather requirements; you will be a key driver in delivering software solutions that directly impact on the daily work of Ford Credit Agents and, by extension, the satisfaction of our customers. Embracing a modern agile mindset, you will operate at the intersection of product strategy and technical execution, partnering closely with business, product, and engineering teams.

You will ideate, design, and help deliver new functionality into our strategic servicing toolset.

In this critical role within Early Collections area, you will bridge the gap between business needs and technical solutions, focusing on enhancing our customer service capabilities.

Your key responsibilities will include:

Driving Product Outcomes:
Collaborate intently with business operations stakeholders and cross-functional product teams to deeply understand the agent and customer experience. Translate this understanding into clear, concise, and actionable specifications, requirements (e.g., user stories), acceptance criteria, and testing scenarios.

Shaping the Servicing Strategy:
Work alongside key stakeholders to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap, assisting with prioritization decisions and appropriate trade-offs between desired features, speed to market, and technical feasibility.

Championing Agent & Customer

Experience:

Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR) on key initiatives, including:

• Providing a holistic customer view with relevant information to service customers efficiently and effectively, partnering with the Smart Secure Documents and Knowledge Management team to define and deliver solutions that simplify complex customer requests and educate agents on processes.

  User Research & Problem Solving:
  Proactively and creatively engage with users to uncover their underlying needs, pain points, and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.

• Data-Driven Decision Making:
  Analyze relevant data (customer feedback, usage metrics, operational data) to inform requirements, evaluate options, make smart, decisive trade-offs, and ensure delivered value is measurable.

• Outcome Ownership:
  Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.

• Quality Assurance Support:
  Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.

• Ability to closely work with key stakeholders in supporting Collections strategies and outcomes.

• Ability work with 3rd party vendors in driving key initiatives.

• Manage product backlog, track KPIs, support quarterly planning processes across multiple initiatives

• Comfortable with ambiguity and use data to drive forward

• Bachelor's degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience or equivalent combination of relevant education and experience.
• General knowledge of Ford Credit operations
• Proven ability to define and document clear, concise requirements (e.g., user stories, acceptance criteria) in an agile environment
• Strong analytical and problem-solving skills, with the ability to navigate ambiguity ("white space"), break down complex issues, generate insights from various sources (including…