Technical Program Manager - Customer Care Agent Servicing

Ford Credit IT is looking for a proficient TPM who is having excellent hands-on in Salesforce Service cloud/Auto cloud

• Coordinates and facilitates the team’s flow load, working within and across teams to align

work and capacity

• Creates conditions for high performance teams to excel

• Facilitates conversations to achieve user story completion, while ensuring acceptance criteria

is actionable.

• Uses the product roadmap to guide the team’s efforts delivering highest value outcome

• Facilitate teams review of proposed product or service technical design against relevant

policies, standards, and principles. Stays aware of industry standards and their impact on the

product or service

• Responsible for facilitating sprint planning, backlog refinement, retrospective, demo, and

daily standup.

• Bias for action to remove blockers & impediments

• Has experience with JIRA, setting up filters, dashboards, reports, etc.

• Look for opportunities to improve team processes and norms

• An effective communicator that has experience working with globally distributed teams

• Supports and motivates team members during difficulties, helps to keep morale high

• Adaptable and open to change, able to adjust to evolving needs of the team/project

• Strong ITSM skills on Problem and release management.

Uses the product roadmap to guide the team’s efforts delivering highest value outcome

• Responsible for facilitating sprint planning, backlog refinement, retrospective, demo, and

daily standup.

• Bias for action to remove blockers & impediments

• Has experience with JIRA, setting up filters, dashboards, reports, etc.

Minimum 8-10 years of experience working on Digital transformation preferably on Salesforce service cloud

apps.

• Able to guide and drive the team based on the cross functional alignments.

• Able to make data driven decisions to align product roadmap.

• Participate and collaborate with the engineering team ceremonies to drive execution of the

various program part of Salesforce Auto cloud/service cloud.

• Collaborate with multiple stakeholders and ensure smooth delivery of the projects end to

end.

• Drive conversation with cross functional teams and technical stakeholders in solving all

dependencies.

• Strong ITSM skills on Problem and release management.

• Able to author all key process and emphasis on documentation.