Software Engineering Manager

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves? 

The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world.

In this position... 

The Customer Care & Call Center Technologies team is responsible for providing technology solutions used by Ford Credit contact centers globally. This team focuses on providing solutions like Single Pane of Glass, Workforce Management, etc. that enable Ford Credit Business Center Agents to provide a positive customer experience efficiently and effectively alongwith a variety of self-service options. The Customer Care & Call Center Technologies team implements solutions that deliver enhanced experiences to Business Center Agents that enable them to add value to our customers & dealers, accelerate speed to market for new features, and improve agent experiences.

The Director of Engineering will lead 5 teams who are passionate about delivering best-in-class solutions for customers, dealers, and agents. 

This is an exciting opportunity for a seasoned leader with strong technical and leadership skills, passion for excellence and innovation, to lead the transformation of customer care and call center technologies & channels.

What you'll do...

• Lead Customer Care & Call Center Technology teams to build and maintain the suite of products and services
• Lead the transformation of contact center channel, working together with the enterprise technology, business, and supplier partners
• Partner with Product Owners to define requirements and priorities, and develop product roadmaps
• Be accountable for high quality and efficient delivery of product and technology roadmap
• Manage health of the products and services including business relationsbhips, security & controls, privacy, sourcing, and scope
• Use technology to improve business outcomes and increase business process efficiency
• Be a champion for building technical skills, software craftsmanship, DevOps, and Agile practices, and enable continuous improvement culture across channel teams
• Drive a great culture – strong collaboration, embracing different views and personalities

You'll have... 

• Bachelor’s Degree in Computer Science, Engineering or equivalent work experience 
• 10+ years’ experience building and maintaining high performing technology teams
• Experience leading a global teams
• Experience in working in Product Driven Organization model
• Large Agile program delivery including technology, API development and integrations, and cloud-based applications
• Strong focus on Customer Experience
• Strong troubleshooting skills to triage issues acoss a complex ecosystem with multiple technologies and service providers in times of critical service interruption
• Creative approach to problemsolving with the ability to focus on details while maintaining the “big picture” view
• Ability to quickly learn and understand complex environments and team dynamics
• Proven ability to build effective relationships with technology teams, business partners and external supplliers to drive technology transformation
• Excellent communication and storytelling skills
• Collaborative team player who thrives in a fast-paced environment
• Value and leverage diversity and has a passion for talent development
• Ability to manage supplier led engagements
• Experience with call center technologies and integrations including chat, voice, MS Dynamics, Salesforce, etc.
• Ability to lead design and implementation of APIs used for creating Agent experiences
• Experience with AI technologies

Even better, you may have...

• Ability to influence leaders and team members in a diplomatic way
• Ability to provide a clear point of view and challenge respectfully when necessary
• Posess a high tolerance for ambiguity and ever-changing environment
• Willingless to mentor and teach others
• Knowledge of Customer Experience / Contact Center business
• Knowledge/Experience with CRMs (Microsoft Dynamics and Salesforce), Contact Center business applications, and Contact Center Voice technologies (legacy and modern). Experience/Exposure to AI technology uses in contact centers
• Experience with Ford’s / Ford Credit’s technology / supplier onb