• Own and optimize payment routing & cascading logic across acquirers/PSPs • Continuously monitor and improve Approval Rate for initial payments and rebills • Write clear technical specs for the developer and validate implementation • Run A/B tests on payment flows and turn results into product decisions • Track PCI DSS compliance requirements relevant to the platform • Build and maintain payment KPI reporting and dashboards • Collaborate closely with a Senior BE developer, the Head of Payments

• Conduct customer interviews and user research sessions. • Translate customer feedback into actionable recommendations for the product team. • Prioritize roadmap initiatives based on customer impact and business objectives. • Track product development timelines, milestones, dependencies, and risks to ensure projects stay on schedule. • Facilitate release readiness reviews and launch coordination. • Create and maintain product documentation, release notes, and internal resources. • Lead new customer onboarding, ensuring successful adoption of new features. • Conduct customer training sessions and demonstrations. • Triage inbound customer support tickets and partner with account managers to ensure customer satisfaction.

• Drive the agentic AI area for Outreach Engage, defining the vision, strategy, and roadmap for how AI agents augment and automate the selling workflows at the heart of the platform, in support of the Amplify offering. • Work closely with the Sales Engagement Product team across time zones, translating market reality into actionable product context and accelerating the evolution into an end-to-end agentic revenue platform. • Track the market, competitive landscape, and customer feedback, translating them into Outreach positioning and roadmap priorities. • Guide pricing and packaging decisions, including evolving pricing models for AI-native products. • Define and own the core metrics for adoption, engagement, quality, and business impact of AI and agentic experiences, and use them to drive prioritization and trade-off decisions. • Partner with a cross-functional team of engineers, data scientists, and designers to build agentic workflows grounded in Outreach's engagement data and knowledge, balancing automation with seller control, trust, and enterprise-grade governance. • Partner with Sales Enablement and Product Marketing to ensure every launch lands accurately and compellingly across the field. • Handle customer escalations as the product voice: triaging issues, aligning with the Product team, and closing the loop with customers and CS. • Lead pilots with high-value customers: structuring the engagement, setting success criteria, and ensuring outcomes feed back into the product roadmap. • Drive adoption and consumption of AI capabilities, partnering with CS and Sales.

Role Description 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. 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 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. 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 to 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. Qualifications - 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 data), and synthesize them into clear, actionable recommendations and compelling narratives. - Exceptional communication, collaboration, and interpersonal skills, with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels. - A curious and adaptable mindset with a strong desire to learn about new technologies, business processes, and customer behaviors. - Evidence of being proactive, taking ownership, and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision. - Strong attention to detail, ensuring accuracy in documentation and analysis. Requirements - Direct Ford Credit experience and/or experience within the financial services industry, particularly related to credit operations or customer service. - Direct experience working as a Business Analyst, Product Owner, or similar role within an agile software delivery team. - Exposure to or hands-on experience with modern product discovery and development techniques such as user story mapping, rapid prototyping, process modeling (e.g., using BPMN), or journey mapping. - Experience working with CRM systems or dedicated customer service applications. Benefits - Immediate medical, dental, vision and prescription drug coverage. - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more. - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more. - Vehicle discount program for employees and family members and management leases. - Tuition assistance. - Established and active employee resource groups. - Paid time off for individual and team community service. - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day. - Paid time off and the option to purchase additional vacation time.