Tim Balogh
Howell
Summary
Product Lead and Manager with 15+ years of experience delivering enterprise-scale software platforms spanning messaging, telephony, conversational AI, and omnichannel customer experience. Proven leader of multi-team product organizations (15+ people) with deep expertise in SMS, voice, chat, cloud contact centers, and automation. Strong record of driving measurable business impact, including multi-million-dollar cost savings, platform migrations, and AI-driven operational efficiency. Experienced partnering with engineering, design, operations, vendors, and executive leadership in complex, highly regulated environments. Proven track record of developing high-performing teams.
Overview
16
16
years of professional experience
Work History
Product Lead – Assist Customer (CX)
Ford Motor Company
Dearborn
10.2021 - Current
- Product Lead for two cross-functional product teams (15 engineers, designers, and product managers) delivering mission-critical omnichannel CX platforms supporting Ford and Lincoln global contact centers
- Own the product vision, roadmap, and delivery for customer and agent engagement across Chat, Voice, SMS/MMS, Apple Messages for Business, and Conversational AI
- Led the enterprise migration and launch of Microsoft Dynamics Customer Service Workspace (CSW) omnichannel capabilities, integrating Live Chat, Cisco Voice, and Twilio SMS to support 2,000+ contact center agents globally
- Acted as single-threaded owner for omnichannel tooling, coordinating complex integrations across internal platforms and external vendors while ensuring reliability and scalability
- Conducted GEMBA field research within live contact centers to observe agent workflows, identify friction points, and drive product improvements rooted in real-world operational use
- Led the insourcing of the Lincoln Personal Assistant program, migrating phone and messaging capabilities from an external vendor to Twilio Voice and SMS, delivering ~$1.5M in annual cost savings
- Owned the pilot and production launch of Voice and Live Chat on the NiCE CXone cloud platform, enabling the migration from on-premise voice infrastructure to cloud and replacement of legacy chat tooling with a modern cloud solution resulting in ~$1M in cost savings, improved scalability, and reduced operational complexity
- Led the launch of a conversational AI support experience for Lincoln customers, providing 24x7 self-service support and achieving 80%+ chat deflection, significantly reducing agent workload while maintaining customer satisfaction
- Define and track KPIs tied to adoption, deflection, operational efficiency, and customer experience outcomes
IT Product Manager – Assist Customer (CX)
Ford Motor Company
Dearborn
08.2019 - 10.2021
- Built and led a product team delivering new customer experience capabilities supporting major vehicle launches including Mustang Mach-E and Bronco
- Shipped features tightly integrated with connected vehicle platforms and mobile app experiences
- Translated customer and business needs into clear product requirements and technical stories for engineering teams
- Established foundational product processes for roadmapping, prioritization, and stakeholder communication
FordPass Guides – IT Product Manager
Ford Motor Company
Dearborn
07.2018 - 08.2019
- Owned digital support and guidance experiences within FordPass, Ford’s flagship consumer mobile application
- Partnered with mobile engineering teams to deliver customer-facing features improving engagement and support accessibility
- Led the strategy and migration from SalesForce cloud to MS Dynamics CRM
FordPass Guides – IT Portfolio Specialist
Ford Motor Company
Dearborn
10.2016 - 07.2018
- Managed portfolios spanning multiple digital customer service initiatives
- Coordinated delivery timelines, dependencies, and cross-team alignment across IT and business stakeholders
- Conducted market research to identify potential investment opportunities and threats.
IT PPM Consultant
Ford Motor Company
Dearborn
05.2012 - 10.2016
- Provided portfolio and program management across large-scale IT initiatives
- Improved delivery predictability, transparency, and executive reporting
- Provided MS Project support to global PM staff
- Facilitated workshops to enhance team skills and drive project alignment.
- Designed and trained Entrepreneurial PM framework to PMs globally
IT Ford College Graduate (FCG)
Ford Motor Company
Dearborn
03.2010 - 05.2012
- Rotational program across Business Analyst, Portfolio Analyst, and Solution Architect roles
- Built strong foundation in enterprise systems, architecture, and delivery models
Education
MBA - Business Administration
Lawrence Technological University
Southfield, MI12-2014
Master of Science - Information Technology
Lawrence Technological University
Southfield, MI12-2014
Certificate - IT Project Management
Lawrence Technological University
Southfield, MI12-2014
Bachelor of Arts - Computer Science
Lawrence Technological University
Southfield, MI05-2009
Skills
- Product strategy and vision
- Platform and API products
- Omnichannel messaging (SMS, MMS, voice, chat)
- Conversational AI and chatbots
- Cloud contact centers
- Developer and agent experience (DX / AX)
- Roadmapping and prioritization
- KPIs and OKRs
- Agile and scrum
- Cross-functional leadership
- Vendor and partner integrations
- Enterprise SaaS
- Mobile and web platforms
- Product management
- Stakeholder communication
- Team leadership
Accomplishments
NextGen Changemaker: Emerging Leader Award, 2023
Timeline
Product Lead – Assist Customer (CX)
Ford Motor Company
10.2021 - Current
IT Product Manager – Assist Customer (CX)
Ford Motor Company
08.2019 - 10.2021
FordPass Guides – IT Product Manager
Ford Motor Company
07.2018 - 08.2019
FordPass Guides – IT Portfolio Specialist
Ford Motor Company
10.2016 - 07.2018
IT PPM Consultant
Ford Motor Company
05.2012 - 10.2016
IT Ford College Graduate (FCG)
Ford Motor Company
03.2010 - 05.2012
MBA - Business Administration
Lawrence Technological University
Master of Science - Information Technology
Lawrence Technological University
Certificate - IT Project Management
Lawrence Technological University
Bachelor of Arts - Computer Science
Lawrence Technological University