Manager, FCSD Quality Early Detection

Job Description

Manager, FCSD Quality Early Detection 


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? 

In this position... 

Come help build a better world, where every person is free to move and pursue their dreams. Ford Motor Company was built on the belief that freedom of movement drives human progress. It’s a belief that has fueled our passion to create great cars, trucks, and ownership experiences. And today, it drives our commitment to become the world’s most trusted mobility company, creating vehicles and services for a smart world that helps people move more safely, confidently, and freely. Ford is experiencing significant business transformation in an ever-changing propulsion and digital world, and we are looking for exceptional talent to join us on this journey.

At the Ford Customers Service Division team (FCSD), we are responsible for getting our customer's vehicles back on the road as quick as possible with best-in-class service quality and ownership experiences. We aspire to navigate Ford Motor Company through the disruptiveness of the information age, harnessing the power of data and artificial intelligence and the strength of our dealer network and team members, to realize the enterprise’s stretch goals, reveal hidden opportunities, and achieve superiority in customer service satisfaction. 

We are looking for an experienced business leader with a passion for customer service quality and experience to join our Uptime and Insights Transformation team. We work across business units to collaboratively solve the key contributors to dissatisfaction for customers, service technicians, engineers, and others. As part of our team, you’ll help deliver our plan to transform service and vehicle quality by leading the implementation of our quality early detection strategy. In this role, you'll get the satisfaction of creating better products and ownership experiences people use and love.

What you'll do...

•Benchmarking other OEMs and industries to identify best practices in quality detection and resolution for products and services.
•Leading implementation of our Quality Early Detection strategy.
•Developing a capabilities study to identify gaps and opportunities to target.
•Working with software and data science experts to expand our datasets and to develop new models leading to new insights.
•Creating transactional dashboards to trend complex, multi-dimensional quality and operational trends.
•Translating emerging trends into measurable and actionable insights.
•Improving reporting on key trends, focus areas, achievements, and results.
•Engaging with stakeholders to align on investment and resource priorities to achieve shared objectives.
•Collaborating with other Ford business units and skill teams to achieve shared objectives.
•Program managing critical workstreams.
•Leading and establishing governance meetings.
•Engaging with Dealer and Customer Advisory boards.

You'll have... 

•Bachelor’s degree in engineering, Software, Data Sciences, or Business Management.
•5+ years’ experience in data-driven automotive quality improvement.
•5+ years’ experience in automotive service operations.

Even better, you may have...

•A proven record of team creation, transformation, and leadership
•Knowledge of Ford’s products and services, and go-to-market
•Knowledge of automotive quality strategies and operating systems
•Knowledge of Ford’s engineering, manufacturing, quality, and customer service processes, systems, and tools
•Knowledge of vehicle architecture and systems, diagnostic tools and capabilities, and enterprise-wide data and AI systems
•Experience in automotive Warranty, Engineering, Manufacturing, and/or Quality
•Experience in applying service data and trends to product quality improvement or the reverse.
•Experience in implementing new capabilities for quality and durability early detection in an automotive setting.
•Experience working across teams improve operational efficiency and reduce waste.
•Excellent communication skills both up and down the organization to achieve the desired results.
•High level of analytical skills to trend quality, operational, and customer feedback data to find opportunities.
•Ability to positively influence change.
•Ability to handle complex issues and manage competing priorities .
•Proficiency in using Outlook, Microsoft Office products, and Ford-specific software and systems.

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