Customer Experience

Responsibilities:

• Data-Driven Quality Analysis:Leverage real-time data, including Connected Vehicle Data and Leading Customer Indicators, to identify substandard processes across Ford Pro pillars and drive data-informed conclusions, even with imperfect data.
• Cross-Functional Collaboration & Communication:Partner with stakeholders across Ford Pro to analyze, document, and communicate effectively with production, managerial, and executive teams. Develop and share regular leadership reports (weekly/monthly).
• Issue Ownership & Escalation Management:Own the end-to-end escalation process for product, data quality, hardware, and software issues. This includes logging bugs in Jira, ensuring timely follow-up and escalation, coordinating support activities across multiple teams, and communicating next steps/actions to both resolution teams and customer-facing business groups, adhering to business SLAs.
• Proactive Quality Improvement:Proactively monitor, prioritize, and drive actions to address customer quality concerns from various sources (Fleet Customer Critical Issues, Technical Hotline, Business Account Feedback, etc.). Lead investigations, implement solutions (ICAs, PCAs, PRAs), and proactively improve traditional and leading quality metrics to deliver an outstanding customer experience.
• Product Influence & Innovation:Influence product design by translating quality feedback into actionable insights. Identify and propose innovative solutions to reduce unnecessary toil and manual work in quality issue management.
• Quality Framework & Benchmarking:Support the creation of a comprehensive Quality Framework encompassing all Connectivity Features. Quickly benchmark quality indicators (internally and externally) and establish action plans across all Connected Vehicle Features.
• Problem Solving & Support:Work with Level 2 teams across various organizations to support hardware and software issues. Think creatively to find diverse solutions for hardware problems, mitigating customer impact. Proactively identify and engage peer support to quickly resolve customer-affecting issues.

• EE / CS / Bachelor of Science / MBA degree
• 2+ years of experience driving quality concerns is desired.
• 2+ years of experience on Vehicle Connectivity and Vehicle launches.
• Proven experience working with both Large/Small Fleet Related metrics and external partners.
• Proven analytical abilities and advanced understanding of business functions, workflows, and processes.
• High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers.
• Practical experience generating process documentation and reporting.
• Flexible work shift (between 8AM and 8PM)
• Open to accommodate potential weekend work shift

Our preferred qualifications:

.Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA

.Solid understanding of vehicle electrical architectures and components

.Ability to respond and prioritize several demands from different teams and point of view

.Ability to drive Quality/Performance attitude into different levels inside the Company

.2+ years of experience delivering products or managing quality in a technical function.

.2+ years of experience on Vehicle Connectivity and Vehicle launches.

.Experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools