Customer Operations Manager
3M
Recall Analyst – Operations
Ford Motor Company
full-time
Posted on:
Location Type: Hybrid
Location: Dearborn • Missouri • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage the planning, development, and launch of FSAs, through process improvements.
- Oversee the processes of development, validation, approval and publication of dealer bulletins and owner communications in support of FSAs.
- Deliver robust and timely FSAs with optimized dealer and customer experiences:
- Develop Training and Onboarding Materials
- Institute Workload and Coverage Management Tools
- Develop Recall/ASO/PSL Recall Program Dashboard
- Develop processes to ensure technical recall communications have clear, concise and consistent instructions for technicians to perform repair process
- Improve Owner Communication Processes
- Develop Recall Metrics and refine SSSC Metrics, to cascade in reoccurring meetings
- Coordinate FSA launch planning with PS&L and DSP to ensure required parts and software are available to deliver FSAs.
- Collaborate and align with Ford Dealer Council on advance dealer education and customer talking points
- Dealer Broadcasts
- Development of Recall Podcasts
- Finalizing Recall completions for OTA (Over The Air) Updates
- Development and Maintenance of Recall Process Improvement - Containment (Stop Launch)/Phase Launches/Partial Launches
- Develop Process, Maintenance and Metrics for Managing Rental Process for Recalls
- Coordinate the development of the Field Review Committee Summary Debriefs after every FRC Meeting.
- Manage Recall FAP Updates
- Utilize empowerment, coaching/counseling, team building and process improvement to create a work atmosphere that develops employees to their fullest potential and recognizes their achievements.
Requirements
- Bachelor’s degree or 5+ years experience in automotive field.
- Expert in Excel, Word, Outlook, Power Point.
- Self-Starter, Ambitious, proficient in Time Management.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process improvementtraining developmentrecall metricsworkload managementcommunication processestechnical communicationdata analysisproject managementdashboard developmentrecall program management
Soft skills
self-starterambitioustime managementcoachingteam buildingempowermentcommunicationcollaborationleadershiporganizational skills
