Senior Program Manager, Warranty and Service Quality

Ford Motor Company

Program Manager leading quality improvement processes for Ford Energy, focusing on warranty and service quality. Overseeing supplier accountability and ensuring customer satisfaction in battery systems.

Posted 4/30/2026full-timeRemote • Missouri • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own the operating framework for warranty and service quality, ensuring it supports a high-quality customer journey.
Establish warranty policies and service quality standards that protect the customer from defects and non-conformances.
Drive alignment across service, engineering, and supply chain to ensure quality issues are resolved holistically.
Lead warranty operations and governance, monitoring trends to identify emerging risks to customer satisfaction.
Define and implement service quality standards across field service and commissioning to ensure repair effectiveness and procedural compliance.
Partner with service leadership to improve first-time fix performance and field execution discipline.
Lead the intake and triage of field quality issues, ensuring that customer-impacting failures are prioritized for immediate resolution.
Drive cross-functional root cause investigations and ensure corrective actions are verified and sustained across the fleet.
Establish evidence requirements and failure documentation standards to support sound technical and commercial conclusions.
Partner with Supply Chain to drive supplier accountability for defects, ensuring the customer experience is not compromised by component failures.
Develop and manage chargeback processes tied to supplier-caused failures and warranty events.
Translate warranty and quality insights into actionable improvements for future product designs and supplier selections.

Requirements

What you’ll need

Bachelor’s degree or equivalent combination of education and experience.
7+ years of experience in warranty management, service quality, or technical program management.
Experience in root cause analysis and managing cross-functional quality improvement initiatives.
Strong financial acumen related to warranty cost tracking and supplier recovery.
Experience in service quality management or customer experience (CX) improvement programs.
Experience in energy storage, automotive, or industrial OEM environments.
Familiarity with supplier quality systems and commercial chargeback governance.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

warranty managementservice quality standardsroot cause analysiscross-functional quality improvementfinancial acumensupplier quality systemschargeback processescustomer experience improvementfield service managementdefect management

Soft Skills

leadershipcommunicationcollaborationproblem-solvinganalytical thinkingcustomer focusorganizational skillsstrategic thinkingnegotiationadaptability

Certifications

Bachelor's degree