Manager, Uptime Strategy & Insights
About The Position
Ford's Service Engineering and Operations organization within FCSD is charged with leading the transformation of vehicle Uptime performance — ensuring our customers and fleets spend less time in the shop and more time on the road. As part of the Uptime team, you'll help drive the strategy, data insights, and business planning that reduce Repair Order (RO) Duration and improve Uptime performance, fueling sustainable parts & service revenue growth. Our team is customer-obsessed, entrepreneurial, data-driven and dedicated to delivering industry-leading Uptime outcomes for our owners and fleets. You'll join an agile team of doers pioneering FCSD's future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams. In this position We're looking for an Uptime Strategy and Insights individual contributor to join the Uptime team within FCSD's Service Engineering and Operations department. You will support the development and management of the data strategy and outputs, business plans, and financial models that drive Uptime performance — including RO Duration and 7-day and 29-day resolution metrics, and Reacquired Vehicle spend and volume — across FCSD, Lincoln, and Ford Pro. You'll be expected to proactively mine Uptime data for trends, risks, and opportunities, not just report on results after the fact. Experience in business planning, strategy development, and data-driven insights management is essential.
Requirements
- Bachelor's degree in Business Administration, Finance, Data Analytics, Engineering, or a related field.
- 6+ years of experience in business planning, financial analysis, strategic analysis, data analytics or program management, with significant involvement in developing business cases and roadmaps.
- Demonstrated experience working with operational or performance data (e.g., service, warranty, reliability, or customer experience metrics) to proactively identify trends and drive business decisions
- Strong financial acumen with demonstrated ability to build business cases, forecasts, and financial models that drive executive decision-making.
- Exceptional analytical, problem-solving, and critical thinking skills; ability to synthesize large or complex datasets into clear, actionable, financially grounded plans.
- Comfort working directly with data tools/dashboards to monitor performance trends and proactively flag risks, rather than relying solely on periodic reporting.
- Excellent verbal and written communication, presentation, and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment and white space -this is an individual contributor role requiring strong self-direction and ownership.
Nice To Haves
- MBA or Master's degree in a relevant field.
- Direct experience with Ford Uptime Assist, Reacquired Vehicle spend and volume, RO Duration reporting, or similar dealer/service performance metrics.
- Parts and Service experience.
- Experience with reliability engineering, warranty strategy, or service performance analytics in the automotive sector.
- Experience building or managing real-time or near-real-time performance dashboards.
- Experience with digital transformation strategies tied to service/business operations.
- Experience in global markets.
- Field and Dealer experience.
- Experience with data analytics and forecasting tools (e.g., SQL, Power BI, Tableau).
Responsibilities
- Lead the development of the data strategy and support the management of core Uptime metrics — including RO Duration, and 7-day and 29-day resolution rates — proactively analyzing trends, surfacing root causes of underperformance, and identifying opportunities for improvement before they become issues.
- Support the establishment and maintenance of rigorous, always-on monitoring of Uptime data across FCSD, Lincoln, and Ford Pro; support the building of dashboards and reporting cadences that flag emerging risks and performance shifts in near real time rather than relying on retrospective reviews.
- Support the development of the Uptime strategy roadmap in partnership with Uptime leadership, building business plans and financial models that connect RO Duration and Uptime Assist performance directly to parts and service revenue growth and cost efficiency.
- Build robust, data-backed business cases and financial forecasts to prioritize investment in uptime initiatives that reduce RO Duration, reduce Reacquired Vehicle spend and volume, and improve Uptime Assist resolution speed; translate data insights into actionable, resourced plans.
- Support prioritization across a portfolio of Uptime-focused initiatives, balancing near-term data-driven fixes with long-term north-star strategic workstreams; identify training and scaling opportunities with delivery partners to accelerate adoption.
- Act as a strategic partner, working across FCSD, dealer operations, Quality, Engineering, and Finance to align Uptime data insights and priorities, and support execution of large, cross-functional initiatives.
- Support the definition and ongoing refinement of KPIs tied to RO Duration and Uptime Assist performance; partner with GDIA and the rest of the Uptime team to analyze results, run root-cause deep dives, develop PDCA through problem solving, and iterate on strategy for continuous improvement.
- Use Uptime data insights to support the definition of capabilities and change management needed at dealerships to reduce RO Duration, reduce Reacquired Vehicle spend and volume and accelerate Uptime Assist resolution, driving measurable results in the field.
- Clearly articulate data insights, business plans, and recommendations to the Uptime team through compelling, metrics-driven presentations and reports to inform ongoing strategy and decision-making.
- Serve as liaison to delivery partners, supporting the definition of actions, RACI, and project management plans needed to launch data-informed products and experiences that improve Uptime.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
