Repair Quality Program Manager

International Motors, LLC•Woodridge, IL

7d•$106,400 - $159,600

About The Position

Repair Quality is an enterprise-wide program that establishes consistent repair standards, reduces repeat repairs, protects vehicle uptime, strengthens dealer accountability, and improves the customer service experience. The Repair Quality Program Manager will own and advance the program across the dealer service network. This role serves as the central lead for program strategy, standards, dealer audits, remediation decisions, reporting, communications, and continuous improvement. The Program Manager will collaborate with dealer, field, engineering, warranty, training, quality, digital, IT, supplier, and international-market stakeholders to ensure the program remains practical, measurable, and scalable. The ideal candidate combines strong program ownership, technical judgment, data-driven decision-making, and stakeholder-management skills with the ability to translate complex service and quality requirements into an effective operating program.

Requirements

Bachelor's degree and at least 2 years of technical project/program management experience OR Master's degree and at least 1 year of technical project/program management experience OR At least 5 years of technical project/program management experience
Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States.
We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Nice To Haves

Experience managing cross-functional programs, products, or operational initiatives within service engineering, dealer operations, warranty, quality, or a related field.
Knowledge of repair-quality principles, including first-time repair, contamination prevention, technician competency, tool readiness, repair-method compliance, and post-repair verification.
Experience defining standards, audit criteria, compliance requirements, remediation workflows, or corrective-action programs.
Ability to objectively evaluate technical evidence, interpret requirements, make consistent decisions, and communicate conclusions clearly.
Strong program and product-management skills, including developing strategy, roadmaps, requirements, priorities, execution plans, and measurable outcomes.
Experience analyzing audit, warranty, operational, customer, and dealer data to identify trends and improvement opportunities.
Familiarity with business-intelligence tools, dashboards, workflow systems, data integrations, APIs, and dealer-management platforms.
Ability to translate service and business needs into actionable requirements for technical and digital teams.
Strong written, verbal, facilitation, and stakeholder-management skills across technical, operational, dealer, and executive audiences.
Organized, detail-oriented, and comfortable working independently through ambiguity while maintaining a customer-focused and continuous-improvement mindset.
PMP certification and experience with Agile methodologies are preferred.

Responsibilities

Own the Repair Quality vision, strategy, roadmap, requirements, and delivery plan, aligning priorities with vehicle uptime, dealer capability, customer experience, warranty performance, and enterprise quality objectives.
Serve as the program’s central point of contact and subject-matter lead, providing consistent interpretation of requirements and coordinating decisions across participating organizations.
Define and maintain Repair Quality standards, checkpoints, audit criteria, procedures, dealer guidance, evidence requirements, and supporting documentation.
Review dealer audits and remediation evidence, determine program status, and provide clear, consistent feedback regarding approval, remediation, or suspension-related outcomes.
Partner with Dealer Operations, field teams, and dealer leadership to support corrective actions, dealer recovery, and sustained compliance.
Maintain program dashboards, audit and remediation records, dealer status reporting, stakeholder communications, and a centralized repository of program materials.
Analyze audit findings, warranty trends, repeat repairs, field observations, customer concerns, and dealer feedback to identify risks and improvement opportunities.
Lead the refinement and expansion of Repair Quality requirements through research, pilots, stakeholder review, training, communications, and management approval.
Collaborate with engineering, technical publications, training, warranty, quality, suppliers, digital, and IT teams to align repair methods, tools, systems, integrations, and workflows.
Establish and monitor success measures, including audit completion, approval status, remediation progress, dealer adoption, checkpoint performance, and repeat-repair trends.
Support implementation in additional products and approved markets through dealer visits, pilot evaluations, verification activities, workshops, and auditor training.
Drive cross-functional issues to resolution by clarifying ownership, managing trade-offs, escalating risks, and maintaining alignment on deliverables and measurable outcomes.