RO Duration Performance Specialist

Ford • Dearborn, MI

14h • $74,300 - $166,200 • Hybrid

About The Position

The RO Duration Performance Specialist is a high-impact analytical and strategic role focused on diagnosing the "how" and "why" behind vehicle repair timelines across Ford's dealer network. This role directly supports Ford’s Global/US RO Duration metric by translating complex vehicle downtime data into dealer-level action. By gathering data from diverse established sources (dashboards, files, and GCP) - you will work with analytics teams to transform their data and consolidate complex datasets into intuitive, high-impact business insights. Beyond just analysis, this role will drive the activation of RO duration initiatives by working directly with Field Operations and the Uptime Dealer Enablement team to translate data into dealer-level action. You will identify bottlenecks and proactively develop assignments that empower field teams to improve service efficiency. As a member of the FCSD Customer Retention & Uptime team, the preferred candidate will work in a transformational environment and deliver excellence in improving customer success and operational efficiency across the Ford, Lincoln, and Electric Vehicle portfolios.

Requirements

• Bachelor’s degree in quantitative fields such as Economics, Statistics, or Business (Analytics or intelligence).
• 5+ years of experience with utilization of collaborative and operational tools including Smartsheet, Miro, PowerPoint, Navigating Dashboards, Excel (incl. Pivots, macros) etc.
• 5+ years of experience in a data-driven analyst role, with a proven track record of synthesizing data into intuitive business insights and strategic narratives
• 3+ years of experience with data analysis and analytical skills to develop actionable insights and the ability to synthesize into a cohesive story and make data-driven decisions.
• 3+ years of experience with service and partnership mindset, with the ability to collaborate across diverse technical and business teams to streamline workflows and support their success.
• 1+ years of experience in leading insights developments cycle (business preparation, intake, define/refine, build/test, launch)
• 1+ years of experience in PowerBI and Looker Studio.
• Advanced Excel capabilities (pivot tables, modeling, complex formulas).
• 1+ years of experience with automotive repair processes, diagnostic tools, warranty processes, repair order workflows, and service bay operations

Nice To Haves

• A Master’s degree / additional Business Degree is a plus.
• Self-starter with ability to work independently in a fast-paced environment
• Comfortable working in whitespace; ability to use variety of frameworks to provide structure.
• Move fast, lead by example and demonstrate a Bias for Action, a Can-Do approach and a willingness to be curious and creative in problem solving.
• Cultivate and prioritize a culture of inclusivity, belonging, teamwork, positive mindset and resilience.
• Creative and detail oriented, analytical Mindset: Proven ability to gather "messy" data from multiple sources and distill it into a clear, logical business case.
• Mathematical Proficiency: Strong grasp of statistical analysis and the ability to apply mathematical models to operational business problems.
• Strong understanding of dealership Dealer Management Systems (DMS) (e.g., CDK, Reynolds & Reynolds).
• Industry Experience: Experience in the service side of automotive dealerships (Service Advisor, Warranty, or Service Management) is a significant advantage.
• Data Governance: Familiarity with data literacy, data privacy, data quality concepts, and data privacy across large organizations.
• Data Engineering Literacy: Basic understanding of SQL or data structures to effectively communicate requirements to engineering teams.
• Business Acumen: Ability to understand the customer and business impact of vehicle downtime on both Ford and the end customer.
• Communication: Exceptional ability to present quantitative data to non-technical audiences.
• Experience navigating Google Cloud Platform (GCP) environments is highly preferred.

Responsibilities

• Co-Design intuitive and high impact dashboards which allow business leaders to instantly identify regional and dealer-level drivers for RO duration with insights and analytics teams
• Understand, and consolidate data from various sources (e.g. Qlik sense) to create visuals and other insights using tools like Excel, PowerBI, or Looker Studio; raise found concerns to the Uptime Command Center for problem solving and root cause identification
• Design and transform data into intuitive, executive-level insights while understanding the differences and nuances between the datasets
• Flag potential data quality concerns in a clear way, supporting the business teams to act as an advocate for field teams and dealers to the tech teams – serving as the internal customer voice
• Partner with expert teams; deep engineering is not required; you will provide the business logic and requirements to ensure data integrity and consistency across platforms
• Maintain a clear business rules playbook and data dictionary for RO-related metrics to ensure "one version of the truth"
• Champion and apply the Plan-Do-Check-Act (PDCA) methodology to systematically identify, analyze, and resolve complex VOR issues and process gaps.
• Facilitate regular review sessions to check the effectiveness of implemented solutions and adjust strategies as needed to ensure continuous improvement.
• Dealer Activation: Lead engagement to promote RO duration initiatives, ensuring the field has the tools and understanding to execute repair timeline improvements - developing actionable, data-driven playbooks and assignments that empower Ownership Zone Managers
• Field Communications: Develop and maintain a regular communication cadence with field teams to share performance updates, best practices, and strategic RO targets to drive accountability
• Assignment Development: Create structured field and dealer assignments/action plans based on data-driven opportunities to reduce vehicle downtime
• Uptime GTM Partnership: Partner with the Uptime Dealer Enablement team to ensure RO duration strategies are integrated into broader service and customer experience initiatives
• Apply knowledge of dealership service-side operations (Fixed Ops) to validate data findings against real-world shop floor behaviors
• Support liaising with broader uptime initiatives, such as Uptime Assist, by providing the foundational duration analysis needed to power proactive service alerts that help dealers resolve technical and parts issues before they delay repairs.
• Partner with Parts Supply & Logistics and Service Engineering Operations to identify when parts backorders or complex technical diagnostics are driving up RO duration, escalating critical bottlenecks to corporate teams

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level