Senior Manager, Transformation Deployment – Ford Customer Service Division (FCSD)

If good is just never good enough for you, Ford Quality shares your passion for striving for perfection. We’re responsible for driving the continuous improvement efforts that enable Ford to deliver the highest quality products and services. Help us drive operational excellence through such innovative, proprietary initiatives as our Global Product Development System, Quality Operating System and New Model Launch. Work cross-functionally and closely with integrated teams in Manufacturing, Product Development, Purchasing, Marketing, Sales and Service.

In this position...

The Transformation Deployment Team is embedded within business units/functions/processes, focusing solely on the transformation deployment and execution of transformation initiatives of that particular area. This structure enables deep domain expertise and rapid, tailored implementation.

The Senior Manager, Transformation Deployment – FCSD is a hands-on technical leader with operational experience responsible for driving, executing, and sustaining end-to-end transformation efforts across all Ford Customer Service Division (FCSD) process areas (including parts logistics, warehousing, distribution networks, dealer service support, and customer service operations).

In this role, you will bridge the gap between central transformation standards and localized physical execution. Reporting to the Chief Process Engineer (LL4), you will develop and implement process engineering solutions that drive significant and measurable improvement. You will collaborate closely with FCSD operations leaders and cross-functional teams to transform process and information flows, eliminate operational waste, and deliver measurable, long-term value to Ford’s aftermarket and customer service systems.

What you'll do...

• FCSD End-to-End Transformation Leadership: Direct and oversee the execution of operational transformation initiatives across the FCSD value stream (e.g., parts ordering, warehousing, distribution, and service operations) from inception to delivery and where they interact with Product Creation & Industrialization processes. Includes technical analysis, design, development, and implementation of operational transformation initiatives specific to the process area.
• Value Stream Mapping: Lead value stream mapping efforts for FCSD, integrating them into the broader Product Creation and Industrialization value stream. Ensure upstream functions—manufacturing, product development, and supply chain—understand the downstream impacts of their decisions, enabling issues to be resolved at the root cause or prevented entirely.
• Process Analysis & Optimization and Problem Solving: Provide tactical and technical guidance for deep-dive investigations of FCSD workflows. Identify bottlenecks, operational inefficiencies, and safety hazards, and design innovative, engineering-based solutions to optimize warehouse, dealership and transactional performance.
• Solution Design & Implementation: Lead the hands-on design, building, and deployment of optimized workflows, systems, and procedures tailored to FCSD’s unique operational needs. Apply advanced process engineering principles to maximize efficiency.
• Stakeholder Engagement & Change Management: Partner closely with FCSD process owners, operations and key stakeholders to secure strong buy-in, manage the technical change process, and ensure new workflows are seamlessly adopted and sustainable.
• Operational Capability Building & Mentorship: Provide direct coaching, hands-on training, and technical mentorship to local transformation teams and operations. Foster a strong culture of continuous improvement, problem-solving across FCSD networks.
• Performance Monitoring & KPI Governance: Establish and track relevant technical and operational performance metrics to quantify current-state waste and prove the tangible financial and operational impact of deployed solutions.

You'll have...

• Bachelor’s degree in Industrial Engineering, Supply Chain Management, Operations Management, Business Administration, or a highly related technical field.
• 8–12+ years of progressive, hands-on experience in operational excellence, continuous improvement, or business transformation within a large organization, with a strong preference for experience within logistics, warehousing, distribution, or customer service networks.
• Proven track record of successfully leading physical and digital process transformation deployments in active operational environments.
• Experience leading and developing direct and cross-functional teams across decentralized facilities or multiple operating locations.
• FCSD & Supply Chain Domain Expertise: Deep understanding of warehousing, parts distribution networks, logistics, material flow, order fulfillment, inventory management, and automotive aftermarket service operations, including hands-on knowledge of dealership service operations.
• Process Optimization & Problem-Solving: Exceptional analytical skills to map current and future state processes, identify the root causes of performance gaps, and design robust, scalable solutions using Lean, Six Sigma, and Value Stream Mapping.
• Hands-on Technical Leadership & Execution: Proven ability to lead deployment teams directly on the shop floor, warehouse floor, or in transactional settings, with a strong bias for action and physical troubleshooting.
• Stakeholder Influence & Local Change Management: Outstanding communication skills with the ability to translate complex technical/process concepts to both warehouse personnel and senior executive leadership, driving alignment and cultural adoption.
• Project & Deployment Management: Demonstrated capability in managing the deployment phases of complex projects, including localized timelines, operational scheduling, resource allocation, and mitigation of operational disruptions.
• Data Literacy & Operational Analytics: Ability to leverage operational data, process mining tools, and analytics (e.g., Power BI, Excel) to diagnose problems, establish baseline metrics, and continuously monitor process health.
• Process improvement, problem-solving or quality certifications, such as Lean Six Sigma Black Belt, Master Black Belt or Shanin certification.

Even better, you may have...

• Master’s degree in Industrial Engineering, Supply Chain Management, Operations Management, Business Administration, or a highly related technical field.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, and prescription drug coverage

• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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.

This position is leadership level 5 and ranges from $138,240-$261,720.

For more information on salary and benefits, click here: https://fordcareers.co/LL5

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid