RO Specialist

RO Duration Performance Specialist

We made history and now we work to transform the future - for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

In this 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.

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.

What you'll do...

Business data Synthesis & Insight Generation

* 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.

Field & Dealer Enablement

* 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

Operational Collaboration

* 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.

* Parts & Technical Liaison:
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

What you'll do...

Business data Synthesis & Insight Generation

* 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…