Manager, MP&L Quality

In this position ...

Lead global quality strategy:
Develop and implement a cohesive global quality framework for vehicle and material logistics, aligning regional processes with Ford’s enterprise quality objectives and policies.

Governance and compliance:
Establish governance forums, conduct audits, and collaborate with various internal and external partners to ensure compliance with quality standards, contractual obligations, and regulatory requirements.

Customer delivery experience:
Benchmark and implement best-in-class delivery standards, gather and analyze customer feedback, and ensure transparent communication and issue resolution to enhance vehicle delivery experiences globally.

What you will do ...

• Develop and help lead the global MP&L quality strategy for vehicle and material logistics.
• Establish a common global quality operating framework that defines policies, procedures, standards, controls, escalation processes, and accountability across all regions.
• Align regional vehicle and material logistics quality processes with Ford Global Quality policies, warranty procedures, and enterprise quality objectives.
• Develop, maintain, and continuously improve global MP&L quality policies, procedures and standards covering vehicle and material logistics.
• Define global minimum requirements while enabling appropriate regional implementation based on regulatory, operational, and market needs.
• Identify and deploy global best practices across North America, South America, Europe, China, International Markets Group, and other applicable regions.
• Establish governance forums and operating reviews to monitor quality performance, systemic risks, corrective actions, and regional implementation.
• Provide regular quality updates, risk assessments, and improvement recommendations to senior MP&L, Manufacturing, Supply Chain, and Quality leadership.
• Ensure audits evaluate compliance with Ford requirements, contractual obligations, process controls, quality standards, and applicable regulatory requirements.
• Partner with regional leads to conduct carrier, supplier, terminal, port, yard, warehouse, and plant logistics quality audits.
• Partner with Internal Controls, Finance, Purchasing, Legal, Risk Management, and Global Quality on logistics quality and claims compliance.
• Define standardized global metrics, data definitions, performance targets, reporting cadences, and quality expectations for carriers, logistics service providers, terminals, ports, warehouses, facilities, and related suppliers.
• Partner with Purchasing to incorporate quality standards, audit rights, performance metrics, claims responsibilities, and corrective-action requirements into commercial agreements.
• Partner with IT and digital teams to enhance inspection, claims, audit, reporting, supplier-performance, and customer-feedback systems.
• Champion the use of automation, machine vision, artificial intelligence, and digital process controls where they improve quality, claims performance, risk detection, and operational efficiency.
• Serve as the primary MP&L interface to Ford Global Quality through a dotted-line relationship.
• Benchmark and implement best-in-class (BIC) quality and delivery related customer experience for vehicle deliveries to dealers, fleet partners, and other final-destination customers around the world.
• Establish global delivery standards for delivery
• Gather, analyze, and synthesize customer feedback through surveys, interviews, focus groups, dealer councils, complaint data, and journey-mapping sessions.
• Translate customer feedback and satisfaction data into actionable process, technology, carrier, and policy improvements.
• Build and maintain long-term relationships with key dealer, fleet, commercial, and internal stakeholder groups.
• Establish clear escalation, communication, ownership, and closure requirements for vehicle delivery issues.
• Ensure timely and transparent communication with dealers and customers regarding delivery damage, in-transit repairs, missing equipment, delays, and claim resolution.
• Identify recurring customer pain points and work across MP&L, Marketing and Sales, Quality, Warranty, FCSD, carriers, and plants to eliminate root causes.