Repair Quality Program Manager

Position Overview

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.

• 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.

• 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)

• Experience managing cross-functional programs, products, or operational initiatives…