Global Software Escalation Lead - Data Quality

Ford; Allen Park (MI); Hybrid; USD 116,000 - 218,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Tuition assistance

Paid time off

Job summary

Ford is seeking a Software Escalation Supervisor to lead three sub-teams (DSSH, SVT, NA Triage) and drive software-related issue resolution for dealership service tools. The role emphasizes cross-functional leadership and proactive problem-solving to improve service delivery.

You will mentor a global team, coordinate with Product Development and Field Service Engineers, and establish metrics to track performance and data quality. Hybrid onsite work is required.

Qualifications

• Bachelor's degree required.
• 4+ years of experience.
• Subject matter expert on dealership operations; field/dealer contact experience.
• Strong project management skills with ability to manage multiple priorities.

Responsibilities

• Develops training plans, objectives and career planning for sub-teams (DSSH, SVT, North American Triage).
• Leads and prioritizes work of the Software Escalation team.
• Provides responsive escalation support to Hotline teams and Field Service Engineers.
• Identifies drivers of software failures and data issues affecting customer vehicles.
• Collaborates cross-functionally to devise containment actions and preventative steps.
• Builds reporting metrics from Jira and other sources and communicates insights.

Skills

Leadership

Project management

Analytical skills

Communication

Education

Bachelor's degree

Tools

Jira

Job description

Ford is seeking a Software Escalation Supervisor to lead three sub-teams (DSSH, SVT, NA Triage) and drive software-related issue resolution for dealership service tools. The role emphasizes cross-functional leadership and proactive problem-solving to improve service delivery.

You will mentor a global team, coordinate with Product Development and Field Service Engineers, and establish metrics to track performance and data quality. Hybrid onsite work is required.