Senior Technical Program Manager, Field Quality & Reliability - New Programs

As a Senior Technical Program Manager, Field Quality & Reliability, you will be the connective tissue between field issue identification and cross-functional resolution for the R2 program. Where our data pipelines and triage forums surface emerging issues, you will own what happens next: driving root cause / corrective action accountability, chasing containment and clean points, coordinating failure analysis, and ensuring no issue goes stale. This is a highly people-oriented role - success is measured by your ability to build relationships across dozens of teams, hold owners accountable with empathy and urgency, and relentlessly close the loop.

• Own end-to-end follow-up on field-reported issues from daily Field Action Center triage through issue closure, including containment status, temporary and permanent correction action dates, clean point verification, and prevent-recurrence.
• Drive accountability across issue owners in engineering, manufacturing, supplier development, service, and software teams - ensuring every issue has clear action items, responsible parties, and dates, and escalating stale or uncontained issues to leadership.
• Coordinate failure analysis logistics: ensure failed parts are extracted, shipped to failure analysis labs or supplier locations, analyzed, and findings fed back into issue resolution and supplier corrective actions.
• Manage high-touch and VIP customer escalations (social media, executive, tow events), coordinating service centers, engineering, parts expediting, and communications approval chains through resolution.
• Lead cross-functional working sessions and deep dives on active quality issues, driving alignment on containment strategies, repair procedures, service documentation gaps, and factory inspection additions.
• Track and report issue aging metrics - open work orders, parts aging, days-in-service, key-to-key - and partner with service operations to systematically escalate aging service requests.
• Ensure field findings are fed back into pre-delivery checklists, factory quality alerts, careline inspections, service manuals, and D/PFMEAs to prevent recurrence.
• Partner with the field data and reliability engineering team on issue prioritization, freeing analytics resources to focus on detection while you own resolution.

• Bachelor’s degree in Engineering or a related technical field.
• Typically 5+ years (Senior) or 8+ years (Staff) of experience in automotive or complex electro-mechanical products, including significant experience in quality, field/service engineering, launch quality, or technical program management roles.
• Demonstrated experience driving cross-functional issue resolution - 8D, Six Sigma,RC/CA, A3, Toyota Production System, or similar structured problem-solving frameworks - from identification through verified closure.
• Exceptional interpersonal and communication skills: you build trust quickly, run effective meetings, write crisp summaries, and are comfortable holding senior stakeholders accountable.
• Strong working knowledge of vehicle quality systems and processes: pre-delivery, containment actions, clean points, supplier quality, failure analysis, and service operations.
• Fluency with tools such as Jira, Confluence, Slack, and service/warranty data systems; comfort reading dashboards and data to prioritize (dashboard development not required - we have that covered).
• Proven ability to operate with limited supervision in a fast-paced launch environment, juggling dozens of concurrent issues without letting any fall through the cracks.
• Experience with vehicle launch programs and field quality monitoring strongly preferred.

Nice to Haves - Working knowledge of:

• Weibull analysis
• Statistics
• Forecasting failure rates
• Design for Reliability (DfR)
• Programming/scripting skills (Python, SQL, leveraging AI tools such as Claude, ChatGPT, Gemini, Cursor, etc.)
• Dashboarding