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– Lead a team (of 15-25 FTE) Mexico Direct, Mexico FTC, Mexico Service Center, & Canadian PSP employees to execute:

• Design Assessments: Managing the PFDI wide KPIs for reporting, across all PFDI disciplines. Roster & report NA PFDI status of Design Assessment, as required, over all NA Projects, as specified at Project Milestone intervals.
• Program Health Review Scorecard: Provide & input status for QPER KPIs, in support of all NA PFDI Projects, at specified Project Milestones
• Customer Survey Analysis: Lead QPER team to execute data analysis of all NA PFDI Projects, specific to 3^rd Party & Internal Customer Surveys (JD Powers IQS, VDS, & Appeal, plus internal QFS). Scope includes verbatim analysis of survey raw data to stratify & report to NA PFDI, the specific buckets & performance, on a monthly basis. Execute as directed, any supporting special studies requested by the NA PFDI Team. Share results with other Regions to develop an understand of Regionally unique customer concerns & expectations.
• GIMS & RACE Issues: Initiate & drive resolution of all GIMS associated with Customer Survey data. Lead issue resolution for RACE escalated Quality Issues.
• Execute the Lessons Learned format & CFO evaluation to ensure repetitive issues are eliminated.