Job DescriptionSenior Manager, Field Recall Program Management & Operations In this position... The Senior Manager, Field Service Action Program Management & Operations is a critical enterprise leadership role accountable for the strategy, governance, transformation, and end-to-end execution of Ford's Safety Recalls, Compliance Recalls, Emissions Campaigns, and Customer Satisfaction Programs.
Leading a multidisciplinary organization and providing strategic direction to the Special Service Support Center, this leader will establish priorities, allocate resources, and develop talent across a complex, high-volume caseload of investigations and campaigns - fostering a culture of innovation and continuous improvement, and leveraging new technologies and data to simplify processes and elevate the dealer and customer experience.
As the senior Voice of Service, this leader ensures field repair solutions are safe, technically robust, and dealership-practical, owning program readiness from early investigation through launch and post-launch support while balancing speed, quality, compliance, and risk.
This role serves as a senior cross-functional integrator, decision-maker, and escalation point across Engineering, Quality, Safety, Legal, Warranty, Logistics, Field Operations, and the dealer network - requiring strategic thinking, executive presence, and the ability to inspire innovation, lead transformation, and align stakeholders around complex, high-impact decisions.
ResponsibilitiesWhat you'll do...- Investigation & Campaign Prioritization - Oversee a dynamic, high-volume caseload of issue investigations and campaigns, setting clear priorities and allocating resources across concurrent initiatives; maintain strong command of individual program details, status, and performance metrics.
- Process & Quality Discipline - Ensure key processes are documented, standardized, and repeatable; hold deliverables to a high standard of quality and rigor before senior review.
- Continuous Improvement & Technology Enablement - Champion a culture of innovation; stay current on emerging technologies and data tools, and drive their adoption to increase efficiency, quality, and the dealer/customer experience.
- Executive Communication - Develop and deliver polished, executive-ready presentations; translate complex technical and operational issues into clear narratives for leadership, dealer, and customer audiences.
- Cross-Functional Leadership & Voice of Service - Serve as the senior escalation point and decision-maker across Engineering, Quality, Safety, Legal, Warranty, Logistics, and Field Operations; provide strategic direction to the Special Service Support Center (SSSC).
- Program Execution - Own FSA program readiness and execution from early investigation through launch and post-launch support, balancing speed, quality, compliance, and business risk across multiple concurrent programs.
- Talent Development & Succession Planning - Assess team capability and potential with rigor; build a deliberate pipeline of future leaders as a core measure of organizational strength.
QualificationsYou'll have...- Bachelor's degree
- 5+ years of progressive experience in automotive service operations, quality engineering, or dealership field operations.
- 5+ years leading teams and cross-functional operations, with demonstrated skill in assessing talent, building high-performing teams, and developing future leaders.
- 5+ years of experience presenting and translating complex data into clear, executive-ready narratives.
- 3+ years of experience with advanced analytical and problem-solving skills, with experience applying structured methodologies (e.g., root cause analysis, 8D, DMAIC) to complex technical or operational issues.
- 3+ years of experience with program management principles, with a proven track record of orchestrating complex, multi-layered, time-sensitive initiatives from concept through execution.
- 3+ years of experience tracking and acting on operational metrics/KPIs to drive proactive decision-making.
- 3+ years of experience influencing and negotiating across diverse, senior stakeholder groups (Warranty, Legal, Safety, Engineering, Logistics).
Even better, you may have...- Master's degree preferred.
- Strong process discipline, with experience formalizing and documenting scalable operational workflows.
- Six Sigma Green Belt or Black Belt certification.
- Experience with technology or data tools applied to operational efficiency (e.g., automation, analytics, AI-assisted diagnostics).
- Experience engaging with automotive regulatory bodies (NHTSA, EPA, CARB) or the Automotive Safety Office.
- Direct experience with dealership service operations, technician workflows, or warranty administration/claims processes.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder...or all of the above? No matter what you choose, we offer a work life that works for you, including:
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year's Day
- Paid time off and the option to purchase additional vacation time.
This position is leadership level 5 and ranges from $141,700-$268,300.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: https://fordcareers.co/LL5
Visa sponsorship is not available for this position.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-MK1
