Senior Manager, Field Recall Program Management & Operations

Senior Manager Field Recall Program Management & Operations

We made history and now we work to transform the future for our customers our communities and our families. Youll see your work on the road every day helping people move freely and pursue their dreams. At Ford you can build more than vehicles. Come build what matters.

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 Fords 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.

What youll 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.

Youll have...

• Bachelors 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...

• Masters 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 weve 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 builderor 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 Years Day
• Paid time off and the option to purchase additional vacation time.

This position is leadership level 5 and ranges from $141700-$268300.

Final determination of salary grade will be based on candidates 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: sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

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