Senior Manager, Field Recall Program Management & Operations
About The 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.
Requirements
- Strategic thinking
- Executive presence
- Ability to inspire innovation
- Ability to lead transformation
- Ability to align stakeholders around complex, high-impact decisions
Responsibilities
- 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.
- Establishing priorities, allocating resources, and developing talent across a complex, high-volume caseload of investigations and campaigns.
- Fostering a culture of innovation and continuous improvement.
- Leveraging new technologies and data to simplify processes and elevate the dealer and customer experience.
- Ensuring 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.
- Serving as a senior cross-functional integrator, decision-maker, and escalation point across Engineering, Quality, Safety, Legal, Warranty, Logistics, Field Operations, and the dealer network.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
