COMPANY BACKGROUND
Love. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.
Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.
Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.
SUMMARY
Maintains responsibility for delivering exceptional support of Connected Vehicle processes and technology to customers, internal Subaru of America (SOA) teams, Subaru Corporation in Japan (SBR), call centers, and other partners. Ensures the operational effectiveness of Connected Vehicle processes and systems, manages incident management process execution, and coordinates testing and evaluation events. Functions as the integration partner between the Connected Vehicle team, call centers, and other SOA business units.
PRIMARY RESPONSIBILITIES
Strategic Leadership & Vision
Design, develop and continuously improve operations processes with a focus on ensuring maximum value of CV offerings to consumers
Partner with SOA teams, SBR teams, call centers and vendor partners to significantly decrease the time between issue identification and resolution
Research and recommend technology platforms such as AI and machine learning that can automate support processes
Customer Experience and Technology Operations Program Management
Responsible for establishing, monitoring and reporting on operational KPIs
Own and manage processes for incident identification, management and lessons learned for connected vehicle issues - including in vehicle systems, consumer subscription and enrollment, and supporting software platforms
Partner with Call Center teams in providing world-class support for CV operations - including training for new features and services, tools for troubleshooting and clear escalation procedures
Own CV content management for owner's manuals, Subaru.com, product brochures and service support
Responsible for coordinating cross functional evaluation efforts, workshops and joint team testing events
Team Management
Leads the CV Operations team members
Establishes goals for individuals and for the team - ensuring alignment with the overall organizational strategies
Performance management - conducts performance reviews, continuous feedback and mentoring to ensure individual and team success while enhancing skills and fostering career growth
Owns relationship management and executional success of managed service partners and contractors supporting the Operations team and programs
Relationship Management
Build strong relationships, maintain alignment and achieve consensus across multiple departments and partners with different business priorities and objectives
Maintain strong relationships with external business partners, vendors, and industry trade groups to facilitate identification of future products and business opportunities and technical trends
Manage relationships with key vendors, technology partners, and third-party providers to ensure the successful support of connected vehicle consumers and solutions
Budget Management
Develops the annual business plan and operating budget for the team
Monitor and manage spend monthly - allocating resources and adjusting forecast as necessary to ensure financial targets are met
Work cross functionality when building budgets and allocating resources to avoid financial and resource challenges
REQUIRED SKILLS AND PERSONAL QUALIFICATIONS
Experience in operations management, technology support and testing
Strategic thinking, problem solving and escalation management
Experience as vendor management leader, particularly with managed service partners
Work experience with increasing responsibility and demonstrable leadership success
Proven track record of building strong relationships across the organization
Excellent communication skills and proficiency in presenting complex topics to different audiences
Excellent time management and ability to drive multiple projects simultaneously
Demonstrated ability to drive a team dynamic and manage, develop, and mentor personnel
Demonstrated ability to facilitate and achieve cohesion among different individuals and functions
Ability to easily break down complex, ambiguous problems and propose novel solutions.
Preferred qualifications include:
Experience supporting telematics or Connected Vehicle technologies
ITIL and Agile product management experience
Bachelor's degree or equivalent work experience
EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) in Computer Science, Business, or related field required. Advanced Degree (MA, MS, JD, PhD) - MBA or other relevant advanced degree preferred. At least 8-10 years' of relevant experience required.
WORK ENVIORNMENT
Hybrid Role: Remote work 2 days per week (After 90 Days Onboarding)
Travel: 5% (International & Domestic)
COMPENSATION: The recruiting base salary range for this full-time position is $114800 - $155000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus-eligible, with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: M2)
WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:
Total Rewards & Benefits:
Medical, Dental, Vision Plans
Pension, Profit Sharing, and 401K Match Offerings
15 Vacation days, 5 Floating Holidays, and 5 Sick days, and 9 Company Holidays
Tuition Reimbursement Program: $15,000 yearly benefit
Vehicle Discount Programs
Learning & Development:
Professional growth and development opportunities
Direct partnership with senior leadership
Formal Mentorship Program
LinkedIn Learning License
Visit our Careers landing page for additional information about our compensation and benefit programs.
