Role Summary
Facilitates the resolution of system- and network-related out-car issues regarding telematics or applications. Organizes and participates in the investigation of issues, team discussions, meetings, escalation, communication, and reporting, which includes the coordination of stakeholders, partners, vendors, and other Connected Vehicle (CV) members in the process. Supports overall system health by coordinating upgrades and maintenance activities in partnership with CV Engineering teams, Subaru of America (SOA) Information Technology (IT) teams, platform partners, and integrated vendors. Works closely with cross-functional stakeholders within CV, across departments at SOA, and our many vendor partners.
Primary Responsibilities
Communication and Stakeholder Collaboration:
Coordinates and facilitates cross-functional meetings with internal stakeholders, external partners, and vendors to identify, investigate, and resolve system- and network-related out-car issues regarding telematics or applications. Conducts investigations and performs technical testing across our systems and creates summaries to all involved parties to explain the status of the issues and next steps.
Acts as the primary point of contact for system/network issues escalations, ensuring timely and effective communication across all parties. Using subject matter knowledge and analysis of the issue, determines which actions to take to find the root cause of and resolve the reported issue.
Develops and maintains strong working relationships with platform partners to support long-term operational success.
Operational Excellence:
Conducts detailed investigations into Connected Vehicle (CV) system and network issues, including root cause analysis and documentation of findings.
Implements corrective actions and process improvements to enhance system performance and reduce recurrence of issues. Determines better processes (and ensures that they are followed) to monitor and alert teams when issues occur to limit the impact or better communicate and quickly determine corrective action.
Maintains operational dashboards and metrics to monitor system health and identify trends or anomalies.
Reviews, updates, and ensures accuracy of vehicle telematics capabilities within systems of record to ensure proper function of applications.
Architecture and System Health:
Coordinates and communicates system upgrade schedules, planned maintenance, and disaster recovery procedures to all relevant stakeholders. Creates schedules for planned maintenance and ensures that all relevant teams, including CV, Subaru of America (SOA) Information Technology (IT), and vendor partners, are prepared.
Ensures readiness and alignment across teams during system changes to minimize disruption and maintain service continuity. - Provides clear and timely updates during incidents, including status reports and resolution timelines.
Required Skills & Personal Qualifications
Interpersonal skills to facilitate meetings and establish positive and effective relationships with colleagues, stakeholders, call centers, and vendors.
Leadership skills to effectively facilitate conversations and coordinate multiple teams, large groups, and various personalities toward a common objective.
Communication skills to share complicated information clearly and in a manner appropriate to different audiences and levels in the organization.
Organizational skills to coordinate and track multiple issues, projects, audiences, needs, and timelines - while managing a busy calendar and unexpected issues.
Problem-solving skills and customer focus with ability to analyze, understand, and create linkages between customer experience (CX), business processes, and information technology (IT) solutions.
Ability to analyze and interpret quantitative and qualitative data to identify trends, quantify issues to measure impact, and provide support in developing proposals and recommendations.
Ability to be flexible with constantly changing and challenging business and technical conditions.
Ability to work after hours and weekends, as needed, to support system update and maintenance activities.
Familiarity with IT systems, information architecture, user experience principles, networks, backend systems, call centers, and telecom systems.
Education/Experience Requirements
Bachelor's degree or H.S. Diploma and equivalent experience in lieu of degree required. At least 4-6 years of experience required.
Work Environment
Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)
Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]
Required Travel: 15%
Compensation: The recruiting base salary range for this full-time position is $70000 - $95000 / 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: P2)
Why Join Us? In addition to competitive salary and an incomparable company culture, 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, 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.
About Subaru
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.
