Connected Vehicle Service Quality Operations Manager

JOB RESPONSIBILITIES

Primary Responsibilities

• Quality Issue Management: Leads the investigation of vehicle quality issues determining the root cause identifying required resources and developing action plans. Manages a team who may travel to Subaru retail locations in North America in collaboration with Subaru of America (SOA) and Subaru Canada Inc. (SCI) as needed.
• OTA Market Operations: Oversee the end-to-end OTA campaign operations for Alliance and Subaru wholly owned markets including evaluation and release schedule planning and management in coordination with SBR QP and SOA CV teams. Manage the full evaluation lifecycle including strategy planning setup execution and monitoring and provide go/no-go recommendation materials to SBR. Present evaluation results during FAST Infoshare sessions for market approval and lead market release strategy setup execution and monitoring through deployment completion.
• OTA Development Deployment: Work with SBR development teams and vendors to define validate and implement deployment plans and processes for next-generation OTA platforms.
• Team Leadership: Supervises and guides a team of specialists managing workload distribution providing training and development and ensuring the teams success in meeting performance goals.
• Coordination with Stakeholders: Collaborates with cross-functional teams including Fast Action & Solution Team (FAST) Subaru of Indiana Automotive (SIA) SOA SCI Toyota Motor North America (TMNA) and suppliers to address quality issues and ensure timely resolution.
• Information Gathering & Reporting: Collects and analyzes relevant data from internal and external sources to support issue resolution preparing detailed reports for management and stakeholders.
• Investigation Process Management: Oversees the investigation process including identifying the right people to involve managing timelines and ensuring appropriate follow-up actions.
• Quality Improvement Recommendations: Based on findings provide recommendations for product quality improvements and work with teams to implement corrective actions across the organization.
• Prioritization & Decision Making: Effectively prioritizes issues based on severity customer impact and business needs ensuring that the right issues are addressed first and that investigations are efficiently managed.
• Manages the full evaluation lifecycle including strategy planning setup execution and monitoring and provides go/no-go recommendation materials to SBR.
• Presents evaluation results during Fast Action & Solution Team (FAST) Infoshare sessions for market approval and leads market release strategy setup execution and monitoring through deployment completion.

Additional Responsibilities

• Cross-functional Communication: Ensures effective communication with senior management technical teams and other stakeholders reporting on progress and status of investigations.
• Continuous Learning & Market Awareness: Stays informed of industry trends emerging technologies and market changes to enhance the teams investigative processes and quality standards.
• Plans and organizes for retailer visits and regular quality improvement meetings (including overseas in Japan and Canada etc.).
• Coordinates with other North American Subaru Inc. (NASI) and SOA teams to successfully conduct quality investigations and communicating corrective actions.
• Quality Improvement Recommendations: Based on findings provides recommendations for product quality improvements and works with teams to implement corrective actions across the organization.
• Market Liaison: Serves as the primary market liaison between SOA (Connected Vehicle Business CVB Field Quality Assurance FQA) SCI CVB and NASI/SBR teams facilitating cross functional communication issue escalation and investigative research to drive timely resolution of connected vehicle inquiries.

JOB REQUIREMENTS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelors Degree Required

Work Experience

• At least 6-8 years Required

Skills

• Strong knowledge of head unit software Data Communication Models (DCM) and out-car connected services Preferred
• Experience managing software development processes (preferred)
• Strong attention to detail to ensure that complex diagnostics cases are properly handled.
• Ability to investigate and explain the findings in a technical manner.
• Ability to maintain confidentiality.
• Ability to manage multiple priorities at one time with ability to multi-task and stay organized.
• Ability to work cross-functionally with different companies teams and cultures.
• Strong problem-solving skills.
• Attention to detail.
• Ability to explain technical findings.
• Ability to maintain confidentiality.
• Proficiency with Microsoft Office Suite.
• Experience with leading people and managing a team.
• Ability to interact effectively with Japanese people and adapt to Japanese business practices.
• Experience working in a Japanese business environment with a strong understanding of Japanese business culture (preferred)
• Understanding of (or ability to understand) Subarus quality issue resolution process and development process.

Work Environment
Office Location: Pennsauken NJ
Compensation: The recruiting base salary range for this full-time position is $125000 $140000 / year. Individual pay is determined based on job-related skills experience and education. This role is bonuseligible (Internal Job Grade: M1).

WHY JOIN US

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: $15000 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 compensation and benefit programs.

About Subaru
Love. Its what makes Subaru Subaru. Subaru strives to be More Than a Car Company through community engagement and our Subaru Love Promise.
Subaru is a globally renowned automobile manufacturer known for innovation safety and sustainability since 1953.
Subarus culture is built on collaboration diversity and passion for our products. Employees are encouraged to contribute their unique talents to create exceptional vehicles that inspire our customers.