Director Service Operations

SUMMARY

Establishes vision strategy and metrics for Service Operations Group which includes Warranty Retailer Claims Support Helpline & Operations teams Service Engineering Center (SEC) Remanufacturing Quality Service Project Engineering and Publications. Provides leadership and performance feedback to staff in compliance with all departmental/corporate objectives policies and goals.

Ensures that key performance indicators (KPIs) are developed and met and that ongoing training quality of services and deployment of staff meet departmental objectives. Leads in defining business policies processes and objectives for assigned groups. Identifies and leads initiatives to address warranty cost optimization environmental reporting and compliance with claims policies and procedures to maximize owner satisfaction retention and retailer engagement.

PRIMARY RESPONSIBILITIES

• Creates vision and strategy in support of organizational goals for the Service Operations group within the Service & Quality Department. Partners with Vice President (VP)-Service & Quality and the other Service & Quality group leads on department-level strategy and initiatives.
• Oversees and directs the activities of the Service Operations Manager who is responsible for the following areas:
  Special Service Tools and Retailer Equipment Programs;
  Remanufacturing;
  Service Engineering Center (SEC);
  Service Publications; and
  Battery Working Group business activities including lifecycle management alternative use and recycling.
• Oversees and directs the activities of the Retailer Claims Support Helpline & Operations team functions with a focus on Warranty Optimization including but not limited to Japans Financial Instruments and Exchange Law (J-SOX) compliance policy establishment and enforcement competitive analysis quality assurance (QA) activities and related field training. Ensures that key performance indicators (KPIs) are developed and met through strategic planning and they are implemented and followed through as it relates to labor/parts rates policy and field support.
  Operations: Transportation Claims Subaru Added Security (SAS) Claims Vendor Recovery Policy Adjustment and Desktop Warranty Compliance processing functions including but not limited to J-SOX compliance policy establishment competitive analysis QA activities and related field training.
  Retailer Claims Call Center: Business functions including but not limited to policy establishment competitive analysis claims processing metrics and QA activities.
  Works with Finance Legal Customer Advocacy Department (CAD) Information Technology (IT) and Audit functions for alignment on policy and retailer handling.
• Maintains an understanding of retailer Service and Fixed Operations and works closely with the Subaru of America (SOA) field team on policies and procedure decisions that align with the original equipment manufacturer (OEM) and retailer business.
• Maintains responsibility for budget oversight and management for Service Operations.
• Works closely with North American Subaru Inc. (NASI) leadership responsible for Service Readiness and Publications to ensure accuracy timeliness and advocacy on behalf of Subaru.
• Provides administrative structure leadership and guidance for employees career development reviews and job description revisions and creation.
  

ADDITIONAL RESPONSIBILITIES

• Communicates vision and direction to internal and external stakeholders.
• Motivates and develops others to accomplish high-level high-quality work.
• Works well with others to build advocacy and support for projects as well as the Training and Development Group. Partners with other departments (including but not limited to Retail Operations Training Technical Training Field Quality Assurance FQA Field Service Quality FSQ NASI) and ensures that staff creates and nurtures relationships with peers for alignment (and to eliminate any duplication) of work and deliverables.
• Provides executive management with necessary presentation support for internal meetings (such as EMC National Retail Advisory Board NRAB G8 and national- and regional-level meetings).

QUALIFICATIONS/SKILLS

• Bachelors Degree required.
• At least 12-15 years required.
• Proven manager of people with strong delegation and performance management skills and ability to lead a diverse team.
• Ability to prioritize multiple high-impact projects.
• Strong conflict resolution skills; creative thinker with innovative ideas.
• Ability to work in a team environment.
• Knowledge of the Japanese business culture
• Ability to create and maintain strong relationships in the automotive industry in order to benchmark and find best practices from competitors to improve Subaru of America (SOA) programs.
• Strong clear communication skills to all levels of internal and external contacts.
• Strong analytical strategic and organizational skills.
• Demonstrable knowledge of capital budgeting and financial management.
• Expert leadership experience including the management of high-caliber self-motivated managers. Ability to provide coaching constructive feedback and direction to others.
• Automotive technical knowledge.
• Strong knowledge of all Service Department functional areas

EDUCATION & EXPERIENCE REQUIREMENTS:Bachelors degree required and 12 to 15 years of experience required.

WORK ENVIRONMENT

• Office Location:Camden NJ apart of the Greater Philadelphia Area (Philly). In Office Five Days per week.
• Required Travel:30% International and Domestic travel required

COMPENSATION: The recruiting base salary range for this full-time position is $185000-$215000/ 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 that provides an opportunity to earn even more based on your performance. (Internal Job Grade: D2)

WHY JOIN USIn 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: $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 our compensation and benefit programs.

ABOUT SUBARU

LOVE. Its 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. Thats 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.

Subarus 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.