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 team’s 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 team’s 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.