Connected Customer Experience Program Strategy Manager

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 seamless, intuitive, and engaging in-car and mobile digital experiences. This role requires balancing customer expectations, technological advancements, and business goals while solving complex challenges related to connected vehicle systems. Oversees the customer experience throughout the entire product lifecycle — from concept and development to launch and post-launch, playing a crucial role in driving innovation, solving complex challenges, and ensuring a seamless customer experience. 
  PRIMARY RESPONSIBILITIES

• Strategic Leadership & Vision 
  • Develops and executes a clear product strategy and roadmap for connected vehicle solutions, balancing innovation with practicality. 
  • Prioritizes feature development based on customer needs, technological advancements, and business goals. 
  • Aligns connected features with evolving customer preferences, market trends, and regulatory requirements. Lobbies stakeholders to prioritize key connected feature initiatives. 
  • Ensures a frictionless integration of in-car infotainment, mobile technology, cloud services, and third-party applications. 
  • Leads executive-level presentations to secure buy-in from senior leadership, original equipment manufacturer (OEM) partners, and technology providers.
• Program Management 
  • Leads end-to-end execution of connected vehicle programs, from concept through deployment and ongoing iteration. Defines program scope, objectives, milestones, and timelines. Ensures that all aspects of the program are aligned with business goals and stakeholder expectations. 
  • Works closely with cross-functional teams, including engineering, product management, marketing, operations, and external partners, to ensure program success. Acts as the primary point of contact for internal and external stakeholders. 
  • Champions the voice of the customer and collaborates with various stakeholders, including business leaders, designers, testers, and engineers, to ensure that the customer experience is at the forefront of product decisions.
• Customer Experience (CX) & Problem-Solving 
  • Maintains responsibility for overseeing the CX across all touchpoints, including retailers, to ensure consistency, satisfaction, and engagement, as every interaction shapes the overall perception of the brand and influences customer loyalty. 
  • Identifies and resolves pain points in the customer journey by leveraging data, customer feedback, and research. 
  • Partners with engineering, design, and evaluation teams to drive innovation and enhance the CX. Ensures that CX and product development goals and roadmaps are aligned. • Ensures seamless integration between the vehicle’s infotainment system, mobile devices, and connected cloud services. Oversees vehicle updates to ensure continuous improvements, feature enhancements, and bug fixes in infotainment and firmware software.
• Product Monetization 
  • Leverages vehicle telematics, mobile technology, Internet of Things (IoT), and cloud platforms to create personalized and revenue-generating services. 
  • Partners with Subscriptions and Finance to advocate for new revenue models such as subscription-based infotainment services, premium content offerings, and cloud-based enhancements. 
  • Drives adoption, engagement, satisfaction and retention across the product lifecycle.
• Team Management 
  • Leads the future planning, development, and marketing user experience teams. 
  • Inspires and motivates team members to achieve goals and maintain high performance. 
  • Maintains responsibility for performance management for team members including conducting regular performa