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.

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.

• 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, Japan's 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.

• 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…