Associate Director - Advanced Quality Assurance

Subaru•Camden, NJ

76d•$135,400 - $165,000•Hybrid

About The Position

Establishes vision, strategy, and metrics for a diverse team across several locations. Provides leadership assurance and performance feedback through directing activities related to identifying and prioritizing pre-sales product quality and service issues including reporting, negotiation, and follow-through to final resolution. Leads and manages activities and projects involving all Port Quality Assurance Managers and provides material support to two (2) independent port locations towards ensuring the highest quality vehicles, which is critical to customer satisfaction and a positive vehicle ownership experience. Steers effective and efficient leadership of all service-related activities related to the Subaru of America (SOA) accessory parts program including development assistance, installation training development and delivery, and quality assurance (QA) monitoring.

Requirements

Bachelor's Degree required
At least 8-10 years required
Effectively communicates with field, vendors, and internal departments to enhance partnerships and common goals.
Strong team building, motivation, leadership, business, and management skills.
Strong written and verbal communication skills.
Ability to multi-task while working in a fast paced, team-based environment.
Excellent interpersonal, teambuilding, listening, problem resolution, analytical, negotiation, presentation, and computer skills (particularly Microsoft Office/Outlook).
Strong knowledge of all Service Department functional areas as well as other departments involved with product matters that affect short- and long-term quality and customer satisfaction issues.

Nice To Haves

American Society for Quality (ASQ) Manager of Quality/Organizational Excellence Certification (CMQ/OE), Preferred

Responsibilities

Establishes and refines metrics and processes to monitor vehicle build quality and accessory installation quality levels to minimize DPV and reduce costs. Takes corrective action when necessary.
Oversees and establishes Port Service and Port Pre-Delivery Inspection (PDI) programs.
Identifies and reports on Voice-Of-Customer (VOC)- and design-related issues.
Remotely manages the projects (including port rectifications) and daily activities of Port Quality Assurance Managers and teams who are located throughout the U.S.
Communicates with all levels of manufacturing and engineering groups who are responsible for service-related and product quality matters. Communicates reported customer quality concerns across all internal and external entities that can impact short- and long-term customer satisfaction and intent to repurchase.
Prepares and presents data necessary to effectively communicate potential quality issues to responsible parties who can affect current and future product quality targets.
Works effectively with independent distributors, retailers, third-party service providers, and part suppliers on all matters related to service contracts, payment, recoveries, corrective actions, changes, quality issues, and their Key Performance Indicators (KPIs).
Manages and prioritizes multiple projects. Reviews and enhances processes/protocols and performance metrics towards optimizing cost, efficiency, and maximized quality across Advanced Quality Assurance (AQA) locations and personnel.
Provides career planning, development opportunities, and succession planning for AQA group.
Manages the Service departmental budget, ensuring that budget guidelines are adhered to and provide support to the different sections of Service Department for their day-to-day needs.
Partners with key internal stakeholders including the Director - Aftersales Supply Chain, Director – Accessories (re: timeliness of inventory, ongoing quality support, and vendor management), Director – Field Quality (re: communication and servicing of units at port locations), and Director – Logistics & Port Operations (re: coordination of vehicle hold units and vehicle wholesale production schedule).
Leads internal headquarters-based AQA staff who identify new product issues or quality issues with the goal of limiting warranty exposure and ensuring a positive customer experience.
Accesses and refines all available field data, trending reports, and team members to prioritize quality projects and makes recommendations for improvements.
Creates quality-centered reports for distribution to company leadership and partners to keep them up to date on factors affecting vehicle quality.
Creates and maintains documented processes to ensure that quality is adhered to across all locations and functions.
Manages outgoing technical information such as campaign/recall work instructions and monthly reports of project status to staff and upper management.
Engages North American Subaru, Inc. (NASI), Subaru Corporation (SBR), and/or Subaru of Indiana Automotive (SIA) in communication of defects and countermeasures to optimize vehicle quality before shipment.
Attends technical, professional, and leadership development programs, sessions, and activities.
Provides frequent updates to various groups internally at headquarters and in the field about the current status and projected completion targets for open product quality issues.
Facilitates, monitors progress of, and reports on port rectification requests from SBR.
Oversees Customer Acceptance Program (CAP), Port-Facing Retailer Visits, and other pre-sales vehicle and accessory quality evaluation events. Maintains responsibility for the AQA future of business revenue, cost recovery, and cost control opportunities.