Connected Vehicle Service Quality Operations Manager

Subaru•Pennsauken, NJ

3d•Onsite

About The Position

The Connected Vehicle Service Quality Department ensures the rapid resolution of quality issues through effective collaboration with Subaru of America (SOA), Subaru Canada, Inc. (SCI), Subaru Corporation (SBR), Toyota Motor North America (TMNA), and various suppliers. This role plays a critical role in overseeing the investigation and resolution of infotainment and connected car quality issues for vehicles sold in North America, while also managing the end-to-end Over-the-Air (OTA) campaign operation procedure from planning through execution for Alliance and Subaru wholly-owned vehicles. This role works closely with the Engineering Managers to ensure rapid response and effective resolution of quality concerns, managing a team of specialists to investigate, troubleshoot, and resolve complex issues related to CV Quality Software for InCar and OutCar.

Requirements

Bachelor's Degree Required
At least 6-8 years Required
Strong knowledge of head unit software, Data Communication Models (DCM), and out-car connected services
Strong attention to detail to ensure that complex diagnostics cases are properly handled.
Ability to investigate and explain the findings in a technical manner.
Ability to maintain confidentiality.
Ability to manage multiple priorities at one time with ability to multi-task and stay organized.
Ability to work cross-functionally with different companies, teams, and cultures.
Strong problem-solving skills.
Attention to detail.
Ability to explain technical findings.
Ability to maintain confidentiality.
Proficiency with Microsoft Office Suite.
Experience with leading people and managing a team.
Ability to interact effectively with Japanese people and adapt to Japanese business practices.
Understanding of (or ability to understand) Subaru’s quality issue resolution process and development process.

Nice To Haves

Experience managing software development processes (preferred)
Experience working in a Japanese business environment, with a strong understanding of Japanese business culture (preferred)

Responsibilities

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.
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.
Work with SBR development teams and vendors to define, validate, and implement deployment plans and processes for next-generation OTA platforms.
Supervises and guides a team of specialists, managing workload distribution, providing training and development, and ensuring the team’s success in meeting performance goals.
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.
Collects and analyzes relevant data from internal and external sources to support issue resolution, preparing detailed reports for management and stakeholders.
Oversees the investigation process, including identifying the right people to involve, managing timelines, and ensuring appropriate follow-up actions.
Based on findings, provide recommendations for product quality improvements and work with teams to implement corrective actions across the organization.
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.
Ensures effective communication with senior management, technical teams, and other stakeholders, reporting on progress and status of investigations.
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.
Based on findings, provides recommendations for product quality improvements and works with teams to implement corrective actions across the organization.
Serves as the primary market liaison between SOA (Connected Vehicle Business [CVB], Field Quality Assurance [FQA]), SCI CVB, and NASI/SBR teams, facilitating cross functional communication, issue escalation, and investigative research to drive timely resolution of connected vehicle inquiries.