Express Service Program Manager

Subaru•Camden, NJ

3d•Hybrid

About The Position

Manages the implementation and sustainment of Subaru’s Express Service initiative and the development and launch of Subaru ExpressPlus. The role is responsible for service operations and process improvements intended to increase customer retention and satisfaction, retailer throughput, and profitability. It manages program vendors, retailer invoicing and reporting, program materials, training, budget, performance measures, and communications. The position also supports retailers and field teams, coordinates with internal departments and external partners, and develops strategies and tools that advance service operations and program adoption.

Requirements

Understanding of key financial metrics and processes in retailer parts and service operations.
Ability to communicate professionally with employees at all organizational levels.
Cross-functional collaboration, communication, and influencing skills with SOA departments, vendors, field staff, and retailers.
Ability to balance multiple priorities and prioritize projects.
Analytical and strategic planning skills.
Proficiency in Microsoft Office, particularly Excel.
Excellent verbal and written communication skills across business levels, including negotiating vendor and distributor contracts.
Bachelor’s degree, or a high school diploma and equivalent relevant fixed-operations experience in lieu of a degree.
At least 6–8 years of fixed-operations knowledge and experience.
Valid driver’s license.

Nice To Haves

Experience with budget and expense tracking.
Vendor and stakeholder management experience.

Responsibilities

Manage vendor relationships for the Express Service Program, ensuring alignment with Subaru quality and performance standards and retailer needs.
Manage retailer invoicing, tracking, and reporting.
Oversee Express Service Program components and collateral, including retailer and marketing point-of-purchase materials, field launches, testimonials, and ongoing communications.
Analyze performance indicators and trends to identify top-performing retailers and develop testimonials and marketing materials.
Create, maintain, and support retailer process manuals, resource documentation, and training materials.
Lead ongoing training support and coaching.
Manage the Express Service Program budget and determine resource allocation to meet business goals.
Develop and maintain reports, KPIs, and metrics to support data-based decisions and strategic development.
Communicate regular updates on key initiative performance and identify opportunities to improve aftersales performance.
Partner with IT and vendors to analyze service trends and provide insights for proactive customer outreach.
Support executive meetings with relevant data and presentations.
Liaise with and support Regional and Zone field staff, participating in organizational and training meetings to promote program adoption and effective collaboration.
Visit retailers and monitor vendor performance as needed to ensure processes meet guidelines.
Provide field teams and retailers with processes, tools, and best practices to increase service appointments and revenue.
Plan, develop, implement, and sustain retailer service and operational strategies aligned with Subaru’s goals.
Work with Loyalty & Aftersales, Service, Aftersales Marketing, Parts Sales, Loyalty & Aftersales Training, and other SOA departments on program development and operations.
Facilitate cross-functional use of Express Service tools and initiatives to add value across the company.