Express Service Program Manager

Subaru•Camden, NJ

3d•$100,000 - $135,400•Hybrid

About The Position

Manages the implementation and sustainment of Subaru Express Service and the development and launch of Subaru ExpressPlus. The role is responsible for service operations and process improvements that support customer retention and satisfaction, retailer throughput, and profitability. It manages program vendors, retailer invoicing and reporting, program materials, training, performance measurement, and budget allocation. The position also develops service strategies and works across Subaru departments, vendors, field teams, and retailers to support adoption and operational effectiveness. The role is based in Camden, New Jersey, in the Greater Philadelphia Area. It is hybrid, with remote work two days per week (Wednesdays and Fridays) after 90 days, and requires 35% domestic travel and a driver's license. The stated recruiting base salary range is $100,000–$135,400 per year, with bonus eligibility.

Requirements

Bachelor's degree, or a high school diploma with equivalent relevant fixed-operations experience in lieu of a degree.
At least 6–8 years of fixed-operations knowledge and experience.
Experience with budget and expense tracking.
Ability to communicate professionally with employees at all organizational levels.
Cross-functional collaboration, communication, and influencing skills with Subaru 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 contracts with vendors and distributors.
Driver's license required.
Ability to travel domestically 35%.

Nice To Haves

Understanding of key financial metrics and processes of retailers’ parts and service operations.
Vendor and stakeholder management experience.

Responsibilities

Manage and nurture relationships with Express Service Program vendors, ensuring alignment with Subaru quality and performance standards and retailer needs; oversee 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 KPIs and trends to identify high-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 and define KPIs and metrics for data-based decision-making and strategic development; communicate initiative performance updates 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, communication, and collaboration.
Visit retailers and monitor vendor performance as needed to ensure processes meet guidelines; equip 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 process strategies for Express Service, aligning them with Subaru goals and objectives.
Collaborate with Loyalty & Aftersales, Service, Aftersales Marketing, Parts Sales, Loyalty & Aftersales Training, Product Management, Retailer Development, and other relevant departments on program development and operations.
Facilitate cross-functional application of Express Service tools and initiatives to add business value companywide.