Customer Advocacy Department Manager - Operations

SUMMARY

The Operations Department Manager provides direction, leadership, and development to the Customer Advocacy teams. They define the strategic mission, business requirements, and execution strategy for the assigned business area within the Customer Advocacy Department (CAD). The successful candidate will communicate trends and team performance to key stakeholders. As a member of the leadership team, they will foster a culture of transparency, disciplined problem-solving, high-performance work teams, and continuous improvement. 

The Operations Department Manager is responsible for leading the CAD Workforce, Reporting, Vendor Management, and System Support functions. They will play an integral part in managing the operation functions with our vendor partners, while creating strategies to best support the CAD operations, and reports the state of the business to key stakeholders. 

MAJOR RESPONSIBILITIES

• Establishes goals and performance metrics for business areas, including key performance indicators (KPIs), to improve the level of service via assessment of department performance to include managing the development, use, and update of tools and systems.
• Manages relationships and communications with key internal and external stakeholders to ensure consistent business practices and superior customer experience
  • Internal stakeholders include Information Technology (IT) Department for system implementation, development, or upgrade projects, Human Resources (HR) for personnel matters such as staffing needs, onboarding, and performance management, Legal for compliance matters and possible product liability cases, Field to address retailers’ Region/Zone/District needs, Service to address vehicle/part quality assurance (QA) matters, 
  • External stakeholders include vendor partners. Defines and evaluates deliverables and contract negotiation. Seeks new relationships as dictated by operational needs.
• Oversees the talent management of the teams within business areas, which includes personnel selection, performance, and career development. Completes performance reviews for direct reports and provides feedback and insight for performance of indirect reports. Ensures that direct reports are adequately trained and have sufficient resources to meet objectives and goals. Reviews and maintains accountability for overall team performance to ensure that business areas are compliant and aligned with established strategies that promote customer loyalty and retention.
• Provides direction to Customer Advocacy Managers, retailers, and field staff regarding customer-related policies and procedures. Serves as the subject matter expert (SME) and point of contact for operations and escalations within business areas, including escalated issues from both internal and external stakeholders. Addresses matters that are particularly time-sensitive, crucial, and complex.
• Makes recommendations for process improvement when opportunities are identified and works directly with Customer Advocacy Department (CAD) Associate Directors and Directors.
• Develops strategic mission, business requirements, and execution strategies to increase quality, accuracy, and customer satisfaction for business areas; this includes action plans that address gaps/deficiencies on each direct report manager’s team to improve knowledge and performance of Advocates and other personnel, as well as system performance monitoring and audits.
• Maintains responsibility for oversight of the development, updates, and communication of business areas’ policy and process documentation.

ADDITIONAL RESPONSIBILITIES

• Collaborates with CAD leadership team to identify and prioritize staffing, technology, and process opportunities.
• Identifies, analyzes, and relays information regarding product issues, trends, or similar issues to appropriate departments within SOA and Regions.
• Attends and completes mandatory department training as well as individual skill development training as needed.
   

REQUIRED SKILLS & ABILITIES

• Strong teambuilding, motivation, leadership, business, and people management skills.
• Strong written and verbal communications skills.
• Excellent coaching and development skills.
• Ability to work in a fast-paced, multi-tasking, team-based environment.
• Excellent listening, problem resolution, analytical, negotiation, presentation, and computer skills.
• Strong knowledge of all Customer Advocacy functional areas.
• Ability to effectively interact with all levels of management.
• Ability to follow detailed procedures and ensure accuracy in documentation and data, carefully monitor processes, and organize and maintain a system of records.
• Ability to remain open-minded and change opinions on the basis of new information, perform a wide variety of tasks, and change focus quickly as demands change.
• Ability to manage transitions effectively from task to task and adapt to varying customer or Advocate needs.
• Technical product knowledge or knowledge of retailer operations.
• Familiarity with contact center customer relationship management (CRM) platforms, workforce management (scheduling/forecasting) tools, and telephony systems. Experience with systems such as North Star (Microsoft Dynamics) and/or ServiceNow platform preferred. 
• Working knowledge of Oracle Business Intelligence (OBI) and Power BI or similar business intelligence and reporting tools. 
• Exposure to data warehouse/data lake environments and an understanding of how data can be leveraged to support operational decision-making. 
• Experience collaborating with and managing external vendors and business partners.
   

EDUCATION & EXPERIENCE  

• Bachelor’s degree required OR high school diploma and equivalent experience in lieu of degree required.
• 8-10 years of experience required.

FLSA STATUS 

Exempt

SALARY RANGE

The recruiting base salary range for this full-time position is $125,000 - $140,000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus-eligible, with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: M2) 

WHY JOIN US? 

In addition to competitive salary, Subaru offers an amazing benefits package that includes:

   Total Rewards & Benefits:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: $15,000 yearly benefit
• Vehicle Discount Programs
   

 Learning & Development:

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License 
   

Visit our careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S. For more information on E-Verify, please refer to the official E-Verify Participation Notice.