Associate Director - Advanced Quality Assurance

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.

SUMMARY

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.

PRIMARY 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.

ADDITIONAL RESPONSBILITIES

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.

QUALIFICATIONS

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.

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

WORK ENVIORNMENT

Hybrid Role : Remote work 2 days per week (After 90 Days Onboarding)

Required Travel : International & Domestic 30%

COMPENSATION : The recruiting base salary range for this full-time position is $135400-165000 / 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 : D1)

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.