Director - Service Operations and EV Strategy

About the Role

Establishes vision, strategy, and metrics for the Service Operations Group, which includes Retailer Claims Support Helpline & Operations teams, Service Engineering Center (SEC), Remanufacturing Quality, Service Project Engineering, and Publications. Provides leadership and performance feedback to staff in compliance with all departmental and corporate objectives, policies, and goals. Ensures key performance indicators (KPIs) are developed and met, and that ongoing training, quality of services, and deployment of staff align with departmental objectives.

Leads in defining business policies, processes, and objectives for assigned groups. Identifies and leads initiatives to address warranty cost optimization, environmental reporting, and compliance with claims policies and procedures to maximize owner satisfaction, retention, and retailer engagement.

Responsibilities

• Creates vision and strategy in support of organizational goals for the Service Operations group within the Service & Quality Department.
• Partners with the Vice President (VP)-Service & Quality and other Service & Quality group heads on department-level strategy and initiatives.
• Oversees and directs the activities of the Service Operations Manager, responsible for Special Service Tools and Retailer Equipment Programs, Remanufacturing, Service Engineering Center (SEC), and Service Publications.
• Oversees and directs the activities of the Retailer Claims Support Helpline & Operations functions, focusing on warranty cost optimization, including J-SOX compliance, policy establishment, competitive analysis, quality assurance (QA), and related field training.
• Ensures KPIs are developed and met through strategic planning related to labor/parts rates, policy, and field support for operations including Transportation Claims, Subaru Added Security (SAS) Claims, Vendor Recovery, Policy Adjustment, and Desktop Warranty Compliance.
• Manages Retailer Claims Call Center business functions, including policy establishment, competitive analysis, claims processing metrics, and QA activities.
• Collaborates with Finance, Legal, Customer Advocacy Department (CAD), and Audit functions for alignment on policy and retailer handling.
• Oversees and directs the activities of the Electric Vehicle (EV) Planning and Analysis Manager, responsible for Alliance Battery Electric Vehicle (BEV) launch readiness, operational process development, and coordination between Subaru of America (SOA), Subaru Corporation (SBR), Toyota Motor Corporation (TMC), and Toyota Motor North America (TMNA).
• Leads Mission BEV working group projects to support organizational transformation and manages Battery Working Group activities, including lifecycle management, alternative use, and recycling.
• Handles environmental reporting related to state and federal regulations, including end-producer responsibilities and climate change.
• Maintains budget oversight and management for Service Operations.
• Works closely with North American Subaru, Inc. (NASI) leadership responsible for Service Readiness and Publications to ensure accuracy, timeliness, and advocacy.
• Provides administrative structure, leadership, and guidance for employees’ career development, reviews, and job description revisions.
• Communicates vision and direction to internal and external stakeholders.
• Motivates and develops others to accomplish high-level, high-quality work.
• Partners with other departments (e.g., Retail Operations Training, Technical Training, Field Quality Assurance, Field Service Quality, NASI) to align work and eliminate duplication of deliverables.
• Provides executive management with presentation support for internal meetings (e.g., EMC, National Retail Advisory Board, G8).

Requirements

• Bachelor’s degree required.
• At least 12-15 years of relevant experience.
• Proven manager of people, with strong delegation and performance management skills.
• Ability to prioritize multiple high-impact projects.
• Strong conflict resolution skills and creative thinking.
• Ability to work in a team environment.
• Knowledge of Japanese business culture preferred.
• Ability to create and maintain strong relationships in the automotive industry to benchmark and adopt best practices.
• Strong, clear communication skills for all levels of internal and external contacts.
• Strong analytical, strategic, and organizational skills.
• Demonstrable knowledge of capital budgeting and financial management.
• Expert leadership experience, including managing high-caliber, self-motivated managers.
• Ability to provide coaching, constructive feedback, and direction.
• Automotive technical knowledge.
• Strong knowledge of all Service Department functional areas preferred.

Schedule

Hybrid role: Remote work 2 days per week (Wednesdays & Fridays) after 90 days.

Required travel: 15% international and domestic.

Pay

The recruiting base salary range for this full-time position is $160,500–$190,000 per year. Individual pay is determined by job-related skills, experience, and relevant education or training. This role is also bonus-eligible, providing an opportunity to earn more based on performance.

Benefits

• Medical, dental, and 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 and development opportunities, including formal mentorship and LinkedIn Learning license.

About Subaru

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 exceptional performance, utility, and adventure.

Subaru’s company culture is built on collaboration, diversity, and a shared passion for its products. The organization fosters an inclusive environment that encourages employees to bring unique perspectives and talents to the table. Team members are driven by a common goal: to create exceptional vehicles that inspire and delight customers.