NASI - Quality Data Analysis Manager at Subaru of America, Inc. in Pennsauken, New Jersey

Job Description:

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.

Role Summary

The Quality Data Analysis Manager will focus on gathering and analyzing multiple sources of quality data and information from diversified perspectives, provides objective and quantitative reporting, and quickly identifies and prioritizes legitimate quality topics that have a strong rationale for quality improvement.

Identifies areas of improvement in the existing process concerning information collection, data analysis, and escalation topics in collaboration with North American Subaru, Inc. (NASI) Quality Assurance (QA) Customer Quality 1 (CQ1) team (NASI-QA-CQ1) and makes recommendations to manager.

Develops, implements, and promotes processes to improve Subaru customer loyalty, such as buyback reduction and "Fix Right First Time" (FRFT) activities. Coordinates and negotiates with stakeholder departments, such as Subaru of America- (SOA)-Service, SOA-Information Technology (IT), SOA-Legal, SOA-Customer Advocacy Department (CAD), and Subaru Corporation- (SBR)-QA.

Primary Responsibilities

Gathers and analyzes multiple sources of quality data and information from diversified perspectives, including but not limited to the examples below; provides objective and quantitative reporting; and quickly identifies and prioritizes legitimate quality topics that have a strong rationale for quality improvement.

This role is integral in managing and analyzing warranty claims, customer complaints, and diagnostic data to ensure high-quality service and customer satisfaction. The ideal candidate will have a strong analytical mindset, exceptional problem-solving skills, and a passion for improving customer experiences.

Key Responsibilities:

• Process and analyze warranty claims to identify trends and ensure compliance with company policies.
• Utilize telematics and Diagnostic Trouble Codes (DTC) to assess and resolve technical issues efficiently.
• Address and resolve customer complaints through proactive engagement and investigation.
• Collaborate with the Customer Advocacy Department (CAD) to enhance the overall customer experience.
• Monitor and analyze customer feedback on platforms like CarComplaints.com and data from the National Highway Traffic Safety Administration (NHTSA) Vehicle Owner Questionnaire (VOQ).
• Leverage web scraping tools to gather and analyze customer complaint data for actionable insights.
• Facilitate and optimize retailer service appointments, ensuring smooth operations and resolution of issues.
• Prepare and review Quality Monitoring Reports (QMRs) and Technical Reports (TRs) to identify and address recurring problems.
• Support Subaru of America, Inc. (SOA) service initiatives to maintain high standards of quality and reliability.
• Analyze and manage data related to vehicle buybacks and Lemon Law cases to ensure compliance and customer satisfaction.
• Manages the process of generating objective, quantitative, logical evidence for identified quality issues. Creates written presentation of results and communicates topics and rational at regular Fast Action & Solution Team (FAST) team escalation meetings to achieve proper topic prioritization.
• Provides analysis and insight on specific quality topics based on the requests from other North American Subaru, Inc. (NASI) Customer Quality (CQ) teams (NASI-CQ2, CQ3, and CQ4), and the Field Safety and Compliance (NASI-FSC) team.
• Improves processes for existing information collection and analysis processes with the aim of streamlining and improving analysis accuracy. Conducts consultations, coordination, and negotiations with the relevant departments of SOA, NASI, and Subaru Corporation (SBR) as necessary for implementing the processes.
• Creates new and/or updated documentation of team processes to ensure repeatability and maximize transparency.
• Manages and leads NASI-Quality Data Analysis team operations, including but not limited to, goal setting, performance reviews, career development, job description revisions and creation, and other corporate initiatives.

Additional Responsibilities:

• Provides support for data analysis to other NASI-QA teams beyond those teams listed in the primary responsibilities.
• Supports the improvement of information technology (I.T.) and analytical skills across NASI-QA by holding regular (at least annual) training events on analytical systems and tools.
• Creates new methods for visualizing quality status by building dashboards for various information sources.
• Monitors and tracks potential lawsuits initiated by law firms.

Required Skills and Abilities:

• Ability to maintain strict confidentiality.
• Strong knowledge of data analysis. Methods for customer data analysis and/or vehicle defect data analysis preferred.
• Strong skills with relevant computer systems including Microsoft Office; competency with Subaru-specific platforms preferred (such as Oracle Business, Tableau, Qlik, North Star, TechShare, SubaruNet).
• Strong data analytics capabilities and excellent strategic thinking skills.
• Ability to be effective in communicating with Japanese staff (verbally, non-verbally, and in writing) and accommodating of Japanese business culture.
• Bilingual in English and Japanese is preferred.
• Knowledge of Subaru Corporation (SBR), North American Subaru, Inc. (NASI), and Subaru of America (SOA) quality systems and processes preferred.
• Ability to conceptualize and develop new processes.
• Excellent communication skills to collaborate with all levels within the SOA, NASI, and SBR organizations.

Education/Experience Requirements

• BA/BS degree with 6 to 8 years of experience
• Travel less 5%

Work Environment

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

Compensation: The recruiting base salary range for this full-time position is $82,400.00 - $135,000.00 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training (Internal Job Grade: M1). In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.
• Tuition Reimbursement Program
• Vehicle Discount Programs
• See our Careers landing page for additional information about our compensation and benefit programs.

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