COMPANY BACKGROUND 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 Provides day to day direction, leadership, and development to Retailer Claims Operations staff who are responsible for Vendor Recovery, Audio Exchange Program, Transportation, Added Security, Warranty Analysis, and Technical Information. Ensures ongoing quality of services and deployment of staff to meet departmental objectives for quality and service levels. Defines, reviews, and improves business processes specific to claims operations. Clearly presents information through the spoken or written word, reads and interprets complex information, and communicates effectively with retailers, Field staff, other department teams, and external contacts as needed relating to the functions of claims operations. MAJOR RESPONSIBILITIES + Develops, manages, and reviews work of assigned staff and temporary employees. Completes mid-year and annual reviews for staff, in consultation with Retailer Claims Manager. + Manages projects as assigned by the Retailer Claims Manager relating to warranty extensions, system upgrades, process improvements, and other claims-related initiatives per business needs. Collaborates with other managers within functional area on system issues, improvements, and upgrades. + Uses understanding of claims policies and procedures as a subject matter expert for retailers, the Field, and other departments in order to resolve escalated questions and/or issues related to claim system processing and policy. + Addresses questions relating to claims functions from the Field staff, Customer Advocacy, Parts, Field Quality Assurance, and other Subaru of America (SOA) groups along with North American Subaru, Inc. (NASI) and Subaru Corporation (SBR). + Manages audio head-unit exchange program and the associated vendor partners. + Analyzes and reports on claims data using statistical techniques; implements and maintains databases; identifies, analyzes, and interprets trends from the data; and maintains claims monthly reports including dashboards and other data. Develops and maintains Key Performance Indicators (KPIs) for areas. + Reviews and approves invoicing for Transportation, Added Security, and Vendor Recovery. Also approves retailer labor rate and parts markup letters. + Develops materials for retailer field web-based and instructor-led training. Facilitates training as an instructor depending on business need. + Acts as a liaison to the Information Technology (IT) department for day-to-day system needs and for upgrades and other initiatives. Maintains responsibility for working with IT department staff to define, test, and implement ongoing maintenance and enhancements, and to be a Claims team subject matter expert for systems. + Creates and delivers training programs to improve the retailer and Field staff experiences via assessment of department performance and needs. Assesses and ensures that all learning programs support adult learning principles and are aligned to department goals and objectives, evaluates the programs’ effectiveness, and makes corresponding improvements. ADDITIONAL RESPONSIBILITIES + Attends training classes relating to the product and leadership skills development. + Handles contact and follow-ups with Field personal as it relates to Labor/Parts Analysis, Terminated and Buy-Sell Retailers, and resolution of late claim requests. + Manages the claims process for countries under a reciprocal claims agreement, including confirming coverage, updating the claims system to allow processing and payment of claims, and resolving any issues that arise. + Maintains a strong understanding of all operational areas that report in to this job and is able to act as backup to coverage for Vendor Recovery, Added Security, and Warranty Analyst for extended absences. + Attends/presents at Aftersales Business Conference (ABC), National Business Conference (NBC), National Training Conference (NTC), and other Field business meetings as needed through the year. REQUIRED SKILLS & ABILITIES + Strong leadership capabilities and experience managing a multi-functional team. + Strong written and verbal skills. + Extensive background in claim processing and/or claims operations. + Strong training and facilitation experience in classroom or online setting. + Strong data analytics, data management, and Excel experience. + Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC). + Ability to function in fast-paced, high-volume work environment. + Retail warranty and/or service experience Preferred EDUCATION/EXPERIENCE: BA/BS (or equivalent of relevant years' experience) with 6-8 years of relevant experience OVERNIGHT TRAVEL: 20% COMPENSATION: The recruiting base salary range for this full-time position is $92100 - $131500 / 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.