SUMMARY
Provides strategic leadership, direction, and development for the Retailer Claims Operations team, overseeing functions that include NorthStar system configurations, Transportation, Audio Exchange Program, Added Security, Warranty Analysis, and Vendor Recovery. 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.
PRIMARY RESPONSIBILITIES
- Develops, manages, and reviews work of assigned staff and temporary employees. Completes mid-year and annual reviews for staff, in consultation with Director - Service Operations and EV Strategy.
- Uses understanding of claims policies and procedures as a subject matter expert (SME) for retailers, the field, and other departments in order to resolve escalated questions and/or issues related to claim system processing and policy.
- 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.
- Manages and approves Labor Rate, Parks Markup, and 3rd-Party Labor Time Guide requests.
- Manages audio head-unit exchange program and the associated vendor partners.
- Reviews and approves invoicing for Transportation, Added Security, and Vendor Recovery.
- Manages projects as assigned by the Director - Service Operations and EV Strategy 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.
- 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.
- Addresses questions relating to claims functions from the field staff, Customer Advocacy Department (CAD), Parts, Field Quality Assurance (FQA), and other Subaru of America (SOA) groups along with North American Subaru, Inc. (NASI) and Subaru Corporation (SBR).
ADDITIONAL RESPONSIBILITIES
- Supports development of materials for retailer field web-based and instructor-led training. Facilitates training as an instructor depending on business need.
- 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.
QUALIFICATIONS
- At least 6-8 years of experience required
- 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.
- Ability to function in fast-paced, high-volume work environment.
- 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) Preferred
- Retail warranty and/or service experience Preferred
EDUCATION & EXPERIENCE REQUIREMENTS: Bachelor's Degree required Or H.S. Diploma and equivalent experience in lieu of degree required.
WORK ENVIRONMENT
- Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)
- Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]
- Required Travel: 20%
COMPENSATION: The recruiting base salary range for this full-time position is $94,800 - $120,000 / 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: M1)
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.
Skills Required
- 6-8 years of experience
- Bachelor's degree or HS diploma with equivalent experience
- Experience managing a multi-functional team and strong leadership capabilities
- Extensive background in claim processing and/or claims operations
- Strong written and verbal communication skills
- Training and facilitation experience in classroom or online settings
- Strong data analytics, data management, and Excel experience
- Ability to function in a fast-paced, high-volume work environment
- Strong working knowledge of claims-related system applications including the claims system, Subarunet, RPM, LTG, and EPC
- Retail warranty and/or service experience
What We Do
The Subaru Family, by our definition, goes far beyond our family of products. It includes one of our greatest assets – our employees – as well as our Subaru family of owners, retailers, and business and community partners. We treat each other like family because we are family. Since the early days of the company, we have worked to create a culture where employees are encouraged to be themselves and are supported by everyone around them. The Subaru Love Promise is our vision to show love and respect to all people at every interaction. We believe that our differences make us stronger. These experiences allow us to learn from each other, offer unique ideas, add value as team members, which ultimately, allows us to grow our business opportunity and personal lives.
