Customer Advocacy Vendor Manager

Love.

It's what makes Subaru, Subaru®.

And 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®.

Summary

Serves as the liaison between the Customer Advocacy Department (CAD) and its external vendors to meet departmental performance objectives through the establishment and maintenance of sustained relationships, processes, expectations, and alignment between segments, service operations, and vendor partners for call centers.

Works closely with the leadership team to monitor, report, and strategize on all things related to the vendor.

Primary Responsibilities


* Prepares, leads, and monitors weekly, bi-weekly, monthly, and ad-hoc meetings to ensure that vendor and internal teams are aligned on strategic direction, workforce planning, and consistent collaboration between managers, as well as that performance expectations are met, and strategies are being developed to improve performance.


* Executes on the strategic direction of each vendor relationship.

Develops process changes in a timely manner and solicits feedback on opportunities to improve, as well as proposes solutions and provides additional support needs.


* Effectively coaches, mentors, and directs vendor leadership to ensure process effectiveness achievement of contract performance goals by utilizing management skills including, but not limited to, relationship and time management, analysis, planning, communication, negotiation, delegation, and organizational skills.


* Develops process and performance improvement plans in collaboration with vendor managers to ensure appropriate implementation, accountability, and measurements of success through performance analysis.


* Review vendor performance reports, conducts vendor invoice reviews to reconcile discrepancies, and identifies issues, proposes solutions, and escalates issues to work through with the leadership team when necessary.

Additional Responsibilities


* Evaluates and analyzes current vendor structure and procedures for greater efficiencies.


* Develops an informal network throughout the company to stay informed of state of business in each area as well as emerging customer issues.

Required Skills and Abilities


* Bachelor's Degree from an accredited college or university required (preferably in related major such as Business Management).

Equivalent experience will be considered in lieu of degree.


* At least three (3) years of vendor management experience required.


* Ability to influence peers and senior leadership on alternative approaches to run the business and new ways of thinking and behaving where no clear reporting relationship exists


* Ability to communicate effectively with internal stakeholders and external customers


* Abi...