Connected Vehicle Operations Readiness Specialist

Role Summary

Serves as a key contributor to the success of Subaru's Connected Vehicle (CV) programs.

Ensures operational readiness for MySubaru, Admin Portal, and telematics enhancements across internal departments, external partners, call centers, and retailers by proactively coordinating communications, training, and process improvements for in-operation telematics customers.

Acting as the primary liaison to customer call centers, oversees their readiness and field adherence to operational processes and monitors critical workflows.

Additionally, by collecting and reporting on Voice of Customer (VOC) insights, informs operational strategies and drives continuous improvement.

Success in this role requires strong organizational and time management skills, the ability to build relationships across professional levels, the ability to manage multiple priorities, and a collaborative approach to problem solving in a dynamic, technology-driven environment.

Primary Responsibilities


* Communication and Stakeholder Collaboration:
+ Acts as the primary point of contact for customer call centers regarding telematics and connected vehicle (CV) in-operation technologies and processes.

Understands which information must be conveyed and how to convey it.
+ Develops and maintains productive and collaborative working relationships with teams across the company to support in-operation telematics training.
+ Collects and reports on Voice of Customer (VOC) feedback to inform operational strategies and improve service delivery.
+ Creates and delivers post-sale training materials for customer-facing teams on in-operation changes and updates to Admin Portal, MySubaru mobile, and web-based applications and ensures messaging alignment with CV Marketing.
+ Coordinates and facilitates cross-functional meetings with internal stakeholders, external partners, and vendors to maintain consistent flow of communications.


* Operational Excellence:
+ Oversees customer call centers' readiness including training, process updates, and issue resolution.
+ Supports retailer readiness for operational processes once the customer has taken ownership and has their telematics subscription, including training, process updates, and issue resolution.

• Monitors and manages the subscription refund process, ensuring timely resolution and reporting of refund-related issues.

Tracks and communicates system updates, including MySubaru, Admin Portal, and telematics enhancements releases.
+ Assists in issue tracking and resolution for CV platforms that generate through our call center agents or field teams (e.g., head unit [HU] issues, feature alignment).

Uses subject matter knowledge to determine appropriate stakeholders and communicate the issue accurately.


* Departmental Support:
+ Coordinates and hosts regular meetings with field teams, vendor partners, or internal groups to provide traini...