Title: Program Manager

Location: NJ, US

Job Type: Full-time with Benefits  

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice. 

Are you an Automotive Professional and Team Leader of Exceptional Quality!

MSX International is currently seeking qualified candidates to lead our Subaru Express Service Program. Use your expertise to lead a team of Professional Automotive Consultants to expand the Express Service Initiative for one of the most customer conscious automobile manufacturers in North America.

The Subaru Express Service Program Manager will be focused on building and maintaining a highly motivated, results driven coaching team representing our client to grow their Express Service Initiative and to spearhead future programs to improve the overall Subaru Retailer network. This position will work directly with Subaru of America Management, selected Subaru Retailers, and Subaru of America/Subaru Distributor management to grow parts sales, customer satisfaction, and overall Retailer profitability throughout the Subaru Retailer network.

The Subaru Express Service Program Manager will:

• Oversee and manage regional Team Leaders and Consultant teams
• Work directly with the Subaru Service Operations & Process Manager to continually advance the Initiative
• Work directly with the MSX North American Development team to maintain/upgrade the Subaru Express Service Web Portal
• Attend multiple business conferences annually to promote the viability of Subaru Express Service to the Retailers
• Drive business results and stay relevant

Add about MSXI…...

SUMMARY:

The Subaru Express Service Program Manager will provide comprehensive program support for the Subaru Express Service Initiative. This position was developed to provide support to enrolled Subaru Retailers. The primary focus of the Subaru Express Service Program Manager will be to assist the Subaru Retailers, Subaru of America, Subaru Distributor Corporation, and Subaru of New England to drive immediate long-term parts sales and retention growth by providing a superior customer experience for routine maintenance as well as continuing to innovate future initiatives for advanced maintenance with the same goal in mind.  A secondary focus will be placed on working to continuously develop and improve the Subaru Express Service Web Portal, which is the primary data source for all Subaru Retailers that participate in the Express Service Initiative.  This is a professional level, supervisory position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Subaru Express Service Program Manager will be a highly experienced professional thoroughly familiar with the US automotive dealership fixed operations environment.  The primary focus will be on maintaining and growing the current Subaru Express Service Initiative, with a secondary focus on advancing the initiative into other areas to improve Retailer parts sales and customer satisfaction. The position is remote and may require travel throughout the continental United States. This individual will report to the MSXI Director and Subaru of America Service Operations & Process Manager. The Subaru Express Service Program Manager will be responsible for oversight of travel, consultant productivity, presentation of standardized contact reports, and overall communications with all involved parties.  There is also an emphasis on continually applying LEAN principles to make the consultant team as efficient and effective as possible.

The Subaru Express Service Program Manager responsibilities include but are not limited to the following:

• Develop, implement, and maintain a national automotive express service program
• Recruit, hire, and retain top automotive coaching personnel
• Act as the primary client liaison for the assigned project
• Coordinate communication, manage assigned resources and report to Executive Management
• Create and execute project work plans and revises as appropriate to meet changing needs and requirements. Hands on – production of reports, scorecards, other deliverables, and analysis
• Tracks project deliverables, issues, risks, and action items
• Manage project data accuracy, timeliness, overall work product - set up and execute QA process and peer reviews
• Work and collaborate with client teams to meet project level financial and customer satisfaction goals, estimate resource requirement and staffing effectiveness for the successful completion of scope and identify constraints
• Develop content in accordance with client needs, contractual obligations, and project direction.  Including data driven tools, guides, and presentations
• Negotiate and manage client commitments and expectations
• Closely monitor program objectives and provide critical performance feedback
• Provide program oversight and direction with a client centric approach
• Drive performance of team to satisfy and exceed program goals and objectives
• Constantly evaluate performance vs. expectations
• Develop and implement processes and measures to drive performance
• Ensure consultant productivity is meeting contractual obligations
• Have and maintain expert knowledge in the Subaru Express Service Certification process and be able to effectively communicate it to MSX Consultants, Subaru Field Staff, and Subaru Retailers
• Work closely with client to provide continuous feedback of consultant performance
• Provide analysis for ad-hoc executive management reporting and work closely with the MSX North American Development Team and the MSX Data Analytics Team to provide this reporting both within the Subaru Express Service Portal and directly to the client
• Manage program Profit & Loss
• Provide regular financial and program reviews with the client’s management staff and MSX International Senior Management
• Manage project level compliance of contractual obligations- Collaborate with internal delivery and management teams and client for the project transition and stabilization phase in-charge of day-to-day delivery
• Frequent, on-demand travel to the Subaru of America Headquarters in Camden, NJ

QUALIFICATIONS:

• 10+ plus years industry experience, with a minimum of 5 years in project and/or program management
• A track record of delivering on complex programs
• Experience of working within, influencing within, and networking within a matrix environment
• Conversant with project management methodologies
• Must have professional analytics experience necessary to identify opportunities, trends, and anomalies
• Must possess excellent communication, presentation, and negotiation skills.
• Must be highly interpersonal with team-building and participative management skills
• Requires self-starter with ability to work under minimal supervision
• High level of proficiency with PC and Microsoft Office applications, as well as advanced knowledge of website development and deployment
• Experienced in leading large, geographically dispersed teams

BEHAVIORS REQUIRED:

• Able to create a sense of community and shared direction amongst diverse program team
• Ability to build credibility, trust, and rapport with stakeholders at all levels, both within and outside of the organization
• A forward thinker who takes the initiative, identifies gaps in the program, and makes recommendations, and then delivers on those recommendations
• Ability to influence at all levels
• A good listener
• Proactive and sophisticated management of key stakeholders
• A proactive communicator who will seek to communicate rather than wait to be asked
• Proactive engagement within the organization to build awareness of the program
• Business focused: always looking to maximize benefits for the business and minimize downside risk

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in related field or minimum 5 years equivalent experience
• Expertise in all aspects of Dealership Fixed Operations
• Basic understanding of automobile repair and technology
• Prior Program Management experience required

LANGUAGE SKILLS:

• The Subaru Express Service Program Manager must have ability to maintain a professional level communication in English and any other languages as required by the project client.

COMPUTER SKILLS:

• High level of proficiency with PC and Microsoft applications including Outlook, Excel, PowerPoint, Project, Word, and Power Apps
• Intermediate to expert knowledge of website coding, structuring, quality/performance testing, and deployment

TACTICAL SKILLS:

• The Subaru Express Service Program Manager must be able to execute outlined Subaru Express Service program components such as a complex Certification process, reporting, group facilitation and product delivery

REASONING ABILITY:

• The Subaru Express Service Program Manager must be capable of formulating business decisions based on a logical reasoning approach and offering a solution-based outcome to all situations

SELF-STARTING ABILITIES:

• Must posess a demonstrated ability to operate successfully in business enviroment with limited management oversite

PHYSICAL DEMANDS:

• The Subaru Express Service Program Manager must possess the physical capabilities necessary to accomplish the tasks assigned to the program including but not limited to; multi-day travel, extended periods of physical activity during training seminars, and ability to lift a minimum of 50 lbs. without sustaining injury

WORK ENVIRONMENT:

Position is full-time

Some overnight travel may be required

Have the ability to equally accommodate working from corporate/home office or remote location

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

Apply Now!!!

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