Zone Retailer Training Manager; CAL Zone Costa Mesa, CA Area

Summary

Responsible for the delivery of high‑quality engaging, informative, and accurate coaching and education of all non‑technical Retailer, District, and Zone Staff, and for acting as the zone subject‑matter expert for the Subaru brand, processes, initiatives, carlines, and vehicle technologies. The role is based out of our Costa Mesa, CA office and involves traveling throughout the CAL Zone.

• Develop and execute training engagements to support onboarding, new‑product launches, and as‑needed training through a variety of training mediums including in‑person, on‑car, and web/virtual engagements.
  • Identify training gaps and needs for the zone through analysis of OBI reports, internal research, and third‑party studies.
  • Review, monitor, and administer initiatives in Service and Purchase OLP and NPS. Collaborate with zone staff to develop improvement strategies and plans (including PFS) based on OLP and NPS scores.
  • Prioritize District/Retailer needs for most effective execution of product training, sales‑process training, and customer‑experience improvement.
• Collaborate closely with Zone, Regional, and National Training teams to support initiatives that inform, educate, and evaluate Zone, District, and Retail staff.
  • Support Regional and National Training Initiatives including National Training Conference (NTC), National Business Conference (NBC), Retailer Driving Programs (RDP), Love Encore STAR Academies, EV Certification Programs, and Fixed Operations engagements.
  • Manage zone seat fill rates for EV Certifications, Love Encore STAR Academies, Retailer Driving Programs, and other Zone/Local engagements.
• Serve as the go‑to subject‑matter expert in the zone for all Subaru brand, product, technology, and skill‑related curriculum – including Love Encore and Starlink. Understand and explain basic automotive theories, emerging technologies, competitive products, and general automotive industry trends.
• Manage and oversee additional initiatives and projects as assigned by the zone director – including overseeing vendor personnel (e.g., Shift Digital), call‑tracking and phone initiatives, NPS, and Starlink.
• Contribute to overall customer‑experience improvement initiatives through training support and collaboration with Customer Experience teams.
• Contribute to overall fixed‑operations improvement initiatives through training support and collaboration with Aftersales teams.
• Coordinate and/or provide support at marketing events, displays, and auto shows as needed.
• Expertise in navigation and reporting within OBI, PINNACLE, and Foundations systems. Coach others in successful usage.
• Manage the zone training budget to support training and promotional needs.
• Source and coordinate off‑site venues to conduct instructor‑led presentations, vehicle walk‑arounds, and other training engagements.
• Act as the zone escalation point person for district managers regarding the Owner Loyalty Survey Exception process – review requests and determine whether escalation to the Regional Customer Experience Manager is warranted.

• Exemplifies STAR FULLNESS: energetic, inspiring, positive, empowering, inclusive, informative, and dedicated to fostering improvement in others.
• Extraordinary communication, facilitation, coaching, and one‑on‑one skills in any environment.
• Maintain certification in all Sales/Fixed Operations Brand, Product, Technology, and Skills courses.
• Possess a valid driver's license and maintain a driving record that satisfies SOA Driving Record Evaluation Criteria Policy.
  • Approved as an "Authorized Driver" by Risk Management to operate vehicles prior to vehicle operation.
  • Able to operate all Subaru products, including manual‑transmission vehicles.
  • Ability to work evenings and weekends to support events and training.

• Four‑year college degree or equivalent experience (6‑8 years).

The recruiting base salary range for this full‑time position is $92,100 – $120,000 per year. Within the range, pay is determined by factors such as job‑related skills, experience, and relevant education or training. (Internal Job Grade: M1)

• Medical,…