Hyundai Motor America
Senior Manager, Service Process & Experience
Hyundai Motor America, Fountain Valley, California, us, 92728
Senior Manager, Service Process & Experience
Date:
Nov 13, 2024
Location:
Fountain Valley, CA, US, 92708
Company:
Hyundai Motor America
At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It’s time you rethink what you expect from an employer.
At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
Location NHQ Purpose
The Senior Manager, Service Process & Experience is responsible for development, implementation, management, and communication of all elements/initiatives of dealership retail aftersales experience.
This position plays a critical role in improving customer experience/satisfaction, customer retention/loyalty, aftersales performance, and dealership profitability.
Through effective CX programs and utilization of key data/metrics/tools, this position will achieve operational excellence and close the gaps in retail dealership processes.
Major Responsibilities
Responsible for day-to-day management and/or development of Customer Experience programs.
Develop strategies and tactics to improve industry benchmark studies.
Lead and support various CX initiatives to move Hyundai’s retail dealer network towards providing “modern retail” experiences.
Define the standards and best practices for in-dealer service process to achieve top rank CX, Customer Retention, Dealer Profitability and Parts Sales.
Participate in Regional meetings and visit Dealers regularly to receive feedback on service processes and programs.
Support dealer performance groups for service and parts.
Develop a Hyundai fixed ops consulting model to improve profitability, parts sales and customer satisfaction for Hyundai Dealerships.
Compile, update and distribute regular reports for Dealers, Field, HMA corporate and management.
Integrate raw data into Excel and PowerPoint charts for performance management.
Coordinate, develop and present department proposals and results for various audiences.
Define, implement and report on program performance metrics.
Provide reporting and analysis for related programs regularly.
Responsible for developing and managing the budget for related programs.
Responsible for managing vendors and supplier partners for related programs.
Authority
Make key decisions on departmental programs, budgets, and tasks.
Oversee performance of suppliers and purchase process.
Develop and manage applicable program budgets and finance process.
Decision making in both strategic and tactical action for retail process & customer experience initiatives.
Operates with limited supervision and direction.
Education
Must be a high school graduate
Bachelor’s degree preferred
Master’s degree a plus
Related Experience
Eight or more years of professional experience with at least five years in automotive fixed operations.
Three or more years of automotive OE field experience calling on retail dealerships.
Three or more years of experience in cross-functional program management.
Three or more years of experience performing complex analysis.
Skills/Knowledge
Automotive competencies, including Retail Service & Parts Operations.
Broad knowledge of all Service and Parts related systems.
Proven cross-functional program management skills.
Thorough knowledge of dealership financial statements and KPIs.
Ability to perform complex analysis.
Strong mathematic skills.
Excellent communication, interpersonal, and negotiation skills.
Excellent organizational and time management skills.
Advanced level proficiency in SQL, Access, Excel, Word.
Expert level proficiency in PowerPoint.
Certification N/A.
Physical Requirements
Normal office duties
Able to travel domestically and internationally
Travel: 25% - 50%
Work Model #LI-Hybrid (60% Onsite/40% Remote)
Compensation $107,800.00 - $154,000.00 Annual
Benefits
Monthly Hyundai/Genesis vehicle lease allowance.
Holiday Pay.
Vacation and sick time off.
Healthcare insurance.
401(K) company match.
Additional 401(K) Employer Enhanced Contribution program.
Basic life insurance, short- and long-term disability.
Mental health, wellbeing, and employee assistance program.
Health advocate services.
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion, or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender, gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.
Nearest Major Market:
Orange County Nearest Secondary Market:
Los Angeles
#J-18808-Ljbffr
Nov 13, 2024
Location:
Fountain Valley, CA, US, 92708
Company:
Hyundai Motor America
At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It’s time you rethink what you expect from an employer.
At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
Location NHQ Purpose
The Senior Manager, Service Process & Experience is responsible for development, implementation, management, and communication of all elements/initiatives of dealership retail aftersales experience.
This position plays a critical role in improving customer experience/satisfaction, customer retention/loyalty, aftersales performance, and dealership profitability.
Through effective CX programs and utilization of key data/metrics/tools, this position will achieve operational excellence and close the gaps in retail dealership processes.
Major Responsibilities
Responsible for day-to-day management and/or development of Customer Experience programs.
Develop strategies and tactics to improve industry benchmark studies.
Lead and support various CX initiatives to move Hyundai’s retail dealer network towards providing “modern retail” experiences.
Define the standards and best practices for in-dealer service process to achieve top rank CX, Customer Retention, Dealer Profitability and Parts Sales.
Participate in Regional meetings and visit Dealers regularly to receive feedback on service processes and programs.
Support dealer performance groups for service and parts.
Develop a Hyundai fixed ops consulting model to improve profitability, parts sales and customer satisfaction for Hyundai Dealerships.
Compile, update and distribute regular reports for Dealers, Field, HMA corporate and management.
Integrate raw data into Excel and PowerPoint charts for performance management.
Coordinate, develop and present department proposals and results for various audiences.
Define, implement and report on program performance metrics.
Provide reporting and analysis for related programs regularly.
Responsible for developing and managing the budget for related programs.
Responsible for managing vendors and supplier partners for related programs.
Authority
Make key decisions on departmental programs, budgets, and tasks.
Oversee performance of suppliers and purchase process.
Develop and manage applicable program budgets and finance process.
Decision making in both strategic and tactical action for retail process & customer experience initiatives.
Operates with limited supervision and direction.
Education
Must be a high school graduate
Bachelor’s degree preferred
Master’s degree a plus
Related Experience
Eight or more years of professional experience with at least five years in automotive fixed operations.
Three or more years of automotive OE field experience calling on retail dealerships.
Three or more years of experience in cross-functional program management.
Three or more years of experience performing complex analysis.
Skills/Knowledge
Automotive competencies, including Retail Service & Parts Operations.
Broad knowledge of all Service and Parts related systems.
Proven cross-functional program management skills.
Thorough knowledge of dealership financial statements and KPIs.
Ability to perform complex analysis.
Strong mathematic skills.
Excellent communication, interpersonal, and negotiation skills.
Excellent organizational and time management skills.
Advanced level proficiency in SQL, Access, Excel, Word.
Expert level proficiency in PowerPoint.
Certification N/A.
Physical Requirements
Normal office duties
Able to travel domestically and internationally
Travel: 25% - 50%
Work Model #LI-Hybrid (60% Onsite/40% Remote)
Compensation $107,800.00 - $154,000.00 Annual
Benefits
Monthly Hyundai/Genesis vehicle lease allowance.
Holiday Pay.
Vacation and sick time off.
Healthcare insurance.
401(K) company match.
Additional 401(K) Employer Enhanced Contribution program.
Basic life insurance, short- and long-term disability.
Mental health, wellbeing, and employee assistance program.
Health advocate services.
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion, or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender, gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.
Nearest Major Market:
Orange County Nearest Secondary Market:
Los Angeles
#J-18808-Ljbffr