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Director, Customer Care

Date: Sep 7, 2022

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.

 

Reports to

Chief Customer Officer and / or Vice President, Customer Satisfaction

Location

NHQ

Exempt Status

Exempt

Vehicle Benefit

MDLP
4 Employee Vehicle Lease(s)

Purpose

The Director, Customer Care is the strategic and operational leader responsible for providing industry leading omni channel customer care for the Hyundai (modern/mass market) and Genesis (luxury) Brands in the United States.

This role also serves as the strategic leader/champion for customer care for Hyundai Motor North America/Strategic Region, helping the similar groups in the other region countries align on strategies, best practices, and explore/implement aligned operations.

Major Responsibilities

~ Directly lead internal & outsourced teams responsible for providing effective, enthusiastic, & efficient multi-channel customer care for 10M plus Hyundai (volume mainstream brand) and Genesis (luxury brand) customers in the US Market Including

~ Hyundai, Genesis, Genesis Connected Services, and Blue Link Tier 1 Customer Care through Phone, Email, Chat, Web

~ Hyundai and Genesis Roadside Assistance.

~ Hyundai and Genesis Tier 2 / 3 Case Management, Recall and other similar action support.

~ Customer communications and support for recalls and other similar customer care actions.

 

~ Determine the needed mix of internal capability/capacity and outsourced capability/capacity. In alignment with Purchasing & Legal, create strategy, scope & KPIs for RFP and vendor/partner selection, contracting and operational performance management for functions that are outsourced. Ensure capacity algins with volume.  Note this is a large operation with 6-8 vendor partners and 600-800 outsourced staff.

 

~ Customer Care/Case Management: Set the strategy for and oversee the process and operations to provide customer case management support in collaboration with dealers, regions, technical support, parts, legal and key vendors/partners.  Ensure effective compliance with all applicable “lemon laws” and effectively decision/transact vehicle repurchase when necessary.  Maximize owner recommendations/repurchase loyalty while minimizing costs all costs and avoiding litigation.

 

~ Leverage Case Management to develop and implement a new employee / field manager onboarding and development program that results in both effective case management and a pipeline of well qualified field managers to be deployed to regions.

 

~ Develop and operate the “Customer Action Process” leveraging available data, applying analytics and workflow to predict and react to customer experiences and initiate action to maximize owner enthusiasm/loyalty and syndicated industry survey results (JDPower, Consumer Reports, etc) while minimizing costs.

 

Major Responsibilities (continued)

 

~ Leverage Customer Care data as a “Voice of the Customer” champion to identify and report on processes and polices that need improvement to both reduce the need for customer care and to improve the overall customer experience.  Lead discussions with related divisions / departments to drive the needed improvements.

 

~ In alignment with the Chief Customer Officer and the HMNA governance process, host and administer the “Customer Experience Executive Committee” for executive review and direction of the customer care strategy, processes, and performance. 

 

~ Collaborate with Finance, Directors of Warranty and Quality, and related HMC global teams to track and recover customer care/ goodwill cost and drive improvement of the “Total Cost of Quality”

 

~ Participate in CX/Call Center industry events / forums and benchmark competitors to identify, select, and incorporate innovative process and programs into the Hyundai / Genesis  best practice process.

 

~ Collaborate with Digital Business Planning to identify, fund, develop, implement and operate the IT technology needed to support a world class / omni -channel customer care capability.

 

~ Effectively hire, train, motivate, retain and develop 25+ internal staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company. Achieve targeted levels of employee engagement as a foundation for overall effectiveness and org health.

 

~ Align with HMC headquarters teams related to customer care / customer experience to develop and align with global and regional strategies and programs (example DCXT VOC). Serve as the strategic region subject matter expert / leader among equals from HAC, HMM and HCSA, to develop and implement a strategic region strategy and best practices to both commonize where possible to gain improved effectiveness/economies of scale and also to support local market autonomy where appropriate.   Hold minimum 2/year strategic region alignment/best practice events.

Authority

~ With oversight/support/contract authority of the Chief Customer Office and/or SVP of customer satisfaction, serves as:

~ Lead for development, acquisition and execution of annual sub-division business plan, and budget/recovery

~ Management and development of personnel within the group in alignment with HR policy

~ Vendor identification / selection in alignment with purchasing process policy.

~ Expense report approval, Invoice and PR approval, Time off approval in alignment with finance policy.

Education

~ Bachelor’s degree preferred
~ Master’s degree a plus

Related Experience

~ 15 or more years of experience of which at 6-8 years of customer care leadership.

~ 6-8 years of automotive service or sales operations/ field or similar experience preferred.

~ 10 years of supervisory experience required.

Skills/Knowledge

~ Strategy / Policy creation

~ Ability to lead, train, motivate, and manage multi-skilled personnel.

~ Process Management and Consulting Skills

~ Excellent oral and written communication skills.

~ Excellent business analytical skills.

~ Project tracking and management skills.

~ High proficiency in PC skills, expertise in Microsoft programs.

~ Must be analytical and accomplished in presenting to different levels/audiences.

Certification Required

~ N/A.

Physical Requirements

Normal office duties
Travel: 0% - 25%

Compensation Data

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).

 

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 (which includes pregnancy, childbirth, or related circumstances), 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