Manager, Connected Car Technical Ops

Reports to

Senior Manager, Connected Car Operations

Location

Exempt Status

Vehicle Benefit

Purpose

~ This position is responsible to work alongside internal and external IT partners/vendors to monitor the overall telematics operations functionality, effectiveness and recommends methods to improve efficiency, service and cost reduction. In addition, the candidate shall be responsible for managing all activities related to the successful performance of Connected Car Technical operations, process and reporting systems and day-to-day issue management. The role manages, directly, through subordinate professionals, consultant resources, Vendors/Partners, and HMA affiliated companies all administrative and functional Connected Car Technical operations. This includes, but not limited to, production issues, quality issues, difficult to use, enhancement and sprint release approval, reporting, system analytics, vendor management, contract negotiations and customer care. In addition, this position is responsible for implementation of Connected Car vision, operational plan and strategy, Develops goals and objectives and establishes schedules for periodic platform reviews. This Position utilizes a combination of managerial, professional, business and technical systems knowledge and skills.

Major Responsibilities

~ Primary lead for overall day-to-day issue management for Connected Car Eco system including Executive related requests, Incidents, Outages and maintenances. Provides operational consultation to senior management

~ Evaluate and continuously monitor Connected Car Systems for issue and performance trends.

~ Host and manage Issue Triage meetings and test sessions with respective vendors (as required) to lead Root Cause identification through successful implementation and validation.

~ Responsible for managing all activities related to Production validation and successful performance review of Connected Car processes and systems.

~ Manages all evaluation of system performance metrics and reports to identify findings and recommend changes to business systems (PCRs) Periodically conduct technical review of the Connected Car systems health and report issues/gaps and the mitigation/improvement steps.

~ Oversee consultants/contractors that provide technical operations support and Participate in testing and validation with suppliers and Hyundai affiliates such as HATCI, HATA and HAEA.

~ Author and Manage Test Plans for all Connected Vehicle Systems and Author Validation Reports summarizing issues found and risk identification for (Mobile Apps, Sprint Releases, In-Vehicle Testing, and Vendor Portals) as required.

~ Author and update documentation that captures Connected Car systems and operational processes

~ Participate in Release Change Control Board (RCCB) meetings and ensure that all dependencies are met for each release to ensure a successful validation. Approves analysis and write ups prior to Production releases to business unit management.

Major Responsibilities (continued)

Authority

~ Modify and Maintain the enterprise wide Connected Car release schedules across all partner/vendor systems

~ Lead issue management process and governance steps to ensure highly available and resilient systems across the Connected Car landscape

~ Effective and timely communication to management and business partners on resolved Connected Car technical operations issues, incidents or maintenances

~ Make appropriate operational decisions in the absence of the Sr. Manager.

~ Supervise Connected Car Technical Operations activities and Validation of current and future telematics services.

Education

Related Experience

~ Six to seven years of experience of which at least five years of directly related experience in automotive, with Technical Operations, systems Validation, and vendor relationship management.

~ Three years of recent Telematics technical experience desired.

Skills/Knowledge

~ Must have operational and issue management expertise

~ Good understanding of general automotive technology (Telematics, Automotive Apps, preferred) and/or consumer electronics.

~ Vendor management experience including Change Requests authoring required.

~ Proficiency in the use of the Microsoft Office package required.

~ Call Center, Billing, and Service systems knowledge desirable.

~ Knowledgeable about Wireless Technologies and Telematics systems.

Certification Required

~ ITIL Certification Preferred

Physical Requirements

Work Model

Compensation

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).