Manager, Customer Care Training

Date: May 30, 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

  • This position is responsible for the creation and implementation of training processes across both Hyundai & Genesis Customer Care Vendor partners and internal associates.
  • This position serves to successfully design, prepare, and deliver world-class training to Customer Care operations, to promote brand alignment and luxury service. This position assesses and anticipates training needs, develops, and implements training requirements, monitors deployed training success.
  • The Manager will formulate partnerships across the Customer Care departments to identify training needs for Vendor partners and individual coaching opportunities, evaluate, and monitor training programs to ensure success and optimize future content strategies.

Major Responsibilities

  • Use advanced knowledge to design and develop engaging and interactive training content, presentations, manuals, and multimedia resources, training plans, training events, program communications, reporting billing, and training Portal.
  • Identify training needs for Vendor partners and internal associates. Monitor the performance of the content, using insights to refine and optimize future content strategies.
  • Create knowledge base cards, collaborate with the vendors to create/enhance cards, and update/approve cards with Guest Experience being the focus + continuous improvement on call center processes.
  • Support Vehicle Launch Readiness Activities and Launch Gate Meetings to ensure call center is trained and ready.
  • Work with IT groups, assist in designing, documenting, launching, and enhancing systems and operational interfaces related to training programs and websites.

Major Responsibilities (continued)

  • Document and maintain department procedure & policy for above programs (e.g., dataflow to/from Vendors, report procedures, program approvals).
  • Exercise independent judgement to develop business requirements, test scripts, and performs user acceptance testing as required.
  • Analyze trends and metrics in partnership with Customer Care to develop solutions, training, and policies.
  • Maintain budget, including annual development, monthly accruals, ongoing monitoring, and reconciliation. Includes overall training department budget.
  • Partner with senior management to establish goals and develop strategy and objectives, ensuring content is tailored to meet the business needs.
  • Cultivate a culture of continuous improvement and learning by providing feedback to Vendors on performance measures and providing input on enhancement opportunities.
  • Distribute surveys and knowledge checks to Vendors to assess opportunities and provide insights to leadership on business needs.
  • Develop supplemental training materials to support model launches, updated policies, process changes, and brand initiatives.  
  • Strategize with leadership teams on program development for targeted certifications within call center operations.
  • Develop and manage direct reports and other colleagues as required; provide development, training, coaching and direction to ensure employees are meeting requirements of position, including ensuring development for future opportunities.
  • Perform other duties and assignments as determined by management.
  • Support and lead special projects.

Authority

  • Independently create and implement training to Vendors and internal support departments. Involve department manager as needed.
  • Exercise independent judgement to identify issues, provide feedback and improvement opportunities.
  • Create, submit, and track POs, invoices, and budget management.
  • Build strategies and initiatives to create and support improvements in financial reports.
  • Initiate and oversee training of Vendors and internal support departments. Includes developing scope, monitoring quality.
  • Independently review and approve deliverables from Vendors and internal support departments, including but not limited to analysis, reports, presentations, and vendor communications.
  • Interface with Vendor and internal departments to implement department training programs.
  • Manage IT and Vendor resources through direct authority or influence.
  • Provide teams with feedback and identified opportunities for training and knowledge base processes.

Education

~ Bachelor’s degree required.
~ Master’s degree a plus

Related Experience

  • Six or more years of Training Experience is required.
  • Strong analytics & process background.
  • Project Management experience desirable.
  • Budget Management / SAP experience desirable.
  • Call Center experience

Skills/Knowledge

  • Skilled at working in a cross-functional environment, with strong capabilities in influencing others to achieve the desired outcome.
  • Excellent knowledge of Word, Excel, PowerPoint and other Windows based computer programs.
  • Ability to quickly grasp and fully use specialized programs such as Siebel and Salesforce CRM.
  • Strong analytical, written, and oral communication skills. Detail-oriented.
  • Excellent organizational, critical thinking, and follow-up skills.
  • Creative problem solver with a passion for continuous improvement.
  • Proficient oral and written communications.
  • Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
  • Ability to work independently, manage time effectively, and deliver quality content consistently under tight deadlines.
  • Excellent oral and written communication/ presentation skills.
  • Excellent time management, organization, and follow-up skills.
  • Willingness to learn new programs and share learning with others.

 

Certification

  • Training Curriculum Certification

Physical Requirements

Normal office duties
Travel: 25% - 50%

Work Model

#LI-Hybrid (60% Onsite/40% Remote)

Affiliate

#Hyundai

Compensation

$86,800.00 - $124,000.00 Annual

Benefits

  • Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
  • Holiday Pay - the company shuts down with pay between Christmas and New Years.
  • Vacation and sick time off
  • Healthcare insurance (medical, dental, and vision)
  • 401(K) company match
  • Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
  • Basic life insurance, short- and long-term disability
  • Mental health, wellbeing, and employee assistance program
  • Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

 

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