Manager, Dealer Service Programs

Location

Purpose

• Implement & manage After Sales programs to improve customer experience & dealer profitability.
• Oversee supplier selection and relationship management for all assigned programs in the Service Programs & Analysis group.

Major Responsibilities

Program Management

• Implement and manage customer satisfaction programs that improve customer experience and dealer performance. Program Management actions include:
  • Communicating - Program launch, progress, and results via e-mail, web, reports, and presentations.
  • Budgeting - Annual development, monthly accruals, monitoring, and reconciliation for assigned programs.
  • Documenting - Manage department processes for assigned programs (i.e., dataflow to/from suppliers, report procedures, program approvals); identify issues and opportunities, implement process improvements.
  • Monitoring – Continuously measure effectiveness of active programs and processes, make revisions as necessary to improve the service and/or product provided.
  • Integrating - Manage the technical development of programs and ensure proper integration and IT development between HMA and vendor entities.

Operations

• Address questions or inquiries about assigned programs from National and Regional management, dealers, and customers. Resolve issues and help motivate dealer behavior to achieve desired HMA objectives.
• Compile & coordinate status decks for assigned programs to keep the department on track with reporting needs.
• Ensure Dealer billing & price changes, as applicable, are completed in a timely manner.
• Collaborate with other HMA internal stakeholders (CX, Field Ops, Legal, Purchasing, etc.) to ensure programs meet Division & Company needs.
• Ensure proper tracking and program performance metrics/measurements are identified, implemented, and reported on a regular and as needed basis.

Major Responsibilities (continued)

Budget / Purchasing

• Maintain supplier agreements, change notices, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
• Department Budget – monitor budget compliance through review of monthly reports & identify/resolve variance issues and concerns as requested. Prepare and manage program budgets and forecasts. Monitor, track, and control budget spending.
• Oversee supplier selection and relationship management, including proposals (RFP) and Scope of Service development as required for program procurements. Review and approve deliverables. Ensure Hyundai needs and expectations are met.

Relationship Management

• Strengthen and maintain relationships between HMA Regions and NHQ; identify and close gaps between program standards and field/dealer requirements.
• Participate in Regional meetings and Dealer visits to receive feedback on programs and dealer performance.  Adjust and refine best practices based on feedback.
• Participate in industry events / forums and benchmark competitors to identify, select, and incorporate innovative process and programs into the Hyundai standards.
• Manage staff, effectively coach, counsel, and develop 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.

Authority

• Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services.
• Review of and recommendations for supplier agreements, purchase requests, budget, and billing services for vendor programs.

Education

Related Experience

• Six or more years of experience. Preferably in automotive OEM fixed operations.
• Three to five years in cross-functional program management.
• Retail parts and service background a plus.
• Three to five years automotive OEM field experience interacting with retail dealerships a plus.

Skills/Knowledge

• Communication skills to prepare and deliver formal presentations to executive management, Regions, and Dealers.
• Must possess the ability to perform complex analysis utilizing a database management system and apply results to strategic and tactical action.
• Writing skills to prepare proposals and business correspondence.
• Advanced level proficiency in Word, Excel, PowerPoint, Outlook, Teams, etc.
• Automotive competencies, including Retail Service & Parts Operations, Marketing and Merchandising, Business Process Improvement.
• Broad knowledge of Service and Parts related systems (OE and Dealership) and business processes.
• Proven and effective cross-functional program management skills.
• Excellent interpersonal and negotiation skills.
• Excellent organizational & time management skills.

Certification

• N/A.

Physical Requirements

Work Model

Affiliate

Compensation

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)