Manager, Genesis Customer Care Operations

Date: May 9, 2023

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 managing all aspects of the Genesis Customer Care Tier 1 operations (Genesis Customer Care and Genesis Connected Services), the Genesis Customer Care Roadside Assistance (RSA) program and overall program and vendor management to effectively and efficiently provide the best customer experience. Responsibilities include developing and defining program requirements, developing and implementing contracts and amendments, managing the program budget, managing and influencing IT and vendor resources to ensure program requirements are implemented effectively and efficiently, identifying and monitoring appropriate KPIs of program success, defining and performing appropriate data analysis and reporting (including ongoing management reports), identifying and escalating risks, determining and managing the implementation of corrective action as needed, and managing all daily program communications.

Major Responsibilities

~ Responsible for self-initiated, daily program management and communications.

~ Lead for monitoring, managing, and presenting customer care launch support efforts to cross functional teams and executives. This includes ensuring that customer care has all items required (on time) in order to successfully support newly launched vehicles.

~ Responsible for compiling and QA for call center and ACLs (financial recovery efforts).

~ Direct vendor in reviewing and resolving retailer/customer concerns. Independently problem solves to address program challenges or improvement opportunities. Work with vendor to resolve complex escalated customer issues; propose solutions for process breakdowns; provide goodwill approval as required.

~ Coordinate and provide guidance to vendor at regular business reviews (joint HMA/GMA and vendor meetings).

~ Develop ideas for building a more efficient operation, coordinating review and implementation of these ideas with internal stakeholders.

~ Prepare and distribute monthly executive report detailing monthly and YTD transactions as well as recommendations for operational improvement and trends.

~ Design and perform analysis independently on current and historical program data to identify opportunities for brand building, operational efficiencies, system/customer/retailer enhancement and prepares recommendations and/or implements as approved.

~ Actively participates in defining business requirements, translating those requirements into RFP’s and SOW’s, and ensuring that these requirements are effectively met (requires strong management of vendors and business partners).

Major Responsibilities (continued)

~ Manage the Genesis Roadside Assistance Program and provide strategic input for improvement.

~ Responsible for reviewing QA for call center and submitting ACLs (financial recovery efforts).  

~ Perform in-depth data analysis and prepares a comprehensive executive financial recap of the CPUs for the Roadside Assistance Program and projected future year costs to Finance department in conjunction with yearly budget preparation.

~ Develop ideas for building a more efficient operation and increasing customer satisfaction with the RSA program.

~ Set expectations and monitors vendor performance in accordance with the contract. Lead vendor to review and resolve retailer/customer concerns and to implement improvement opportunities including development of scripting, knowledge base, process handling of customers, and interfaces/interdependencies with other stakeholders or business partners such as IT.

~ Prepare weekly reporting based on customer interactions and improves processes based on inbound call concern trends and patterns.

~ Updates policies/contract/procedures as necessary to improve performance.

~ Work with vendor to resolve complex escalated customer issues; propose solutions for process breakdowns; provide goodwill approval as required. Escalates risks and issues as appropriate.

~ Collaborate and work closely with Hyundai counterparts to share best practices and streamline call center operations.

~ Work closely with Tier 2/3 vendor and internal teams for training, customer handling, quality monitoring, and process improvement.

~ Create and manage PO (including monthly reconciliation). Timely processing of invoices.

~ Reconcile department budget at the account level on a monthly basis using information from SAP and provide detailed report to management with recommendations/explanations as to variances and necessary corrective actions. Processes monthly and year end accruals as appropriate.

~ Complete special projects, assignments or tasks as deemed appropriate and assigned by management.

Authority

~ Independently review and approve deliverables from external partners and internal support departments, including but not limited to: reports, analysis, and presentations. Involve department manager as needed.

~ Independently train new team members.

~ Provide team feedback and oversight.

~ Budget oversight and approval as appropriate for level.

~ Supervise assigned direct reports.

~ Approve goodwill as appropriate.

~ Approve time sheets of temporary staff, as needed.

~ Create, submit, and track POs, invoices, etc.

~ Independently review and approve deliverables from external partners and internal support departments, including but not limited to: reports, analysis, and presentations. Involve department manager as needed.

~ Independently train new team members.

~ Provide team feedback and oversight.

~ Budget oversight and approval as appropriate for level.

~ Supervise assigned direct reports.

~ Approve goodwill as appropriate.

~ Approve time sheets of temporary staff, as needed.

~ Create, submit, and track POs, invoices, etc.

Education

~ Must be a high school graduate
~ Bachelor’s degree preferred
~ Master’s degree a plus

Related Experience

~ 8-10 years of experience in a business management / call center related environment, preferably in the automotive industry with an OEM.

~ Must have +5 year in customer service in supervisory role.

~ Automotive industry with customer satisfaction / call center experience with: Warranty policies, Lemon Law, and internal operations.

Skills/Knowledge

~ Skilled at working in a cross-functional environment, with strong capabilities in managing and 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 under pressure of deadlines and manage multiple priorities.

~ 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 Required

~ N/A

Physical Requirements

Normal office duties
Travel: 0% - 25%

Work Model

#LI-Hybrid (80% Onsite/ 20% Remote)

Compensation

$103,700.00 - $140,300.00 Annual

Affilate

#Hyundai

Benefits

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