Senior Group Manager, Service Process Strategy & Integration

Location

Purpose

• The Senior Group Manager of CX Strategy and Integration provides thought leadership and coordination in support of the North America Chief Customer Officer and in alignment with the parent company mission, vision, and “Hyundai Way” of working, to inspire, define, implement, measure and improve the overall customer strategy across the NA region, the Genesis and Hyundai brands, related stakeholder divisions and within the NA CS division core responsibilities.

Major Responsibilities

• Serve as the “Chief of Staff” for the HGMNA Chief Customer Officer (CCO), providing thought leadership and coordination to inspire, define, implement, measure and improve the overall customer strategy across the NA region and across brands and divisions and within the North America Customer Satisfaction Division.
• Serve as the HGMNA Customer Center of Excellence (COE) leader in alignment with the parent company Customer COE and lead the team that coordinates across regions, brands, and divisions to define, implement, measure and improve the overall customer strategy, including but not limited to the effective use and evolution of the Connex platform and other related systems in partnership with HMNA Digital Business Planning Department of Customer Management.
• In alignment with the parent company Global Service and Owner Experience organizations, leads the coordination of the NA region/country “Service” strategies and business plans that are owned by each country to share and implement best practices and identify and assist with process and needs that are similar across NA Countries and brands. Example: The implementation of the North American Dealer Service Process Standards (DSOM) in alignment with the parent company Global Service organization.
• Support the CCO to inspire, define, implement, measure and improve the NA CS Division’s annual and mid-term business plan. Design framework, facilitate workshops, integrate goals and plans from all departments, and align with corporate strategy. NA CS sub-divisions include 1) Quality & Service Engineering, 2) Customer Care and 3) CX Strategy and Integration.

Major Responsibilities (continued)

• Direct the NA CA division’s annual budget planning and align with business plan. Produce monthly, quarterly, and ad hoc reports to monitor expenses and identify issues or opportunities. Liaise with Finance on division needs, priorities, and issues.
• Manage NA CS division governance, i.e., report goal progress monthly and quarterly, develop executive presentations monthly and ad hoc, facilitate strategic meetings, and support region CS committees.
• Lead the vehicle launch readiness process for all new and major facelift models to ensure the CS division and other participating divisions are prepared for successful vehicle launch. Oversee schedules and launch gates, publish executive reports, and deliver presentations. Identify opportunities and mitigate risks.
• Lead the team responsible for collecting and reporting and identifying insights, trends and priorities for the “Voice of Customer (VOC)” feedback related to the Product Experience and Customer Care Experience.  Collaborate with other divisions to develop an aligned strategy for VOC feedback with the objective to maximize advocacy as measured by “Net Promoter (NPS)” methodology.   Leverage sophisticated tools such as AI, Modeling and Tableau to Identify key drivers of NPS that are priority to maintain or improve.  In alignment with Global and local teams, develop, implement and utilize a VOC dashboard.
• Manage strategic initiatives, represent division on enterprise task forces and related areas to identify issues, best practices, and collaboration opportunities across product, dealer, and customer experiences.
• In-order to maximize employee engagement and ensure effective operations, deeply engage in the “Great Place to Work” strategy in collaboration with HMNA HR.  Inspire, Identify and assist implementation of actions.  Leveraging best practice methodologies, manage monthly division team meetings and ad hoc events, and oversee CX executive administrative support.

Authority

• This position has common senior group manager-level authority as defined by HMA HR/Finance policy.
• Operates with limited supervision and direction from the CCO, while providing inter-division and inter-region support.
• Makes strategic and tactical decisions about division strategies, plans, and performance indicators.
• Leads division budget consolidation and supports region budget planning. Escalates issues with Finance, as needed.
• Collaborate with Purchasing to source and manage supplier partners. Approve Purchase Orders and process/pay invoices, as needed, in adherence with finance approval policies.
• Employment decision-making abilities in designated area of responsibility. Hires, manages, reviews, and develops employees. Hires contractors, as needed.

Education

Related Experience

• Ten or more years of experience in strategy and operations in roles that involve management of goals, budget, and projects; research and analysis; and executive presentation development.
• Automotive industry experience preferred.
• Automotive Dealer Service/AfterSales experience preferred.
• Two years minimum and five years preferred utilizing sophisticated data tools such as modeling, AI, Tableau.
• Two to Five years of experience with Salesforce of a similar CRM platform preferred.
• At least five years of supervisory experience.
• At least five years of Supplier management experience.

Skills/Knowledge

• Able to perform independently with minimal supervision, in a fast-paced environment, under pressure, and delivering on multiple projects simultaneously.
• Strong critical thinking skills, including decision-making, problem-solving, and follow-up skills.
• Creative and innovative.
• Excellent interpersonal skills. Ability to influence across a wide range of management levels and with internal and external stakeholders.
• Excellent oral and written communication skills, especially with complex information presented to senior executives.
• Strong organizational, time management, and project management skills.
• Excellent data analysis skills.
• Excellent PowerPoint ability. Strong abilities in the use of Outlook, Excel, and Teams.

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)