Senior Manager, Satisfaction Tracking Studies

Location

Purpose

~ Comprehensively represent the “Voice of the Customer” for Quality (product quality and call center) by monitoring and measuring the customer experience with the product in general and through the call center to identify trends, connections, gaps, issues, and opportunities.

~ Improve the customer experience by providing easily digestible and meaningful insights to executives and partnering groups to support and partner with all areas of Hyundai to make meaningful changes improving the Customer Experience.

~ Manage the administration of customer satisfaction survey programs (product quality and call center) and survey business partner relationships ensuring timely, accurate and actionable feedback, RFP creation, vendor identification, contracting, and program execution through all channels.

~ Collaborate with HMNA Quality and Customer Care groups to help lead Hyundai owner satisfaction programs with the intention of raising the bar for the Customer Experience.

Major Responsibilities

~ Act as the point of contact (POC) for all vendors, creating a collaborative environment, while supporting and articulating Hyundai’s strategic needs for Customer Feedback ensuring vendors can and do accomplish the outlined scope.

~ Responsible for the management of the Customer Feedback programs with respect to product quality in general and through the call center, including decision making at regularly scheduled status and development meetings, managing change requests and approval decks, creating RFPs, service scopes, PRs, agreements, and contract renewals.

~ Make recommendations on all survey and feedback mechanism policy and procedures that will result in effecting change at the internal department, divisions and dealership/regional levels, as well as long-range improvements in the subject area.

Major Responsibilities (continued)

~ Implement standards and procedures to enhance overall quality feedback deliverables to improve the overall processes. Develop tracking tools to gauge process improvement and internal department/division and dealer/regional standing versus objective.

~ Support the documentation of all programs processes to ensure consistent management and understanding between all parties, the communication with stakeholders in multiple capacities (region/field communications, DCS messages for dealers), the regular updating of the associated documentation in all associated Repositories and SharePoint sites for alignment.

~ Effectively coach, counsel and develop staff. Utilizing the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the division and company.  

Authority

~ Own relevant business metrics, while monitoring changes in KPIs that impact performance.

~ Conduct hiring interviews, make hiring recommendations, extend approved hiring offers. Prepare and conduct annual reviews and employee development plans. Recommend annual merit increase allocation.

~ Collaborate with Purchasing to source & manage vendors who provide services related to the sub-division.

~ Expense report approval for direct reporting staff.

~ Responsible for department PR/PO documents associated with projects for survey delivery and enhancement.

Education

Related Experience

~ Own relevant business metrics, while monitoring changes in KPIs that impact performance.

~ Conduct hiring interviews, make hiring recommendations, extend approved hiring offers. Prepare and conduct annual reviews and employee development plans. Recommend annual merit increase allocation.

~ Collaborate with Purchasing to source & manage vendors who provide services related to the sub-division.

~ Expense report approval for direct reporting staff.

~ Responsible for department PR/PO documents associated with projects for survey delivery and enhancement.

Skills/Knowledge

~ Ability to deliver complex projects on time and within budgetary guidelines.

~ Exceptional written and oral communication skills.

~ Strong interpersonal and leadership skills.

~ Ability to collaborate with people at all levels of the organization.

~ Ability to manage budgets, payments and schedules.

~ Ability to manage by influence as well as authority.

~ Ability to work on multiple projects and set priorities.

~ Ability to identify/quantify business opportunity as it applies to process improvement and retail operations.

~ Ability and willingness to travel periodically.

Certification Required

~ N/A

Physical Requirements

Work Model

Compensation

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).