Senior Manager, Service Process & Experience

Location

Purpose

• The Senior Manager, Service Process & Experience is responsible for development, implementation, management, and communication of all elements/initiatives of dealership retail aftersales experience.
• This position plays a critical role in improving customer experience/satisfaction, customer retention/loyalty, aftersales performance, and dealership profitability.
• Through effective CX programs and utilization of key data/metrics/tools, this position will achieve operational excellence and close the gaps in retail dealership processes. 

Major Responsibilities

• Responsible for day-to-day management and/or development of Customer Experience programs. (e.g., Dealership Evaluation, Mystery Shop, Consulting, Service Retention, Sales to Service handoff, Best Practices, Mobile Service, Express Service, Pickup/Delivery, Off-site Service, Roadside and Other Capacity Support programs, etc.)
• Develop strategies and tactics to improve industry benchmark studies such as CSI, SSI, IQS, and NADA Dealer Workforce Study. 
• Lead and support various CX initiatives and ideations to move Hyundai’s retail dealer network towards providing “modern retail” experiences (e.g., new retail initiatives, adapting innovative retailing tools to promote seamless/frictionless aftersales experience)   
• Define the standards and best practices for in-dealer service process to achieve top rank CX, Customer Retention, Dealer Profitability and Parts Sales.  

• Participate in Regional meetings and visit Dealers regularly to receive feedback on service processes and programs.   Adjust and refine best practices base on such feedback.
• Support dealer performance groups for service and parts. Leverage these teams to improve performance, develop new best practices, and receive feedback on Hyundai programs.
• Develop a Hyundai fixed ops consulting model to improve profitability, parts sales and customer satisfaction for Hyundai Dealerships.  

Major Responsibilities (continued)

• Compile, update and distribute regular reports (daily, weekly, monthly) for Dealers, Field, HMA corporate and management.
• Integrate raw data into Excel and PowerPoint charts and slides that can be used for performance management. (Advanced level proficiency in PowerPoint and Excel are critical)
• Coordinate, develop and present department proposals and results for a broad range of audiences including HMA Executive Management, HMC Executive Management, Dealership and Field personnel.
• Define, implement and report on program performance metrics to ensure success of the initiative and calibrate plans accordingly. Collaborate closely with the Customer Feedback & Regional CX teams, using insights and trends from CSI, RX surveys, other relevant internal data, to customize region and dealer action plans for improvement. 
• Provide reporting and analysis for related programs regularly and as-needed basis to dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders   
• Coordinate, develop and present department proposals and results for a broad range of audiences, including dealers, internal AS/CX teams, HMA Field, and HQ executive management and stakeholders.   
• Responsible for developing and managing the budget for related programs, including but not limited to, tracking budget/variances/expenses, forecasting, monthly accrual submissions to Finance. 
• Responsible for managing vendors and supplier partners for related programs, including but not limited to, working with HMA Purchasing to complete all procurement related processes and documents for successful program launch and management. (PRs/POs, RFP, Scope of Services, Contracts, etc.). 

Authority

• Make key decisions on departmental programs, budgets, and tasks in association with Senior Group Manager of the department. 
• Oversee performance of suppliers and purchase process, including review of and recommendations for supplier agreements, developing scopes, and monitoring quality to ensure delivery of goods/service level agreement.  
• Develop and manage applicable program budgets and finance process, including invoice payments. 
• Decision making in both strategic and tactical action for retail process & customer experience / performance initiatives.  
• Operates with limited supervision and direction from the Senior Group Manager. 

Education

Related Experience

• Eight or more years of professional experience of which at least five years are directly related experience in automotive fixed operations.
• Three or more years of automotive OE field experience calling on retail dealerships (fixed operations required, sales operations a plus).
• Three or more years of experience in cross-functional program management.
• Three or more years of experience performing complex analysis with responsibility to apply results to strategic and tactical action.

Skills/Knowledge

• Automotive competencies, including Retail Service & Parts Operations, Marketing and Merchandising, Business Process Improvement.
• Must have broad knowledge of all Service and Parts related systems (OE and Dealership) and business processes.
• Proven and effective cross-functional program management skills.
• Thorough knowledge of dealership financial statement and understanding of fixed operations KPIs.
•  Must possess the ability to perform complex analysis and apply results to strategic and tactical action.
• Strong mathematic skills.
•  Excellent communication, interpersonal, and negotiation skills.
• Excellent organizational skills.
• Excellent time management skills.
• Advanced level proficiency in SQL, Access, Excel, Word.
• Expert level proficiency in PowerPoint.

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)