Senior Manager, Service Process & Performance

Location

Purpose

~ The Service Process & Performance Sr. Manager is responsible for the strategy, development, and management of in-dealer service process to achieve top rank JDP CSI, Customer Retention, Dealer Profitability and Parts Sales.

Major Responsibilities

Develop Dealer Best Practices for Fixed Operations

• Define the standards and best practices for in-dealer service process to achieve top rank JDP CSI, Customer Retention, Dealer Profitability and Parts Sales.
• Review & analyze all HMA service programs Division wide to assess the impact on Dealer service processes and customer satisfaction, and define how to integrate into the existing process.
• Participate in industry events / forums and benchmark competitors to identify, select and incorporate innovative process and programs into the Hyundai best practice process.
• 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.
• Develop dealer performance groups for service and parts. Leverage these teams to improve performance, develop new best practices, and receive feedback on Hyundai programs.
• Work closely with the Field Ops and Regional teams to manage a quarterly service process review that will ensure dealers are following the defined service process to achieve high customer satisfaction.
• Work closely with Service Training and Operational team to develop a strategy for implementing best practices in dealership.
• Oversee the National Service Garage fleet maintenance team. Responsible for the entire managed service provider contract, performance, and results. Utilize the service garage to develop and test new best practices for best dealer implementation.

Develop a Strategy to Achieve Top CSI Results

• Develop and implement the tactical strategy to improve JDP IQS, CSI and VDS with overall Service Process definition and best practice sharing.

Major Responsibilities (continued)

• Manage the service incentive program to drive customer satisfaction and dealer employee retention. Develop program rules, oversee the budget, and align objectives with JDP CSI gaps to best in class.
• Develop a Hyundai fixed ops consulting model to improve profitability and customer satisfaction for Hyundai Dealerships. 
• Create a Car Care Express sustainment and future model by working closely with the Service Analysis team, Field Ops team and others to define the process, reports and KPIs.
• Create new business models for the future of service. Define a process, business case, and supporting tools for dealers to implement new business models like mobile service, roadside assistance, and more.

Reporting and Analysis

• 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.
• 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.

Vendor Management and Operations

• Oversee and manage vendors and partners related to Dealer Processes.
• Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. 

• Prepare proposals, planning and all supporting documents required for program procurements.
• Prepare and manage program budgets and forecasts.  Monitor, track, and control budget spending.
• Maintain and update monthly budget tracking spreadsheets, identify variances and follow up with business owners to document the situation.

Authority

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• Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services. Also includes review of and recommendations for supplier agreements, purchase requests, budget, and invoices.
• Develop and manage program budgets.
• Decision making in both strategic and tactical action for Parts and Service performance initiatives.

Education

Related Experience

~ Six to seven years of experience of which at least five years are directly related experience in automotive fixed operations.

~ Three to five years automotive OE field experience calling on retail dealerships (fixed operations required, sales operations a plus).

~ Three to five years experience in cross-functional program management.

~ Three to five years 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 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).