Senior Manager, Regional Consumer Affairs - MSR

Date: Dec 7, 2024

Location: Greenwood Village, CO, US, 80111

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

Central Region
Eastern Region
Mid-Atlantic Region
Mountain States Region
South Central Region
Southern Region
Western Region

Purpose

  • Manage the day-to-day functions of the Consumer Affairs Department to ensure correct and timely handling of Hyundai consumer inquiries and conflicts to support HMA goals of Hyundai Owner Satisfaction and Retention.  Manage the Regional Consumer Affairs staff, set goals and objectives for the Region CA department for successful management of cases; coordinate BBB and/or state supported arbitration hearings and related administrative activities to fulfill HMA’s required concern resolution decisions.

Major Responsibilities

  • Work with DPSM’s, dealers, National Consumer Affairs/ 800 Call Center and legal counsel as appropriate to resolve customer concerns in a manner which both enhances customer satisfaction and achieves cost-effectiveness.
  • Oversee the administration of the VOR process to promote Hyundai Owner Retention and reduce the number of buy-backs due to parts delays or a delay in repair of the vehicle.
  • Coordinate final repair attempt activities with the FSE Captain and staff.
  • Oversee the replacement or repurchase process; monitor disposition of repurchased vehicles to meet HMA guideline of 90 day maximum inventory age.
  • Oversee meeting legal requirements and deadlines of BBB, State Lemon Law and DOT hearings.

Major Responsibilities (continued)

  • Ensure that documentation relating to such hearings meets the legal requirements of each state and that the various deadlines associated with each are met
  • Direct the activities of the CA department staff. Train CA Analysts and administrative support personnel.
  • Make recommendations regarding Regional consumer affairs activities; establish goals/objectives/processes in conjunction with annual business planning processes with the RPSM.  Keep the RPSM apprised of all significant issues pertaining to CA cases.
  • Assist in the training of DPSM’s in the use of HMA systems designed to support and control CA activities.  Coordinate Legal department training for dealers regarding Lemon Law issues.
  • Perform all other assigned duties (Duties that are ancillary to this position and/or complement the essential duties) as required.

Authority

  • Exercises considerable judgment in determining the appropriate course of action to address individual owner issues that could result in administrative or legal review. Responsible for the administrative and development aspects of supervising the Regional consumer affairs staff, including performance reviews, training plans, and development plans.

Education

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

Related Experience

  • Eight or more years of relevant experience of which at least five years of directly related experience in automotive operations.
  • Two to three years of supervisory experience desired.

Skills/Knowledge

  • Analytical, negotiating and problem solving skills.
  • Excellent organizational and detail oriented skills required.
  • Highly developed Interpersonal skills.
  • Strong written and oral communication skills.

Certification

  • N/A

Physical Requirements

Normal office duties

Work Model

#LI-Hybrid (60% Onsite/40% Remote)

Affiliate

#Hyundai

Compensation

$107,800.00 - $154,000.00 Annual

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)

 

 

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: Denver