Manager, Capacity

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Location

Purpose

• The Capacity Manager is responsible for the strategy, development, and management of key dealer programs and performance related to dealership capacity to achieve top rank JDP CSI, Customer Retention, Dealer Profitability and Parts Sales.

Major Responsibilities

• Manage Hyundai Service Programs:
  • Ensure dealer has adequate capacity (including physical dealer capacity, people capacity, and appointment capacity) to address IQS, CSI, VDS and Parts Sales within the After Sales division.
  • Manage existing Dealer Service Programs to improve dealer performance.
  • Support the launch of new Service Programs to help improve dealer performance.
  • Maintain database and tracking system to manage dealer capacity improvement plans to best support profitability & customer satisfaction for Hyundai Dealerships.
  • Identify process and technical integration opportunities with other service programs. Manage the technical development of programs and ensure proper integration and IT development between HMA and vendor entities.
• Collaboration:
  • Lead cross-functional teams for successful program development and implementation and monitor program performance.
  • Work closely with all regions to create plans to resolve dealer capacity issues.
  • Participate in Regional meeting and visit Dealer regularly to receive feedback on programs and dealer performance.   Adjust and refine best practices base on such feedback.
  • Work closely with Service Training and Operational team to ensure best practices for programs are implemented through various in dealer consulting personnel and through Service Learning Performance.
  • Work closely with Dealer Data Team to set and maintain standards based on industry benchmarking surveys
  • Participate in industry events / forums and benchmark competitors to identify, select and incorporate innovative process and programs into the Hyundai standards.

Major Responsibilities (continued)

• Reporting:
  • Coordinate, develop and design department presentations for broad range of audiences including HMA Executive Management, HMC Executive Management, Dealership and Region personnel.
  • Ensure proper tracking and program performance metrics/measurements are identified, implemented, and reported out on a regular and as needed basis.
  • Prepare proposals, planning and all supporting documents required for program procurements.
  • Prepare and manage program budgets and forecasts.  Monitor, track, and control budget spending.
• Manage Relationships:
  • Strengthen and maintain relationships between all 7 regions and NHQ – help bridge gap between program standards and field/dealer requirements.

Authority

• Manage vendor resources through direct authority or influence (define scope of work and ensure delivery of goods/services).
• Develop and manage program budgets.
• Decision making in both strategic and tactical a