Senior Manager, Genesis Aftersales Field Operations

At Genesis, 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 Genesis, 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

NHQ

Purpose

• The purpose of the Senior Manager, Genesis Aftersales Field Operations position is to support the strategic parts, service, and customer experience efforts of the region, and the implementation of NHQ initiatives & programs at the regional and retail level, delivering superior KPI attainment & results.

Major Responsibilities

• Act as strategic liaison between the Regional Operations Manager and field After-Sales Market Managers (AMMs) to support Regional and National office (NHQ) initiatives and operations.
• Support mid to long term planning to create initiatives that further the company’s overall goals & KPI attainment.
• Lead regional after sales and customer experience (CX) improvement efforts.
• Coordinate with various departments and across regions to foster an exchange of ideas and provide cross-regional learnings & opportunities. 
• Coordinate vendor-based consulting visits and their action plans for the Region. Ensuring that all action plans are being distributed to the AMMs and then monitoring the action plan implementation.
• Identify customer experience and fixed operation opportunities within region; working to implement solutions to maximize KPI performance.
• Exercise discretion and identify opportunities to expand or shift course to take advantage of changes in the market and develop countermeasure proposals.
• Support Aftersales Market Managers in achieving/exceeding Regional KPIs.
• Act as region subject matter expert on advanced corporate initiatives including retailer action/improvement plans and EV readiness.

Major Responsibilities (continued)

• Monitor retailer performance/adherence to GMA policies and procedures in areas of Parts Purchases, Parts Inventory Control, Fixed Operations Training, Warranty Expense/Claim Management and Goodwill Management, Consumer Affairs Case Management with Buyback Management, Customer Satisfaction with focus on Owner Retention, Dealer Profitability, Dealer Facility and Processes along with general business operations.
• Coordinate onboarding, training, and development of Genesis regional staff, including the performance of After-Sales Market Managers.  This will involve numerous in-retailer sessions with the AMMs to monitor their progress.
• Support SGM, Genesis Regional Operations (ROM) in assigned regions by assisting with regional meetings, project planning and other strategic matters.
• Generate regional reporting for Genesis NHQ.
• Support other ad-hoc projects as necessary.

Authority

• Develop regional retailer contests and to make recommendations to region and NHQ management.
• Performance management of direct reports.

Education

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

Related Experience

• 8 or more years of automotive experience in operational and/or field positions.
• Luxury automotive experience (OEM or retail), a plus.
• Prior supervisory experience preferred.
• Experience with customer service initiatives also critical.

Skills/Knowledge

• Excellent problem solving and analytical