Senior Manager, Dealer Service Process & Experience

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

Purpose

• The Senior Manager, Dealer 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 dealership profitability, customer experience/satisfaction, customer retention/loyalty and aftersales performance
• 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 development of Dealer Service 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 sta