Director, Customer Care

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Location

Purpose

• The Director, Customer Care is the strategic and operational leader responsible for providing industry leading omni channel customer care for the Hyundai (modern/mass market) and Genesis (luxury) Brands in the United States.
• This role also serves as the strategic leader/champion for customer care for Hyundai Motor North America/Strategic Region, helping the similar groups in the other region countries align on strategies, best practices, and explore/implement aligned operations.

Major Responsibilities

• Directly lead internal & outsourced teams responsible for providing effective, enthusiastic, & efficient multi-channel customer care for 10M plus Hyundai (volume mainstream brand) and Genesis (luxury brand) customers in the US Market Including:
  • Hyundai and Blue Link Tier 1 Customer Care through Phone, Email, Chat, Web.
  • Hyundai Roadside Assistance.
  • Hyundai Tier 2 / 3 Case Management.
  • Genesis and Genesis Connected Services Tier 1 Customer Care through Phone, Email, Chat, Web.
  • Genesis Roadside Assistance.
  • Genesis Tier 2 / 3 Case Management, Recall and other similar action support.
  • Customer communications and support for recalls and other similar customer care actions.
• Determine the needed mix of internal capability/capacity and outsourced capability/capacity. In alignment with Purchasing & Legal, create strategy, scope & KPIs for RFP and vendor/partner selection, contracting and operational performance management for functions that are outsourced. Ensure capacity algins with volume.
• Customer Care/Case Management: Set the strategy for and oversee the process and operations to provide customer case management support in collaboration with dealers, regions, technical support, parts, legal and key vendors/partners. Ensure effective compliance with all applicable “lemon laws” and effectively decision/transact vehicle repurchase when necessary. Maximize owner recommendations/repurchase loyalty while minimizing costs all costs and avoiding litigation. Represent company in court for dispositions related to customer care cases.
• Leverage Case Management to develop and implement a new employee / field manager onboarding and development program that results in both effective case management and a pipeline of well qualified field managers to be deployed to regions.

Major Responsibilities (continued)

• Develop and operate the “Customer Action Process” leveraging available data, applying analytics and workflow to predict and react to customer experiences and initiate action to maximize owner enthusiasm/loyalty and syndicated industry survey results (JDPower, Consumer Reports, etc.) while minimizing costs.
• Leverage Customer Care data as a “Voice of the Customer” champion to identify and report on processes and polices that need improvement to both reduce the need for customer care and to improve the overall customer experience. Lead discussions with related divisions / departments to drive the needed improvements.
• In alignment with the Chief Customer Officer and the HMNA governance process, host and administer the “Customer Experience Executive Committee” for executive review and direction of the customer care strategy, processes, and performance.
• Collaborate with Finance, Directors of Warranty and Quality, and related HMC global teams to track and recover customer care/ goodwill cost and drive improvement of the “Total Cost of