Senior Manager, Genesis Field Ops & VOC Mgmt

Job description

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. WORK MODEL #LI-OnSite WHAT YOU WILL DO The purpose of the Senior Manager, Genesis Field Operations & VOC Management position is to lead Genesis Motor America’s (GMA) Voice of Customer (VOC) and quality escalation program as well as coordinate initiatives developed and approved by the CX, Training, and Aftersales Operation teams. This position is both operational and strategic in nature, this position will be able to regularly display analytical and investigative skills while also facilitating and influencing broader, strategic discussions. This position will work closely with key stakeholders within GMA to support CX, Training, and Aftersales initiatives while working cross-functionally with other GMA/HMA teams, suppliers, and partners. HOW YOU WILL MAKE AN IMPACT Request, research, and escalate VOC and product quality concerns from various submission sources to improve guest and product experience. Coordinate solutions with GMA, HMA, MOBIS, GLOVIS, and strategic partners to ensure timely resolution and follow-up of escalations. Digitize VOC escalation strategy to improve visibility, tracking, and reporting. Develop program improvements and conduct needs assessments as programs evolve. Define KPIs and implementation timelines for VOC and product quality solutions. Attend daily quality meetings and participate in quality-related TFTs and workshops. Lead reporting activities, including daily tracking, weekly issue selection, weekly reports, and monthly overview reports for governance meetings and executive leadership. Collaborate with division leadership to formulate and communicate short- and long-term departmental vision and strategy. Partner with GMA Field leadership to coordinate field-facing CX/AS initiatives, communications, training initiatives, and program enrollments. Support CX/AS teams on company-wide system and platform initiatives, including DPM, DCM, and product/service GTM activities. Report system and platform changes that may impact CX/AS long-term strategies and planning. Develop content and topics for department-led meetings, including AFOM meetings, AMM trainings, and CX/AS Sub Committee meetings. Develop and coordinate presentations for Monthly All-Retailer Calls and Monthly All-Field Calls. Serve as subject matter expert for VOC, quality issue escalations, and CX/AS strategy and planning initiatives. Provide recommendations to senior leadership supporting organizational direction and future success. Support additional sub-division projects and operational initiatives as needed. Responsible for performance management and development of assigned direct reports. WHAT YOU WILL BRING TO THE ROLE Bachelor’s degree preferred. Master’s degree a plus. Eight or more years of automotive experience in operations and field roles preferred. Luxury dealership experience (OEM or retail) a plus. Prior supervisory experience preferred. Experience with customer service initiatives. Project management experience preferred. Excellent problem-solving and analytical skills. Superb written and oral communication skills. Highly effective verbal and written skills with the ability to make dealer and regional presentations. Ability to manage time effectively, prioritize tasks, set goals, and develop systems for achieving those goals. High level of strategic thinking capability and business acumen. Strong computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook. System background and support experience preferred. WHAT HYUNDAI CAN OFFER YOU Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance) Holiday Pay - the company shuts down with pay between Christmas and New Years. Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts 401(k) retirement plan with Employer Match Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution Vacation and sick time off Employer-paid basic life and disability coverage, including Paid-Family Leave. Mental health, wellbeing, and employee assistance program Health advocate (support) Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees. External Training and Development Programs Compensation Range: $114,800.00 - $164,000.00 annual base salary WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page. OTHER DETAILS Physical requirements: Normal office duties. Travel to key GMA Retailers or events throughout the US (~10%). 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.