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Director, Customer Experience & Support at Hyundai Motor America in Fountain Valley, California

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time





Job Description:

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.

 


Purpose:

~ The Director, Customer Experience leads the Hyundai USA enterprise wide cross functional effort to define, implement, measure and support achieving an industry leading customer experience.  Directly lead the teams responsible for providing Owner Communications/Service Marketing, Customer Feedback and Customer Support via multiple channels.

 

Major Responsibilities:

~ Support the Chief Customer Officer to host and administer the “Customer Experience Committee” for executive review and direction of the customer experience. This includes the development and publication of the enterprise wide CX Scorecard and publishing the agenda and assignment tracking for the CX cmte

~ Participate in CX industry events / forums and benchmark competitors to identify, select, and incorporate innovative process and programs into the Hyundai best practice process.

~ Work in partnership with HMC, Other HMA Divisions, Customer Satisfaction Division Departments, Dealers/Retailers and other partners/vendors to deliver an optimized customer experience resulting in HMC success, HMA Profit and Parts Sales/Profit, Dealer Profitability/Satisfaction, Top ratings in CR overall brand rank, JDPA SSI, IQS, CSI and VDS, and benchmark levels of owner recommendations and repurchase loyalty and vehicle sales.

~ Effectively hire, train, motivate, retain and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.

~ Directly lead departments and teams responsible for:

      ~Enterprise wide cross functional collaboration to ensure alignment and coordination of efforts to define the customer journey and deliver an industry leading customer experience in compliance with privacy and related regulations/policies.   Collaborate with groups such as HMNA CX, HMA Privacy office, HMA Marketing/CRM, Digital Business Planning, Customer Satisfaction, Hyundai Capital, etc.

     ~Customer Feedback.  Manage the system for collecting, analyzing and enabling taking action on customer feedback. Ensure the customer feedback collection methods are fully integrated with the customer communications strategies to optimize feedback rate while minimizing duplication of touchpoints and “opt out”.   Provide a service to other groups/process owners to support their customer feedback needs and enable the process owners to have a stable independent measurement system as well as a platform to aid them driving improvement of their processes. (ie.  Product/Quality feedback, Sales Satisfaction, Service Satisfaction, etc )

     ~Owner Communication/Service & Parts marketing. An integrated Tier1 and Tier3 multichannel effort to help the vehicle owners/users maximize their experience through education, information, engagement, feedback, motivation and alerts/actions to achieve various business KPIs such as service retention, parts sales, dealer profitability, connected vehicle revenue, top syndicated survey results, etc.

     ~Owner Web and App.  Collaborate with Digital Business Planning to develop business strategy and requirements to support owners via the latest available digital user interfaces.  Partner with Digital Business Planning and AutoEver who manage the applications

     ~Contact Centers: provide effective, enthusiastic and efficient multi-channel support of vehicle owners/users via the Hyundai Customer Care Center, Blue Link Customer Care Center as well as effective Roadside Assistance, Recall and Class Action Support. The contact centers also play a vital role in support of key company objectives such as IQS, CSI, Service Retention, Blue Link operations and revenue, etc.

     ~Customer Care/Case Management: Set the strategy for and oversee the operations to provide customer case management support in collaboration with dealers, regions, 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.  Collaborate with SGM Warranty to measure, recover cost and drive improvement of the “Total Cost of Quality”

     ~Develop and operate the “Customer Action Process”  or “CAP” leveraging all available data, applying sophisticated analytics and workflow to quickly react to customer experiences and initiate action to maximize owner enthusiasm and syndicated survey results while minimizing costs.   Leverage the same strategies and platforms to “anticipate/predict” ownership needs/opportunities as brand advantage to optimize owner experience.  

 

Authority:

~ With oversight/support/contract authority of the Chief Customer Office and/or VP of customer satisfaction, serves as:

~ Lead for development, acquisition and execution of annual sub-division budget and recovery

~ Management and development of personnel within the group in alignment with HR policy

~ Vendor identification / selection in alignment with purchasing process policy.

~ Expense report approval, Invoice and PR approval, Time off approval in alignment with finance policy.

 

Education:

~ Must be a high school graduate.

~ Bachelor’s degree preferred.

~ Master’s degree a plus.

 

Related Experience:

~ 15 or more years of experience of which at 6-8 years of customer experience leadership

~ 6-8 years of automotive service or sales operations preferred

~ 10 years of supervisory experience requried.

~ 5+ years of leadership experience in marketing / customers support preferred

 

Skill / Knowledge:

~ Strategy / Policy creation

~ Ability to lead, train, motivate, and manage multi-skilled personnel.

~ Process Management and Consulting Skills

~ Excellent oral and written communication skills.

~ Excellent business analytical skills.

~ Project tracking and management skills.

~ High proficiency in PC skills, expertise in Microsoft programs.

~ Must be analytical and accomplished in presenting to different levels/audiences.

 

Physical Requirements:

~ Normal office duties

~ Estimated 10-20% travel to regions/dealers/events.  Estimated 1-2 yearly visits to Korea.


 

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.