• Job Description

  Req#: 16033

  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

  NHQ

  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 Quality.”
  • Participate in CX/Call Center industry events / forums and benchmark competitors to identify, select, and incorporate innovative process and programs into the Hyundai / Genesis best practice process.
  • Collaborate with Digital Business Planning to identify, fund, develop, implement, and operate the IT technology needed to support a world class / omni -channel customer care capability.
  • Effectively hire, train, motivate, retain and develop 25+ internal 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. Achieve targeted levels of employee engagement as a foundation for overall effectiveness and org health.
  • Align with HMC headquarters teams related to customer care / customer experience to develop and algin with global and regional strategies and programs (example DCXT VOC). Serve as the strategic region subject matter expert / leader among equals from HAC, HMM and HCSA, to develop and implement a strategic region strategy and best practices to both communize where possible to gain improved effectiveness/economies of scale and to support local market autonomy where appropriate. Hold minimum 2/year strategic region alignment/best practice events.

  Authority

  • Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services.
  • Review of and recommendations for supplier agreements, purchase requests, budget, and billing services for vendor programs.

  Education

  ~ Must be a high school graduate

  ~ Bachelor’s degree preferred

  ~ Master’s degree a plus

  Related Experience

  • Six or more years of experience. Preferably in automotive OEM fixed operations.
  • Three to five years in cross-functional program management.
  • Retail parts and service background a plus.
  • Three to five years automotive OEM field experience interacting with retail dealerships a plus.

  Skills/Knowledge

  • Communication skills to prepare and deliver formal presentations to executive management, Regions, and Dealers.
  • Must possess the ability to perform complex analysis utilizing a database management system and apply results to strategic and tactical action.
  • Writing skills to prepare proposals and business correspondence.
  • Advanced level proficiency in Word, Excel, PowerPoint, Outlook, Teams, etc.
  • Automotive competencies, including Retail Service & Parts Operations, Marketing and Merchandising, Business Process Improvement.
  • Broad knowledge of Service and Parts related systems (OE and Dealership) and business processes.
  • Proven and effective cross-functional program management skills.
  • Excellent interpersonal and negotiation skills.
  • Excellent organizational & time management skills.

  Certification

  • N/A.

  Physical Requirements

  Normal office duties

  Travel: 0% - 25%

  Work Model

  #LI-Hybrid (80% Onsite/20% Remote)

  Affiliate

  #Hyundai

  Compensation

  $215,000.00 - $265,000.00 Annual

  Benefits

  • Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
  • Holiday Pay - the company shuts down with pay between Christmas and New Years.
  • Vacation and sick time off
  • Healthcare insurance (medical, dental, and vision)
  • 401(K) company match
  • Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
  • Basic life insurance, short- and long-term disability
  • Mental health, wellbeing, and employee assistance program
  • Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

  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.

• About the company

  Hyundai Motor America is a wholly owned subsidiary of Hyundai Motor Company.

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