Share this Job

Customer Experience & Service Manager

Date: Apr 30, 2022

Location: Irvine, California, US, 92606

Company: Kia America, Inc.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

The Customer Experience & Service Manager will manage all aspects of Kia North America (KNA) Regional HQ Service and Customer Experience (CX) operations and strategies for NA Subsidiaries including, but not limited to, coordinating Regional Sales and Service Training strategies with the NA subsidiary management teams to assure the effective implementation of Regional HQ (RHQ) strategies and attainment of RHQ goals and objectives.

Manage various roles of Service for improving customer retention and service marketing in conjunction with customer satisfaction analysis and improvement among the North American Subsidiaries: KUS, KCA, and KMX.  

Responsible for oversight and the effective development and implementation of NA Regional Service customer satisfaction improvement strategies and programs, as well as the effective monitoring and analysis of the internal Customer Satisfaction (CS) data.

Responsible for oversight, and implementation of NA Regional sales, service, service technical, and parts training, certification, and recognition activities to support corporate assigned goals and objectives.

This position must have an individual that is well organized, detail-oriented; able to handle multiple tasks/changing priorities.  This position will also be responsible for reporting upon and answering service & customer satisfaction-related inquiries from Kia Corporate Headquarters about Kia Subsidiaries in North America within the scope of  Regional Headquarters (RHQ) Business Goals.
 

Major Responsibilities

1st Priority - 40%    
Establish & Develop strategies for NA Customer Satisfaction, Service Retention, Service Marketing, Training Recognition.  Lead subsidiary partners on current initiatives and key performance metrics.

2nd Priority - 30%

Manage Regional operations KPI’s throughout KUS, KCA, and KMX by monitoring vital information for reporting and analysis; especially areas of Service, Service Marketing, Customer Satisfaction and Recognition. Provide crucial RHQ management support with correct, prompt, and routine information sharing.

3rd Priority - 15%

Provide support to NA subsidiaries as required through collaboration and coordination with the NA subsidiary management teams to assure effective synergies amongst NA Subsidiary operations and attainment of assigned RHQ goals and objectives

4th Priority - 15%

Key CS and Service Operations communications point of contact to Kia HQ Ownership Team and Subsidiaries on behalf of NA RHQ & Perform other ad hoc tasks that support other RHQ Ownership Experience team members as per the direction of the team lead. 

Education/Certification

  • Business-related Bachelor’s degree or equivalent experience.

Overall Experience

  • 7+ years’ experience in the automotive industry  
  • 2-3 years’ experience working in a data-driven setting handling both Service Operations and Customer Survey related data.
     

Directly Related Experience

  • Business Management & Administrative duties with a focus on attention to detail and organization skills.
  • Strong working knowledge of automotive industry and understands the relationship between HQ and subsidiaries within an auto manufacturer.

Position Requirements:

  • Occasional travel may be required domestically and/or internationally
  • May need to work outside of normal business hours, due to the needs of the business, including weekends or holidays
  • Possession of a valid state driver’s license and a good driving record
     

Skills

Ability to maintain the utmost confidentiality on all matters
Ability to multi-task, juggle competing demands, prioritize and work with other team members at all levels within the company.
Excellent communication skills and interpersonal skills, both verbally and in writing.
Experience in finding data, performing effective analysis, and presenting results to management.
Familiarity with AS400 and Access Databases are a plus.
Prior experience in a work-setting using R, SAS, and Tableau.
Strong familiarity with MTAB, and Customer Analytics platforms such as Medallia and Goal-Line

Competencies

CHALLENGE - Solving Complex Problems
COLLABORATION - Building and Supporting Teams
CUSTOMER - Serving Customers
GLOBALITY - Showing Community and Social Responsibility
PEOPLE - Interacting with People at Different Levels

 

Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

 

Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

Job Segment: Service Manager, Mid-Range, Developer, Outside Sales, Manager, Customer Service, Technology, Sales, Management