National Manager, Tier 2 Customer Care

Date: Nov 18, 2023

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

 

This position is responsible for management, strategic planning and tactical execution of all aspects of Tier 2 Customer Care operations including operation of the Kia arbitration program, vehicle buyback requests from attorneys and consumers, goodwill, vehicle title-branding and disposal and customer complaints regarding product safety and performance in collaboration with the KUS Legal Department (Legal), North American Safety Office (NASO) and Product Quality (PQ) in compliance with state & federal law.

 

This position has significant fiscal responsibility as KUS can be subject to civil penalties and fines for non-compliance with state statutes at an individual case level, as well as damage to brand reputation. 

Major Responsibilities

 

Priority 1st - 40%

Manage the daily operations of the Customer Care Escalated Case team (requests for buybacks from consumers, arbitrations process or attorneys, goodwill administration, vehicle disposal) to ensure compliance with federal & state laws in collaboration with Legal.

 

Priority 2nd - 40%

Manage the daily operations of the Customer Care Field Operations team (safety-related product complaints received from customers, insurance companies & field/dealers) in collaboration with NASO,  Legal & PQ to ensure timely investigation and resolution

 

Priority 3rd - 10%

Monitor and provide direction/support of the regional and field Customer Care support activities through the Regional Parts & Service Managers and utilize Field Technical Specialist team as appropriate to prevent vehicle buyback/goodwill.  Offer guidance and assistance when necessary, including dealer and field training.

 

Priority 4th - 10%

Collaborate with KUS Legal & NASO teams to provide lawsuit support including depositions of Tier 2 team members, develop innovative strategies to proactively minimize unnecessary legal activity and efficiently investigation product safety allegations.

Education/Certification

 

  • Bachelors Degree or equivalent experience required, Masters Degree preferred

  • Legal education preferred (paralegal, law school)

Overall Experience

 

  • Minimum of 10 years of automotive industry experience with steady and progressive responsibilities.

  • Minimum of 5 years management responsibility.

  • Minimum of 3 years of Regional/field experience including Customer Care preferred

  • Direct automotive National Customer Care experience preferred.

Directly Related Experience

 

  • Demonstrated good judgment and initiative.

  • Complex analysis with responsibility to apply results to strategic and tactical action.

  • Cross-functional collaboration and team oriented project management skills

  • Knowledge & administration of the various state lemon laws and reacquired vehicle disclosure requirements.

  • Understanding of Distributor TREAD reporting requirements.

  • Experience with automotive product liability claims handling/negotiation.

Skills

Detail-oriented with excellent analytical and independent critical thinking skills including statistical analysis
Planning, training, motivation, implementation and management skills
Excellent written and oral communication skills.
Demonstrated consumer contact skills
Mastery of standard office software (Microsoft Office) and ability to learn other company software systems
Work collaboratively and cross-functionally with other in-house counsel team members in other legal areas to identify and resolve legal issues
Ability to create timely and insightful executive reports and analysis

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

Pay Range

$125,884 - $181,615

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

 

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

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