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Sr. Retail Operations Training Manager

Date: Jun 10, 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

Under the leadership of the Director, Kia University, the Senior Retail Training Manager is responsible for overall curriculum development and field delivery of Sales and Aftersales product and retail operational training aimed at achieving the strategies and goals of the organization through the improved performance of the dealer network. Overall management responsibilities include tactical business planning, budgeting, and expense control through the direct supervision of a corporate and contracted curriculum development suppliers and a field training staff.  This position also requires partnering with corporate and regional management to assure the implemented solutions achieve the desired business outcomes.

Responsibilities include the direct supervision of the Retail Training design and project management teams in the development of performance-based training curriculum aimed at dealership sales, service and parts operations to ensure they have the skills and knowledge to properly respond to the needs of Kia customers quickly and accurately.  Business metrics indicating the effectiveness of training solutions such as: vehicle sales, customer sales and service satisfaction surveys, vehicle repurchase intentions, customer loyalty, over-standard warranty payment and duplicate repair performance, parts inventory management, excessive parts hotline/tech line calls, and other relevant data indicating levels of dealership proficiency.  Training solutions include; but not limited to, , video, mLearning, and live virtual training, in-dealer training workshops, and conventional print & digital materials.

Field training delivery includes the direct supervision of internal staff as well as a contracted training instructor team dedicated to the facilitation of performance-based training solutions to dealership sales, service and parts operations delivered to department standards in terms of content accuracy, instructional quality, and effectiveness of skill and knowledge transfer to the job.  Field delivery operations also include the identification and coordination of meeting locations, securing off-site venues, recruiting, and training contract facilitators, and other related logistics.   

To ensure ongoing performance improvement of non-technical retail personnel, the Senior Retail Training Manager assists in the development of the applicable skill and knowledge certification and recognition programs.  

This position also continually reviews operations, processes, and expenditures for effectiveness and efficiency.  Collaborate with the appropriate stakeholders to redevelop and implement system and process improvements to ensure maximum corporate, regional and national dealer network support.
 

Major Responsibilities

1st - Manage the training project team(s) and related processes in the custom development of performance-based training curriculum aimed at non-technical dealership personnel to ensure they have the skills and knowledge to properly respond to the requests of Kia customers.  Training methodologies and solutions include conventional print materials, video, mLearning, and distance learning via the Internet. Provide recommendations and assist in the development and implementation for the appropriate skill and knowledge certification and recognition programs, to ensure ongoing performance improvement of non-technical personnel. (50%)

2nd - Manage field training delivery, ensuring internal staff as well as a contracted training instructor team dedicated to the facilitation of performance-based training solutions to dealership sales, service and parts operations delivered to department standards in terms of content accuracy, instructional quality, and effectiveness of skill and knowledge transfer to the job. Field delivery operations also include the identification and coordination of meeting locations, securing rental facilities and other related logistics. (20%)

3rd - In partnership with internal Kia US (KUS) stakeholders and outsourced consultants, develop process improvement consultation initiatives aimed at specific dealer operational deficiencies requiring intervention beyond individual competency training as indicated by the appropriate quantitative/qualitative analysis. Develop the business requirements and source/lead/ internal/external support teams through the content development and execution, within established schedules and budgets.  Partner with external development teams to integrate appropriate consulting content into existing curriculum for continuous improvement and assuring the overall training, process, performance improvement relationship. Develop ROI analysis/operational reports to demonstrate initiative effectiveness. Manage the cost recovery of Kia University consulting products and services. (20%)

4th - Develop an annual / tactical business plan and operating budget.  Partner with appropriate corporate and regional management on a regular basis to achieve the desired business outcomes.  Effectively monitor and control expenses through monthly monitoring/tracking and preparation of management reports, etc. Submit monthly accruals. Continually review operations and processes for effectiveness and efficiency. Collaborate with the appropriate stakeholders to redevelop and implement system and process improvements to ensure maximum corporate, regional and national dealer network support. (10%)

Education/Certification

  • Four-year or advanced college degree preferred or comparative experience with emphasis on automotive dealership education and training, or equivalent work experience required. 

Overall Experience

  • Minimum 7 years as a supervisor or manager providing direction for exempt employees and/or contractors. 
  • 8-10 years of advanced working knowledge and experience with performance-based training and curriculum design.
  • 5+ years of advanced working knowledge of automobile dealership operations (Sales, Service, or Parts operational experience required).
     

Directly Related Experience

  • Advanced supervisory and/or management experience required in preferably an automotive manufacturer/distributor and/or dealership environment.

 

Job Qualifications:

  • Occasional travel may be required domestically and/or internationally 
  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays
  • Perform other duties as assigned
     

Skills

Requires advanced organizational, planning, and analytical skills
Advanced verbal and strong written communication skills are required
Advanced proficiency in the following software: MS Word, MS Excel, MS PowerPoint (graphic design/desktop publishing/HTML a plus)
Preferred: Technological aptitude in the emerging areas of Telematics, Mobile and Web Applications/Media

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
Adapting to Change
Championing Customer Needs
Communicating Effectively
Delivering High Quality Work
Entrepreneurial Thinking
Managing Resources

 

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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