Sr. Retail Operations Training Manager

Status

Summary

Under the leadership of the Director, Kia University, the Senior Retail Training Manager is responsible for overall curriculum development and delivery of Sales and Aftersales retail training aimed at achieving the strategies and goals of the organization through the improved performance of the dealer network. The management responsibilities include tactical business planning, budgeting, and expense control through the direct supervision of a corporate and contracted curriculum development suppliers and a 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, parts and warranty 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, , and other relevant data indicating levels of dealership proficiency.  Training solutions include but not limited to video, micro learning, live virtual training, in-dealer training workshops, and conventional print & digital materials.

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,parts and warranty operations delivered to department standards in terms of content accuracy, instructional quality, and effectiveness of skill and knowledge transfer to the job. Training 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 Priority - 50%

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, micro learning, distance learning, and in-dealer learning.. 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.

2nd Priority - 20%

Manage 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,parts, and warranty operations delivered to department standards in terms of content accuracy, instructional quality, and effectiveness of skill and knowledge transfer to the job. Delivery operations also include the identification and coordination of meeting locations, securing rental facilities and other related logistics.

3rd Priority - 20%

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.

4th Priority - 10%

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.

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 
• 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

Competencies