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Senior Manager, Field Operations at Hyundai Motor America

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Fountain Valley, California

Job Description:

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.



~Oversee Service program deployment and outbound communications on behalf of the HMA Customer Satisfaction division.

~Maintain a leadership role in recommending, implementing and monitoring any HMA field and dealer facing initiatives and programs associated with dealership service owner retention, profitability improvement or customer pay performance enhancements.


Major Responsibilities:

~Field Operations

~Oversee Field Advisory Team including managing new member election and distributing all communications to the group

~Work with all Parts/Service department managers to assure coordination and integration of HMA field and dealer facing initiatives and programs associated with dealership service owner retention, profitability improvement and customer pay performance enhancements

~Develop, deploy and report on field surveys as needed

~Initiate, oversee, and coordinate the development of content and meeting production for National Field Meeting(s).  Initiate and oversee any other regional meetings that are held throughout the year.



~Manage Hyundai’s Fixed Operations dealership rewards and recognition program (STAR Awards), ensuring participant engagement and satisfaction while effectively addressing various needs through program structure and promotions including focus on customer satisfaction and retention.

~Actively participate in assessment and selection of new platform for field contact report, automated (near) real-time reporting and communications.

~Oversee Quarterly CXB deployment, reporting and analysis coordinating with SBD and regional management to help ensure alignment and consistency throughout the field.

~Consistently monitor and review the effectiveness of current programs and processes, working with department managers to make revisions where and when necessary to continually improve the effectiveness of National programs and initiatives.


~Field Communications & Performance Reporting

~Manage Service & Parts Communications to ensure consistent and prioritized messaging to the field and our dealers. Ensure communications are compliant with corporate standards and tracked for future review and analysis. Compile, update and distribute reports (daily, weekly, monthly) for HMA corporate and regional management (e.g., weekly STAR Awards metrics, monthly executive reporting, quarterly CXB reports, etc.) regarding ongoing programs.

~Compile, update and distribute ad hoc reports for HMC

~Co-Owner Field training: Coordinate, compile and disseminate DPSM Best Practice sharing

~Develop new platform Dealer Contact Report and Performance Dashboards

~Regularly communicate with Regional FOMs and SBDMs to gather feedback and ensure needs are met



~Lead and develop staff through coaching, counseling and development activities.

~Monitor, track, and report on expense vs. budget, explaining all variances. Ensure programs completed on time and within budget.

~Approve all time off, training, expense reporting, and miscellaneous spending for the Field Operations Department.

~Performs other duties as assigned that support the overall objective of the position, including attending business events as required.



~Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services. Also includes review of and recommendations for supplier agreements, purchase requests, budget, and invoices.

~Manage staff, effectively coach, counsel, and develop 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.

~Approve and oversee all program and vendor activities within the Field Operations Development department; review/approve all purchasing, contracts, budget, and billing services for vendor programs.



~Must have a Bachelor’s degree.

~Master’s degree a plus.


Related Experience:

~Eight years of automotive experience with emphasis on complex project management with related research and analysis requirements.

~Three to four years of supervisory experience desired.

~Automotive OEM field parts and service background a plus.



Automotive competencies, including Retail Service & Parts Operations,

~Marketing and Merchandising, Business Process Improvement; technical knowledge a plus.

~Excellent communication skills.

~Excellent organizational skills.

~Excellent time management skills.

~Excellent people skills.

~Excellent analytical skills.

~Excel, Word, PowerPoint, and Required


Physical requirements:

~ Normal office duties. 

~ Some travel required.


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.