Director, Genesis CX & Training

Hyundai Motor Company•Fountain Valley, CA

1d•$178,200 - $264,000•Onsite

About The Position

Provide strategic vision and leadership for Genesis customer experience and training to advance brand objectives, elevate the luxury ownership experience, and improve retailer performance. Lead the development and execution of innovative sales and service retail processes, customer feedback analytics, and capability-building programs that drive customer satisfaction, loyalty, retention, and retailer profitability. The role requires hands-on automotive retail and field expertise to identify performance gaps and translate insights into measurable operational improvements. Partner with senior leadership across GMA, HMA, HMC, GHQ, affiliate companies, and the Retail Advisory Board, and oversee the Genesis field engineering team. Lead Genesis training in coordination with HMNA and guide the development of an integrated retail process and training organization. Develop long-term customer experience strategies, build effective partnerships across business functions, and coach and develop staff while managing resources and budgets. The position may represent the company on industry, governmental, social, environmental, philanthropic, dealer, and customer matters. Normal office duties are expected, with occasional domestic and international travel of 5%–10%.

Requirements

High school graduate.
At least 15 years of work experience, including at least five years of senior-level leadership experience, preferably in after-sales, customer experience, and training.
Hands-on automotive retail expertise gained through dealership operations, automotive field roles, and/or direct retailer consulting.
Automotive field experience and/or automotive consulting experience required.
Demonstrated success leading teams through organizational change, increasing employee engagement, and building trust, accountability, and team performance.
Excellent organizational skills.
Ability to delegate and follow up.
Functional knowledge of MS Word, Excel, and office email systems.
Ability to work with all levels of management, internally and externally.
Strategic and forward-looking mindset, with ability to define future-state customer experiences for new products, services, and ownership models.
Ability to communicate clearly, concisely, effectively, and convincingly in writing and speaking.
Ability to develop, execute, and manage marketing strategies and tactics.
Ability to supervise several employees and disciplines.
Familiarity with basic budget and accounting functions.

Nice To Haves

Bachelor’s degree preferred; master’s degree is a plus.
Senior-level leadership experience preferably in after-sales, customer experience, and training.
Automotive retail experience across both sales and service operations strongly preferred.
Luxury automotive experience preferred.

Responsibilities

Provide strategic vision and leadership for Genesis customer experience and training.
Lead all Genesis training in coordination with HMNA.
Lead development and implementation of sales and after-sales retail processes to improve appointment availability, scheduling, service delivery, sales effectiveness, customer satisfaction, retention, loyalty, and retailer profitability.
Define, source, and manage vendors and programs supporting customer experience initiatives.
Align with Regional General Managers to monitor CSI and SSI objectives and process implementation.
Support high-priority Safety and Quality problem investigations and technical TFT dealer visits.
Drive the HQ Customer Experience team to implement retail process solutions in the Regions through Regional Customer Experience teams.
Coordinate training and direction for Aftersales Market Managers (AMMs).
Lead departments and teams responsible for establishing and operating an integrated retail process and training organization, including sales and service processes, field representative certification and training, and the annual field/training meeting.
Build partnerships across National Sales, After-Sales, Training, Marketing, Quality Service Engineering, Dealer Network Development, and other stakeholders to align on SSI, CSI, and shared business objectives.
Develop and execute long-term customer experience strategies supporting Genesis brand growth and evolving luxury customer expectations.
Coach, counsel, and develop staff; manage staff time, materials, and budget in support of company goals.
Represent the company, as requested, at industry-related events and on governmental, regulatory, legislative, social, environmental, philanthropic, dealer, or customer matters.
Approve accounting documents in accordance with the company signature matrix.
Approve expense reports and time-off reports for direct reports.
Identify and solve issues related to GMNA and related divisions.
Conduct hiring interviews, make hiring recommendations, and extend approved hiring offers.
Provide direct recommendations to top leadership.
Address and counsel direct reports on performance issues and goals.

Benefits

Monthly Hyundai/Genesis vehicle lease allowance, including insurance and maintenance.
Paid holiday shutdown between Christmas and New Year’s.
Medical, dental, and vision insurance for employees and their families, with employer contributions to Health Savings Accounts.
401(k) retirement plan with employer match.
Additional employer enhanced 401(k) contribution program, eligible after one year of employment, in addition to regular matching contributions.
Vacation and sick time off.
Employer-paid basic life and disability coverage, including paid family leave.
Mental health, wellbeing, and employee assistance program.
Health advocate support.
Education reimbursement up to $5,250 per year for employees seeking higher education degrees.
External training and development programs.