Senior Associate, Customer Feedback Program Management

Hyundai Motor Company•Fountain Valley, CA

11d•$63,800 - $88,000•Onsite

About The Position

Support Hyundai’s end-to-end Customer Experience (CX) measurement across the retail journey (sales, HCUV, digital, service, and mobile service) to deliver timely, accurate, and actionable insights that drive measurable improvements in customer experience and dealer performance. This role supports the manager of the CX platform and survey programs, enabling executives and cross-functional partners to see current metrics, identify root causes, prioritize actions, and execute changes across channels and regions.

Requirements

Must be a high school graduate.
Exceptional written and oral communication skills.
Strong ability to multi-task and work on multi-projects simultaneously.
Strong interpersonal skills.
Analytical and detail oriented.
Creative problem solver.
Self-motivated, high initiative and proactive.
Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
Strong command of Excel, PPT, and Word.
Ability to collaborate with people around the organization.
Ability to manage budgets, payments, and schedules.

Nice To Haves

Bachelor’s degree preferred.
At least four years of experience in a similar field preferred.
Prior experience at an automotive dealership and/or OEM regional assignment is a plus but not required.
Experience in business administration/project management preferred.
Tableau and SAP experience, and any data analytics coursework is a plus.
Salesforce Marketing Cloud experience, and any SF Certifications are a plus.

Responsibilities

Product ownership and day-to-day support for customer feedback and satisfaction survey programs (including vendor management, contracting support, program execution, and governance).
Insights enablement across AS/CX, Quality, Marketing, DBP, field, dealers, and other stakeholders by improving tools, dashboards, processes, and data literacy to increase adoption and impact.
Management and support of the customer-centric recognition program for dealer employees, helping to coordinate suppliers and fulfillment to reinforce desired behaviors and elevate the customer’s experience.
Serve as the primary point of contact (POC) for retail experience and CX suppliers, supporting a collaborative operating model and translating Hyundai CX success measures into actionable vendor deliverables.
Support program management for retail experience and CX programs and platforms, including survey programs, recognition initiatives, and integrity processes, across governance, change control, requirements, renewals, implementation, and legacy sunsetting.
Assist management with the design and continuous improvement of CX measurement across the retail journey by evaluating customer touchpoints, dealer processes, and operational performance to ensure alignment with business objectives.
Help develop data governance policies and procedures to improve data integrity and speed‑to‑insight, enabling teams, regions, and dealers to identify root causes and prioritize improvement actions.
Facilitate the creation of CX standards, playbooks, and process improvement initiatives to elevate dealer sales and service performance; support underperforming regions and dealers through targeted remediation plans.
Maintain documentation, operating procedures, and communications to regions, field teams, and dealers, ensuring consistent execution and shared understanding across stakeholders.
Track KPIs, dashboards, and reporting tools to monitor CX performance, program effectiveness, and dealer/regional results versus objectives.
Support customer‑centric recognition programs for dealer employees and manage CX program budgets, vendor spend, PRs, contracts, invoices, and approval workflows in collaboration with Purchasing and Finance.

Benefits

Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
Holiday Pay - the company shuts down with pay between Christmas and New Years.
Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
401(k) retirement plan with Employer Match
Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
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 program: Up to $5,250 per year for employees seeking higher education degrees.
External Training and Development Programs