Senior Associate, Customer Feedback Program Management

Senior Associate, Customer Feedback Program Management

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.

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.

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 sun setting. 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.

Must be a high school graduate. 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. 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. Tableau and SAP experience, and any data analytics coursework is a plus. Salesforce Marketing Cloud experience, and any SF Certifications are a plus. Ability to collaborate with people around the organization. Ability to manage budgets, payments, and schedules.

What Hyundai Can Offer You:

• 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…