Manager, Retail Experience Program Management & Analytics

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Date:
Jul 27, 2026

Location:

Fountain Valley, CA, US, 92708

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.

#LI-On Site

• Own and advance Hyundai’s end-to-end retail Customer Experience (CX) measurement strategy across sales, HCUV, digital, retail service, and mobile service touchpoints. This role translates customer feedback, operational data, and dealer performance signals into timely, accurate, and actionable insights that improve customer outcomes, strengthen dealer execution, and support measurable business performance improvements.
• Lead front-end enterprise program management for the omnichannel CX platform, serving as the primary connection between platform capabilities and national, region, field, dealer, and supplier stakeholders. The role identifies gaps and opportunities, determines root causes, prioritizes actions, drives adoption of insights and tools, and supports change execution across the retail network.
• Key scope includes CX platform product execution and supplier management; insights enablement through dashboards, analytics, governance, and field engagement; customer-centric recognition program administration; and integrity-related dealer communications requiring cross-functional coordination, leadership review, and legal alignment.

• Serve as primary business owner for the omnichannel CX platform, supplier relationships, and CX strategy execution.
• Lead end-to-end CX program management, including governance, requirements, prioritization, implementation, renewals, issue resolution, and vendor oversight.
• Evaluate and improve customer experience measurement, survey processes, data quality, platform functionality, and operational performance.
• Deliver actionable insights through dashboards, reporting, analytics, stakeholder engagement, and field support materials.
• Recommend policies, standards, and process improvements to enhance data integrity, adoption, and performance outcomes.
• Monitor survey integrity, investigate concerns, and support appropriate follow-up actions.
• Develop playbooks, standards, and remediation plans to improve dealer sales and service performance.
• Manage program documentation, communications, operating procedures, and stakeholder alignment.
• Develop and maintain KPI tracking, dashboards, reporting tools, and program performance metrics.
• Lead dealer recognition programs, including supplier coordination, fulfillment, communications, and administration.
• Manage integrity letter development, review, approval, and distribution processes.
• Oversee program budgets, vendor spend, accruals, payments, and scope-to-spend alignment.
• Collaborate with Purchasing, Finance, Legal, IT, suppliers, and business stakeholders to support CX initiatives.
• Support PR/PO processing, contracts, statements of work, renewals, and related documentation.
• Coach and develop direct reports, conduct hiring activities, performance reviews, and employee development planning.
• Work independently to manage multiple priorities, risks, deadlines, and program deliverables.
• Serve as backup support for the Customer Feedback & Analytics group when needed.

• High school diploma required.
• Bachelor’s degree in business, marketing, analytics, customer experience, communications, or a related field preferred.
• Eight or more years of related experience, including at least two years in a supervisory or people leadership capacity.
• Experience leading customer experience, voice-of-customer, analytics, survey, retail operations, or enterprise platform programs…