Senior Manager, Genesis Field Ops & VOC Mgmt

Senior Manager, Genesis Field Ops & VOC Mgmt

At Genesis, 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 Genesis, 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.

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• The purpose of the Senior Manager, Genesis Field Operations & VOC Management position is to lead Genesis Motor America’s (GMA) Voice of Customer (VOC) and quality escalation program as well as coordinate initiatives developed and approved by the CX, Training, and Aftersales Operation teams. This position is both operational and strategic in nature, this position will be able to regularly display analytical and investigative skills while also facilitating and influencing broader, strategic discussions.
  
  This position will work closely with key stakeholders within GMA to support CX, Training, and Aftersales initiatives while working cross-functionally with other GMA/HMA teams, suppliers, and partners.

• Request, research, and elevate VOC and product quality concerns from various submission sources to improve guest and product experience.
• Coordinate solutions with GMA, HMA, MOBIS, GLOVIS, and strategic partners to ensure timely resolution and follow-up of escalations.
• Digitize VOC escalation strategy to improve visibility, tracking, and reporting.
• Develop program improvements and conduct needs assessments as programs evolve.
• Define KPIs and implementation timelines for VOC and product quality solutions.
• Attend daily quality meetings and participate in quality-related TFTs and workshops.
• Lead reporting activities, including daily tracking, weekly issue selection, weekly reports, and monthly overview reports for governance meetings and executive leadership.
• Collaborate with division leadership to formulate and communicate short- and long-term departmental vision and strategy.
• Partner with GMA Field leadership to coordinate field-facing CX/AS initiatives, communications, training initiatives, and program enrollments.
• Support CX/AS teams on company-wide system and platform initiatives, including DPM, DCM, and product/service GTM activities.
• Report system and platform changes that may impact CX/AS long-term strategies and planning.
• Develop content and topics for department-led meetings, including AFOM meetings, AMM trainings, and CX/AS Sub Committee meetings.
• Develop and coordinate presentations for Monthly All-Retailer Calls and Monthly All-Field Calls.
• Serve as subject matter expert for VOC, quality issue escalations, and CX/AS strategy and planning initiatives.
• Provide recommendations to senior leadership supporting organizational direction and future success.
• Support additional sub-division projects and operational initiatives as needed.
• Responsible for performance management and development of assigned direct reports.

• Eight or more years of automotive experience in operations and field roles preferred.
• Luxury dealership experience (OEM or retail) a plus.
• Prior supervisory experience preferred.
• Experience with customer service initiatives.
• Excellent problem-solving and analytical skills.
• Superb written and oral communication skills.
• Highly effective verbal and written skills with the ability to make dealer and regional presentations.
• Ability to manage time effectively, prioritize tasks, set…