Sr. Dealer Experience Manager

• Bachelor’s degree required.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Exempt

This role leads dealer experience programs and initiatives, with responsibility for the design, development, implementation, communication, and ongoing management of a structured and impactful dealer evaluation program for KDEP (Kia Dealer Excellence Program) within the KUS market. The objective is to measure, strengthen, and reward the dealer network through clearly defined, actionable KPIs.

This position requires leveraging cross-functional input from local teams, strategic direction from Kia North America and Kia HQ, and deep automotive industry expertise to develop a relevant, data-driven evaluation framework. The initiatives and programs are intended to drive dealer performance improvements aligned with KUS sales and service objectives while elevating the overall customer experience.

The role supports the National Manager, Customer Satisfaction in three key areas:

• Dealer Experience Metrics & Measurement (Sales & Service)
• Dealer Evaluation Development & Implementation
• Customer Experience Strategies and Focus

These efforts are expected to improve dealer sales and service operations as well as the financial performance of both KUS and its dealer network. Success will be measured by the effective rollout and execution of dealer experience and evaluation programs; long-term success will be defined by improvements in both internal and external customer satisfaction and experience metrics.

• Lead Customer Satisfaction (CS) programs, tools, and scorecards to measure and improve dealer sales and service performance across the ownership lifecycle.
• Conduct department health checks, support Service Operations metrics, and partner with Sales Operations and Retail Development to implement an integrated dealer performance framework.
• Collaborate with Legal and Finance to ensure compliance and drive program enhancements.

• Lead the design, deployment, and annual execution of dealer evaluation programs.
• Define program requirements, KPIs, methodologies, and performance targets while aligning HQ frameworks with market needs.
• Manage reporting tools, communications, dealer audits, data validation, budgets, and award programs.
• Ensure consistent execution and measurable dealer performance improvement.

• Lead initiatives, tools, and technologies that enhance the in-dealer customer experience across sales and service.
• Develop implementation, communication, and training strategies while serving as the SME for dealer experience programs.
• Partner with Sales Operations, Service Operations, and Kia University to drive adoption and results.

• Drive dealer focus on SSI/CSI performance goals through reporting, performance insights, stakeholder communication, and continuous improvement initiatives.
• Represent the team in internal and external forums.

• Analyze industry trends and dealer benchmarks to identify best practices and improvement opportunities.
• Deliver…