Manager, Genesis Concierge

WORK MODEL

WHAT YOU WILL DO

• The Manager, Genesis Concierge is responsible for the end-to-end management and continuous improvement of the Genesis Concierge program. This role establishes program strategy, operating standards, governance, performance measures, and launch readiness to deliver a seamless, personalized Son-Nim experience across the guest journey. The Manager coordinates Genesis business teams, Customer Care, technology and integration partners, Concierge agents, the Field Team, and Genesis Retailers to preserve guest context, enable effective handoffs, and support prospects and owners before, during, and after purchase. The role also oversees program reporting, vendor and platform coordination, training readiness, issue escalation, and recommendations to leadership. Performs all duties within the objectives, standards, and policies of Genesis Motor America.

HOW YOU WILL MAKE AN IMPACT

• Manage the Genesis Concierge program, including strategy, operating model, annual priorities, scope, governance, budget inputs, and continuous improvement.
• Own the end-to-end Concierge guest experience and operating standards across lead intake, qualification, nurture, retailer handoff, delivery, ownership care, and escalation.
• Lead cross-functional coordination among Sales, Marketing, Customer Experience, Aftersales, Customer Care, Field, Genesis Retailers, HR, and technology/integration teams to deliver a connected guest journey.
• Oversee Concierge platform and CRM business requirements, guest-profile management, routing and handoff rules, interaction documentation, data quality, and visibility of next-best actions.
• Establish and monitor program KPIs, dashboards, service levels, guest outcomes, lead conversion, loyalty, retailer follow-through, and executive reporting; identify risks and recommend corrective actions.
• Direct launch readiness for new vehicles and expanded Concierge services, including process design, staffing coordination, knowledge content, training, testing, communications, and go-live support.
• Manage external vendors and internal service partners, including performance reviews, issue resolution, scope coordination, deliverables, and adherence to approved timelines and standards.
• Serve as the primary escalation and program contact for high-priority guests, retailer, and operational issues; ensure ownership, timely resolution, and closed-loop follow-up. 
• Operates with a high degree of independence in managing day-to-day Genesis Concierge program activities and cross-functional workstreams.
• Recommends program strategy, service standards, process changes, technology priorities, resource needs, and corrective actions to leadership.
• Establishes operating procedures, prioritizes work, assigns owners, monitors commitments, and escalates decisions or risks requiring senior leadership approval.
• Reviews program and vendor performance, validates deliverables, and coordinates resolution of guest, retailer, platform, and operational issues.
• Leads recurring governance, readiness, performance, and training meetings as required.
• Works across departments and with external partners to ensure consistent execution of the Genesis Concierge experience.

WHAT YOU WILL BRING TO THE ROLE

• Must have a high school diploma.
• Bachelor’s degree preferred. 
• Five plus years of luxury customer service, hospitality, customer experience, program management, or related experience required.
• Experience managing cross-functional programs, vendors, operating processes, and performance reporting preferred.
• Automotive retail, CRM, digital retail, contact center, or concierge program experience preferred.
• Experience supporting premium or high-touch customer journeys and new product launches preferred.
• Strong program management, planning, governance, and organizational skills.
• Ability to translate guest and business needs into operating requirements, processes, service standards, and measurable outcomes.
• Ability to lead cross-functional teams and influence stakeholders without direct authority.
• Strong vendor management, issue resolution, decision-making, and executive communication skills.
• Working knowledge of CRM, customer data, lead management, routing, digital retail, and sales/service KPIs.
• Ability to work in a fast-paced environment while managing multiple priorities, launches, and escalations.
• Strong written and oral communication skills with exceptional attention to detail.
• High degree of PC skills with proficiency in the complete Microsoft Office suite of programs.
• Multi-lingual capability a plus.

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 advocate (support) 
• Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
• External Training and Development Programs
• Compensation Range: $91,000.00 - $130,000.00 annual base salary 

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.

OTHER DETAILS

• Physical requirements: Normal Office Duties.