Manager, Executive Case Management-Genesis

WORK MODEL

WHAT YOU WILL DO

The Manager, Executive Case Management - Genesis leads a team of internal priority case managers and drives performance with vendors responsible for resolving complex customer issues and delivering exceptional service. This role ensures service level adherence, managing the customer-facing buyback process, and drives continuous improvement in customer experience operations. The position serves as a key liaison between customers, retailers, internal departments, and executive leadership, ensuring timely and empathetic resolution of escalated cases while supporting strategic initiatives to enhance customer satisfaction and reduce buybacks.

HOW YOU WILL MAKE AN IMPACT

• Manage the case management internal team and vendors for the Genesis brand, ensure the team meets service levels and group KPIs through identifying opportunities and create plans to increase team efficiency and effectiveness, training, thought leadership and direction for improving the customer case processes.
• Oversee and lead team of case managers providing resolutions on escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer service.
• Manage vendors providing case management support. 
• Report and analyze case reporting accurately and efficiently. Identify trends and discover opportunities for coaching, operational efficiencies, and system/customer/retailer enhancements to improve customer experience.
• Manage the customer facing buyback administration process and vendor. Collaborate with other GMA departments for buyback reduction and process improvements.
• Work as the voice of the customer. Relay top customer experience complaints to the appropriate departments and collaborate with other GMA teams to increase customer satisfaction scores (SSI, CSI, IQS, VDS) and reduce buybacks.
• Resolve sales experience complaints including, but not limited to, poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, and with dealers providing alternate transportation.
• Provide customer support with expedited handling of guest inquiries received by executives or urgent response to social media inquiries as needed.
• Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms.
• Maintain familiarity with Hyundai products through researching vehicle product guides and interfacing with technical teams and product specialists.
• Identify process opportunities, recommend solutions, and lead improvement projects. 
• Review and deliver daily/ weekly/ monthly reports for responsible operational area. Assist in preparation as needed.
• Participate in weekly and quarterly business reviews with vendors. Assist in preparation as needed.
• Participate in and support Guest Care call center training sessions. Collaborate with Call Center leaders on the updates of knowledge base cards.
• Manage requests for ad hoc reports and analysis as requested by management. Assist in creation as needed.
• Support all GMA, Division and department goals.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree is preferred.
• Six or more years of experience providing customer care and case management.
• Automotive industry and customer satisfaction / call center experience with Lemon Law, warranty policies, internal operations and dealer service processes.
• Supervisory experience required.
• Experience using customer care technology including CRM (Salesforce a plus), telephony, chat, knowledge bases, etc. 
• Experience in budget oversight/management and general business reporting required.
• Vendor performance management experience required.
• Excellent knowledge of Word, Excel, PowerPoint and other window-based computer programs.
• Excellent oral and written communication/ presentation skills.
• Presentation development (PowerPoint) and delivery skills.
• Excellent organizational skills, time management, and follow-up skills.
• Analytical and detail oriented.
• Creative problem solver with a passion for continuous improvement.
• Self-motivated, high initiative, proactive, and works well independently.
• Ability to develop and track budget.
• Knowledge over Customer Case best practices: judgement / decision trees, handling process, etc.
• Proven project management and coordination experience.
• Demonstrated vendor performance management.
   

WHAT HYUNDAI CAN OFFER YOU

• Compensation Range: $86,800 - $124,000 annual base salary
• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

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. 
• Business travel as needed.