Senior Group Manager, Hyundai Customer Care, Case Management

WORK MODEL

WHAT YOU WILL DO

• The Senior Group Manager, Hyundai Customer, Case Management is responsible for strategic planning, process management and daily operations for all aspects of Tier 2 and Tier 3 Customer Care case management operations for approximately 10M Hyundai customers in the US market. 
• Provide customer care services in accordance with all applicable laws that perform at top tier levels in the auto industry and inspired by other industries through both employee case managers as well as vendors contracted to provide case management support.
• Strive to optimize Hyundai Brand Opinion and Net Promoter Score via effective and efficient customer care.

HOW YOU WILL MAKE AN IMPACT

• Define and optimize the process for tier 2 (general) and tier 3 (legal/escalated) customer case management performing at the top tier and the automotive industry in collaboration with the Sr. Group Manager of Tier 1 Customer Care and the Sr. Group Manager of Customer Strategic Operations, with the direction of the Director of Customer Care and VP of Customer Satisfaction.
• Proactively collaborate with other HMA teams such as Warranty, Parts, Connected Vehicle, Dealer Tech Support, Quality and Service Engineering, Regions and others to ensure a clear and effective cross functional process for case management across functional groups and dealers.
• Proactively collaborate with HMA Legal to effectively manage cases involving legal claims and to comply with and support all associated federal, state and local laws (lemon law, etc). Represent HMA Customer Care in appropriate legal cases as directed/requested by HMA Legal.  Identify and escalate possible safety issues to the North American Safety Office and support NASO investigations as needed.
• Proactively identify and manage the resources needed including headcount (5-10 staff), operating exp. budget & goodwill (approx. $50M/yr) and vendors (2-3 with approx. 500 total FTE) needed to provide multiple channel customer care case management.
• Proactively partner with the SGM Customer Strategic Ops and the Digital Business Planning Division who lead the strategy and implementation of systems to support customer case management (CRM, knowledge-base, telephony, chat, AI, etc.) to optimize effectiveness, enthusiasm and efficiency of customer case management.
• Proactively collaborate with Purchasing and Legal to conduct RFPs to evaluate and nominate vendor partners as needed to complement Hyundai employee case managers. Vendor nominations are to be approved in the Executive Mgt Cmte.
• Directly lead, motivate and supervise the Hyundai employee case management team and manage vendor performance via appropriate service levels included in the vendor contracts (including but not limited to service level, abandon rate, customer satisfaction, net promoter, case days to close, etc). Demonstrate and utilize the #HyundaiWay culture to maximize employee, vendor partner and customer engagement.
• Closely monitor and manage goodwill to maximize brand net promoter score while maintaining compliance with company policies, minimizing expense and aligning with and maximizing factory OE reimbursement in partnership with the SGM of Strategic Customer Ops.  
• Participate in Voice of Customer reporting and escalation of issues needing attention/improvement by the Quality, Retail/CX, Customer Care and other teams.
• Manage the buyback administration process and vendor. Collaborate with other HMA departments for buyback reduction and process improvements.
• Oversee department budget administration, including, but not limited to, accruals, purchasing/payment requests, associated reporting.
• Develop and present operational status reports at division and executive governance meetings.
• Complete special projects, assignments or tasks as deemed appropriate and assigned by management. Support appropriate HMA, CS Division and department goals.
• This position has common Sr. Group Manager-level authority as defined by HMA HR/Finance policy.
• Employment decision-making abilities in designated areas of responsibility.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree preferred.
• Master’s degree a plus.
• Ten plus years of experience providing customer care and case management.
• Ten plus years experience using customer care 
• technology including CRM (SalesForce a plus), telephony, chat, knowledge.
• Automotive experience, and a solid understanding of how vehicles and dealer service processes operate.
• At least three to five years of people management experience required.
• At least four years of experience in budget oversight/management, general business reporting, and vendor performance management.
• Customer Case judgement/decision trees.
• Efficient Customer Case handling Process.
• Cross functional process coordination.
• Demonstrated vendor performance management.
• Examples of developing and managing to optimize employee and vendor engagement and performance.
• Ability to develop and track budget.
• Strong analytical skills and familiarity with accessing multiple and disparate data sources to feed analysis and reporting (excel, ppt, tableau, etc.).
• Proven project management and coordination experience.
• Excellent time management skills.
• Outstanding verbal and written communications and relationship-building skills to work successfully with a wide variety of people, including HMA region employees and dealers, corporate executives, and vendors.
• Presentation development (PowerPoint) and delivery skills.
• Excellent organizational skills.
• Contact Center management certification desirable.

WHAT HYUNDAI CAN OFFER YOU

Compensation Range: $137,025 - $203, 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

Approximately 10%-20% travel to vendors, conferences, regional offices, and dealers. 

 ***We are in a temporary hybrid work model and returning to 100% onsite on July 28, 2025.***