Concierge Experience Program Manager – Luxury Automotive

Genesis; Fountain Valley (CA); On-site; USD 91,000 - 130,000; Full time

Benefits offered by this job

Vehicle lease allowance

Holiday pay

Health insurance

401(k) with employer match

Vacation and sick time

Life and disability coverage

Education reimbursement

External training

Job summary

Genesis is seeking a Manager, Genesis Concierge to lead end-to-end concierge operations from Fountain Valley, CA. You will drive strategy, governance and guest experience across the ownership journey, coordinating with Sales, Marketing, Customer Care, Field teams and retailers to ensure a connected, premium guest journey.

You will own KPIs, vendor performance and escalations while guiding cross-functional efforts to deliver timely, high-quality outcomes for guests and partners.

Qualifications

• High school diploma required.
• Bachelor’s degree preferred.
• 5+ years of luxury customer service, hospitality, or program management experience.
• Experience managing cross-functional programs, vendors, processes and performance reporting.
• Automotive retail, CRM, digital retail, contact center or concierge program experience preferred.
• Ability to translate guest and business needs into operating requirements and measurable outcomes.

Responsibilities

• Manage the Genesis Concierge program strategy, operating model, priorities, governance and continuous improvement.
• Own end-to-end Concierge guest experience and operating standards across lead intake, qualification, nurture, retailer handoff, delivery and ownership care.
• Lead cross-functional coordination among Sales, Marketing, Customer Experience, Aftersales, Customer Care, Field, Retailers, HR and technology teams.
• Oversee Concierge platform requirements, guest-profile management, routing and handoff rules, data quality and next-best actions.
• Establish and monitor program KPIs, dashboards and executive reporting; identify risks and corrective actions.
• Direct launch readiness for new vehicles and services, including staffing, training and go-live support.
• Manage external vendors and internal partners, ensuring adherence to timelines and standards.
• Serve as primary escalation and program contact for guests and retailers, ensuring timely resolution.

Skills

CRM systems

Vendor management

Cross-functional leadership

Program governance

Multilingual ability

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM

Job description

Genesis is seeking a Manager, Genesis Concierge to lead end-to-end concierge operations from Fountain Valley, CA. You will drive strategy, governance and guest experience across the ownership journey, coordinating with Sales, Marketing, Customer Care, Field teams and retailers to ensure a connected, premium guest journey.

You will own KPIs, vendor performance and escalations while guiding cross-functional efforts to deliver timely, high-quality outcomes for guests and partners.