Manager, Genesis Concierge

RiseMe; Fountain Valley (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Genesis is seeking a Manager, Genesis Concierge to lead end-to-end program delivery across guest journeys, partnerships and platforms. You will set strategy, operating standards and governance to deliver a seamless, personalized experience for prospects and owners.

You will coordinate cross-functional teams (Sales, Marketing, Customer Experience, Aftersales, Field and Retail partners) to ensure a connected guest journey and high-quality service.

Qualifications

• Must have a high school diploma.
• Bachelor’s degree preferred.
• Five plus years of luxury customer service, hospitality, customer experience, or related program management experience.
• Experience managing cross-functional programs and vendor relationships is preferred.

Responsibilities

• Lead end-to-end Genesis Concierge program strategy, operating standards, governance and KPIs.
• Oversee guest journey from lead intake to owner care and escalation.
• Coordinate cross-functional teams across Sales, Marketing, Customer Experience, Aftersales, Field and Retail partners.
• Manage Concierge platform and CRM requirements, data quality and next-best actions.
• Direct launch readiness for new vehicles and expanded Concierge services, including training and go-live support.

Skills

Luxury service

Customer experience

Program management

Cross-functional coordination

Leadership

Education

High school diploma

Bachelor’s degree

Job description

At Genesis, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Genesis, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

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.