Senior Manager, Genesis Aftersales Field Operations (Southern)

Genesis; Atlanta (GA); On-site; USD 115,000 - 164,000; Full time

Benefits offered by this job

Vehicle lease allowance

Holiday pay

Medical, dental, vision insurance

401(k) with company match

Education reimbursement up to $5,250

Vacation and sick time off

Life and disability coverage

Employee assistance program

Genesia lease program

Performance-based incentives

Job summary

Genesis is seeking a Senior Manager, Aftersales Field Operations in the U.S. market to lead regional aftermarket performance and the execution of NHQ initiatives at the field level.

You will drive KPI attainment, CX improvements, and cross-regional learning while coordinating with AMMs and NHQ teams. The role requires 8+ years in automotive operations, a strong strategic mindset, and experience with luxury vehicles.

Qualifications

• Minimum 8 years of automotive experience in operational/field roles.
• Experience with luxury vehicles (OEM or retail) is a plus.
• Demonstrated supervisory experience and strong customer service focus.
• Excellent problem solving, analytics and communication skills.

Responsibilities

• Lead regional aftersales and customer experience initiatives to hit KPI targets.
• Act as liaison between Regional Operations Manager and field AMMs.
• Support mid- to long-term regional initiatives and NHQ programs.
• Coordinate cross-regional learnings and vendor-based action plans.
• Monitor retailer performance and drive training, warranties, and CX improvements.

Skills

Problem solving

Analytical skills

Communication skills

Presentation skills

Organizational skills

Time management

Microsoft Office

Project management

Strategic thinking

Luxury vehicle experience

Education

High school diploma

Bachelor's degree preferred

Master's degree a plus

Tools

PowerPoint

Excel

Word

Outlook

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.

WORK MODEL

Field

What You Will Do

• The purpose of the Senior Manager, Genesis Aftersales Field Operations position is to support the strategic parts, service, and customer experience efforts of the region, and the implementation of NHQ initiatives & programs at the regional and retail level, delivering superior KPI attainment & results

How You Will Make An Impact

• Act as strategic liaison between the Regional Operations Manager and field After-Sales Market Managers (AMMs) to support Regional and National office (NHQ) initiatives and operations.
• Support mid to long term planning to create initiatives that further the company's overall goals & KPI attainment.
• Lead regional after sales and customer experience (CX) improvement efforts.
• Coordinate with various departments and across regions to foster an exchange of ideas and provide cross-regional learnings & opportunities.
• Coordinate vendor-based consulting visits and their action plans for the Region. Ensuring that all action plans are being distributed to the AMMs and then monitoring the action plan implementation.
• Identify customer experience and fixed operation opportunities within region; working to implement solutions to maximize KPI performance.
• Exercise discretion and identify opportunities to expand or shift course to take advantage of changes in the market and develop countermeasure proposals.
• Support Aftersales Market Managers in achieving/exceeding Regional KPIs.
• Act as region subject matter expert on advanced corporate initiatives including retailer action/improvement plans and EV readiness.
• Monitor retailer performance/adherence to GMA policies and procedures in areas of Parts Purchases, Parts Inventory Control, Fixed Operations Training, Warranty Expense/Claim Management and Goodwill Management, Consumer Affairs Case Management with Buyback Management, Customer Satisfaction with focus on Owner Retention, Dealer Profitability, Dealer Facility and Processes along with general business operations.
• Coordinate onboarding, training, and development of Genesis regional staff, including the performance of After-Sales Market Managers. This will involve numerous in-retailer sessions with the AMMs to monitor their progress.
• Support SGM, Genesis Regional Operations (ROM) in assigned regions by assisting with regional meetings, project planning and other strategic matters.
• Generate regional reporting for Genesis NHQ.
• Support other ad-hoc projects as necessary.
• Develop regional retailer contests and to make recommendations to region and NHQ management.
• Performance management of direct reports.

What You Will Bring To The Role

• Must be a high school graduate.
• Bachelor's degree preferred.
• Master's Degree a plus.
• 8 or more years of automotive experience in operational and/or field positions.
• Luxury automotive experience (OEM or retail), a plus.
• Prior supervisory experience preferred.
• Experience with customer service initiatives also critical.
• Excellent problem solving and analytical skills.
• Superb written and oral communication skills.
• Ability to make professional dealer and regional presentations.
• Excellent organizational skills.
• Effective time management skills.
• Microsoft Office, Word, PowerPoint, Excel, and Outlook.
• Project management and system background and support experience preferred.
• Requires a high level of strategic thinking capability and business savvy.
• Must understand and embrace the luxury vehicle experience.

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: $114,800.00 - $164,000.00 annual base salary

Other Details

• Physical requirements: Normal office duties
• Travel to Genesis retailers throughout assigned region (60%).

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.