Senior Associate, Customer Feedback Program Management

WORK MODEL

WHAT YOU WILL DO

• Support Hyundai’s end-to-end Customer Experience (CX) measurement across the retail journey (sales, HCUV, digital, service, and mobile service) to deliver timely, accurate, and actionable insights that drive measurable improvements in customer experience and dealer performance.
• Product ownership and day-to-day support for customer feedback and satisfaction survey programs (including vendor management, contracting support, program execution, and governance).
• Insights enablement across AS/CX, Quality, Marketing, DBP, field, dealers, and other stakeholders by improving tools, dashboards, processes, and data literacy to increase adoption and impact.
• Management and support of the customer-centric recognition program for dealer employees, helping to coordinate suppliers and fulfillment to reinforce desired behaviors and elevate the customer’s experience.

HOW YOU WILL MAKE AN IMPACT

• Serve as the primary point of contact (POC) for retail experience and CX suppliers, supporting a collaborative operating model and translating Hyundai CX success measures into actionable vendor deliverables.
• Support program management for retail experience and CX programs and platforms, including survey programs, recognition initiatives, and integrity processes, across governance, change control, requirements, renewals, implementation, and legacy sunsetting.
• Aid in the design and continuous improvement of CX measurement across the retail journey by evaluating customer touchpoints, dealer processes, and operational performance to ensure alignment with business objectives.
• Help develop data governance policies and procedures to improve data integrity and speed-to-insight, enabling teams, regions, and dealers to identify root causes and prioritize improvement actions.
• Facilitate the creation of CX standards, playbooks, and process improvement initiatives to elevate dealer sales and service performance; support underperforming regions and dealers through targeted remediation plans.
• Maintain documentation, operating procedures, and communications to regions, field teams, and dealers, ensuring consistent execution and shared understanding across stakeholders.
• Track KPIs, dashboards, and reporting tools to monitor CX performance, program effectiveness, and dealer/regional results versus objectives.
• Support customer-centric recognition programs for dealer employees and manage CX program budgets, vendor spend, PRs, contracts, invoices, and approval workflows in collaboration with Purchasing and Finance.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree preferred.
• At least four years of experience in a similar field preferred.
• Prior experience at an automotive dealership and/or OEM regional assignment is a plus but not required.
• Experience in business administration/project management preferred.
• Exceptional written and oral communication skills.
• Strong ability to multi-task and work on multi-projects simultaneously.
• Strong interpersonal skills.
• Analytical and detail oriented.
• Creative problem solver.
• Self-motivated, high initiative and proactive.
• Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
• Strong command of Excel, PPT, and Word.
• Tableau and SAP experience, and any data analytics coursework is a plus.
• Service Cloud experience, and any SF Certifications are a plus.
• Ability to collaborate with people around the organization.
• Ability to manage budgets, payments, and schedules.

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: $63,800.00 - $88,000.00 annual base salary

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

Normal office duties.
Business travel as needed.