Field Operations Manager

Kia

  • Irvine, CA
  • $82,382 per year
  • Permanent
  • Full-time
  • 12 hours ago
At Kia, we're creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.StatusExemptGeneral SummaryCandidate will support Kia America's (KUS) Fixed Operations Field team to improve KUS' overall fixed operations performance including owner service satisfaction (CSI), EV Evolution, service retention, first year service loyalty, parts & accessory sales, dealer parts inventory management, service & parts marketing and dealer profitability via monitoring/analysis of regional performance and development of strategies, processes, tools and motivational activities to affect positive change.The Manager will be the primary conduit for the coordination of assessments, implementation, and execution of all field/dealer Fixed Operations programs, projects & activities, including data collection, training, analysis, performance measurement, administrative support, field surveys, field/dealer communications, and systems/processes as necessary to drive improvement and ongoing go-to-market strategy development. This strategy will include assisting in establishing fixed operations objective setting and quarterly field incentive program management / result tracking.This candidate will be responsible for occasional travel to the regions to provide training or field follow-up on relevant programs especially during roll-out periods. The Manager will collaborate with other managers in support of program launches & implementation strategies/tactics and will develop Executive Approval Decks as required to secure organizational buy-in and funding approval.Position requires creativity, strategic planning, and organizational skills to maximize successful execution and follow-through on new and continuing Service Operations programs and activities. Knowledge and understanding of both wholesale and retail automotive operations are needed regarding all areas of Service Operations. An awareness of the relationship between automotive manufacturers and the retail network is also required.Essential Duties and Responsibilities1st Priority - 50%
  • Responsible for KUS service team field support, communication strategy, reporting, assignment tracking, and field performance oversight.
  • Support the successful launch, implementation, execution and sustainment of Service Operations initiatives and achievement of department objectives. This includes support for programs, tactics, training, and coordination with Regions. Examples of initiatives include: KDART fixed operations business planning and Service Performance Report management.
  • Provide department management with ongoing tracking & analysis of program and objective attainment status. This includes developing tracking reports, analyzing & reporting results, communicating with regions, corporate management.
  • Produce weekly/monthly status reports for field follow-up and KUS/Kia HQ Executive review. Assist in the development of department presentations for various audiences as required.
2nd Priority - 20%
  • Responsible for all field team communications and development / execution of field/dealer surveys, assessments, assignments, and audits, as necessary.
3rd Priority - 15%
  • Responsible for Service Retention and First Year Service Loyalty (FYSL) strategy, tracking, and management. Coordinating with the Service Operations management.
  • This role involves maintaining vendor relationships, strategic insight in the development and implementation of retention dashboard enhancements and delivering comprehensive reports to drive performance improvement.
4th Priority - 10%
  • Manage all key Service Operations Dealer facing website content (KDealer+). This includes ensuring all content is current, and requires management of all stakeholders to update & create new content on a regular basis.
  • Responsible for creating and updating all field manager training, guides, and best practice materials.
  • Manage Kia Technician Apparel program, including vendor relationship and KUS revenue tracking.
5th Priority - 5%
  • Coordinate and facilitate Service Advisory Group meetings and District Parts & Service Manager (DPSM) Advisory meetings (quarterly), bi-weekly Regional Parts & Service Manager (RPSM) conference calls, and support other Service team meetings as needed.
  • Ensure effective coordination of all follow up/action items from KUS stakeholders in support of KUS field teams.
Qualifications/Education
  • A bachelor's degree from an accredited college or university or equivalent experience and demonstrated skills.
Job RequirementOverall Related Experience:
  • 5-8 years' experience in the automotive industry, retail and/or corporate with dealer contact experience preferred.
  • 3 years' experience in field service management preferred.
  • Project management experience in a wholesale automotive environment or equivalent industry.
Directly Related Experience:
  • Must have deep understanding of retail service and aftersales operations, owner satisfaction processes & key drivers of change, and service & parts marketing.
  • Experience with an automotive retail dealership service and aftersales operations is highly desirable.
Position Requirements:
  • Occasional travel may be required domestically and/or internationally.
  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays.
  • Perform other duties as assigned.
Specialized Skills and Knowledge Required
  • Strong oral/written communication skills
  • Strong project management skills
  • Strong data analysis skills
  • Strong PC skills (Word, Excel, PowerPoint), PowerBI experience preferred.
  • Ability to lead design and implementation of successful training programs.
Competencies
  • Care for People
  • Chase Excellence Every Day
  • Dare to Push Boundaries
  • Empower People to Act
  • Move Further Together
Pay Range$82,382.00 ~$110,272.00Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.Equal Employment OpportunitiesKUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Kia