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Customer Experience Strategy Manager (Irvine, California, US) in Irvine, CA at Kia Motors America


Posted: 1/20/2020
Job Status: Full Time
Job Reference #: J3S44J61JXQ3NJ2ML63
Keywords: operations

Job Description

Job Description

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 100% 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 time off starting at 14 days per year. 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.




The Customer Experience Strategy Manager will support the localization of NA RHQ CX strategies; including oversight and tracking of Subsidiary programs related to CX improvement initiatives. Supports and provides detailed Customer Experience related reports to the head of Customer Channel and Service Executive Coordinator in support of North America Regional Headquarter operations. Manage and Monitor Customer Satisfaction performance per Subsidiary strategy plan.

Position acts as Subject Matter Expert (SME) and requires knowledge and understanding of retail automotive operations regarding all areas of dealership sales and service operations specifically related to customer satisfaction. It requires strategic thinking to comprehend subsidiary plans and provide impact based recommendations for new and / or existing customer satisfaction programs.

Major Responsibilities

Priority 1st - 50%

Support customer satisfaction improvement activities in North America Region. Manage Subsidiaries initiatives and oversight of CX improvement programs. Responsible for the localization and implementation of programs and projects designed to improve customer satisfaction.

Priority 2nd - 30%

Collaborate with each subsidiary to develop and review CX business plans, organization, and KPIs that align with KMNA operating strategy.

Priority 3rd - 10%

Provide customer satisfaction planning and support to other subsidiaries as required to achieve NA RHQ goals.

Priority 4th - 10%

Perform other ad hoc tasks that support other RHQ CX team members as per the direction of the CX team lead.


  • Bachelor’s degree or higher required

Overall Experience

  • 5+ years’ experience in the automotive industry, retail and or corporate with dealer contact experience preferred
  • 2+ years’ experience with direct Customer Experience Management preferred

Directly Related Experience

  • Must have deep understanding of the retail sales and service process and key drivers of change
  • Administrative duties with a focus on attention to detail and organization skills.
  • Must understand the relationship between HQ and subsidiaries in auto manufacturer

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
  • Possession of a valid state driver’s license


Excellent communication skills required (written and oral)

Knowledge of project planning preferred

Proficient with Microsoft Office Suite – Outlook, Excel, PowerPoint

Ability to multi-task, juggle competing demands, prioritize and work with other team members at all levels within the company.

Ability to maintain the utmost confidentiality on all matters







Adapting to Change

Championing Customer Needs

Communicating Effectively

Delivering High Quality Work

Entrepreneurial Thinking

Managing Resources

Equal Employment Opportunities

KMA 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.  KMA complies with applicable law governing non-discrimination in employment in every location in which KMA has offices.  The KMA 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.