Responsibilities

• Develop and execute national service retention and loyalty strategies that increase customer lifetime value, improve ownership experiences, and strengthen long-term relationships between Kia customers and retailers.
• Develop business cases, executive approval documents, and strategic recommendations supporting department objectives.
• Drive alignment between Corporate, Field, and Dealer organizations to achieve retention and loyalty goals.
• Lead the development and execution of customer experience strategies that support a Tier-1 ownership experience throughout the customer lifecycle.
• Identify opportunities to improve customer touchpoints across the ownership journey, including sales-to-service transitions, service scheduling, dealership interactions, Kia Connect, Owner's Portal, and emerging digital customer platforms.
• Lead initiatives supporting ownership experiences for Kia's expanding electrified vehicle portfolio.
• Lead the successful design, implementation, execution, and sustainment of aftersales business development programs that improve dealer profitability and operational performance.
• Oversee initiatives including Service Elite, Service Lane Technology, Express Service, Prepaid Maintenance, service capacity expansion, and future business growth opportunities.
• Manage vendor relationships and program partners to ensure effective delivery of business objectives.
• Partner with Sales, Marketing, Customer Satisfaction, Parts, Kia University, Customer Care, and other stakeholders to drive program success.

Requirements

• Bachelor’s degree or equivalent experience required
• Project Management experience in a wholesale automotive environment required
• 6-8 years’ experience in the automotive industry, retail and/or corporate required
• 6+ years’ experience in field service management and/or dealer contact experience with an OEM preferred
• Overall knowledge of manufacturer, field, and dealership operations required
• Direct management of field activities preferred
• Knowledge and understanding of both wholesale and retail automotive operations regarding all areas of Service & Parts Operations
• Deep understanding of retail automotive fixed operations and customer retention drivers
• Strong knowledge of customer experience management, customer journey mapping, and loyalty strategies
• Advanced analytical and business intelligence capabilities, including performance measurement and KPI management

Preferred

• Master’s Degree in Business or relevant field a plus
• 6+ years of regional automotive field experience preferred
• Experience in Customer Care and/or Customer Experience Management preferred
• 5+ years’ experience in retail dealership service operations is desirable
• Experience with digital ownership platforms, connected vehicle services, and emerging customer engagement technologies
• Ability to champion the adoption and effective utilization of Artificial Intelligence (AI) and emerging technologies across Corporate, Field, and Dealer operations, fostering innovation, improving decision-making, enhancing productivity, and driving measurable business outcomes

Benefits

• 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
• paid time off
• company lease and purchase programs
• company-wide holiday shutdown
• paid volunteer hours
• premium lifestyle amenities at our corporate campus in Irvine, California