National Manager, Tier 2 Customer Care

Status

Summary

This position is responsible for management, strategic planning and tactical execution of all aspects of Tier 2 Customer Care operations including operation of the Kia arbitration program, vehicle buyback requests from attorneys and consumers, goodwill, vehicle title-branding and disposal and customer complaints regarding product safety and performance in collaboration with the KUS Legal Department (Legal), North American Safety Office (NASO) and Product Quality (PQ) in compliance with state & federal law.

This position has significant fiscal responsibility as KUS can be subject to civil penalties and fines for non-compliance with state statutes at an individual case level, as well as damage to brand reputation.

Major Responsibilities

Priority 1st - 40%

Manage the daily operations of the Customer Care Escalated Case team (requests for buybacks from consumers, arbitrations process or attorneys, goodwill administration, vehicle disposal) to ensure compliance with federal & state laws in collaboration with Legal.

Priority 2nd - 40%

Manage the daily operations of the Customer Care Field Operations team (safety-related product complaints received from customers, insurance companies & field/dealers) in collaboration with NASO, Legal & PQ to ensure timely investigation and resolution

Priority 3rd - 10%

Monitor and provide direction/support of the regional and field Customer Care support activities through the Regional Parts & Service Managers and utilize Field Technical Specialist team as appropriate to prevent vehicle buyback/goodwill. Offer guidance and assistance when necessary, including dealer and field training.

Priority 4th - 10%

Collaborate with KUS Legal & NASO teams to provide lawsuit support including depositions of Tier 2 team members, develop innovative strategies to proactively minimize unnecessary legal activity and efficiently investigation product safety allegations.

Education/Certification

• Legal education preferred (paralegal, law school)
• Bachelors Degree or equivalent experience required, Masters Degree preferred

Overall Experience

• Direct automotive National Customer Care experience preferred.
• Minimum of 3 years of Regional/field experience including Customer Care preferred
• Minimum of 5 years management responsibility.
• Minimum of 10 years of automotive industry experience with steady and progressive responsibilities.

Directly Related Experience

• Demonstrated good judgment and initiative.
• Experience with automotive product liability claims handling/negotiation.
• Complex analysis with responsibility to apply results to strategic and tactical action.
• Knowledge & administration of the various state lemon laws and reacquired vehicle disclosure requirements.
• Understanding of Distributor TREAD reporting requirements.
• Cross-functional collaboration and team oriented project management skills

Skills

Competencies