Manager, Customer Experience Strategy Coordination (Fountain Valley, CA, US, 92708)


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Reports to

Sr. Group Manager, CX Strategy & Integration



Exempt Status


Vehicle Benefit



The Manager of CX Strategy & Integration provides strategic and tactical support of the Customer Experience (CX) division’s vision, short- and mid-term strategies, and performance targets.

Specifically, this position manages projects and processes related to the CX division’s plans and budget; supports the North America (NA) region on CX initiatives; and coordinates across the parent company, region, and division on CX priorities.

Major Responsibilities

~ Support CX division’s long- and near-term strategic plans, e.g., research and analysis, planning workshop development, division and departments business plan coordination, and corporate strategy alignment. CX division includes Quality and Service Engineering, Retail Experience and Training, and Customer Care teams

~ Manage and support division’s vehicle launch readiness process for all models, e.g., maintain schedules, lead launch gate meetings, develop executive reports and presentations, and support issue resolution

~ Provide division governance, e.g., monthly and quarterly goal performance reports, monthly and ad hoc executive presentations, region CX committees. Interface with CX division leaders, corporate governance, other business units, and NA subsidiaries. Support strategies and tactics that mitigate risk and/or leverage opportunities

~ Manage division budget, including monthly, quarterly, and ad hoc reports to monitor expenses and identify issues or opportunities. Coordinate with Finance on division questions and issues

Major Responsibilities (continued)

~ Coordinate across division departments, region subsidiaries, and global parent company on division needs, priorities, and issues. Support CCO and General Manager on division requests and responses to parent company

~ Support strategic initiatives and enterprise task forces to identify issues, best practices, and collaboration opportunities across product, dealer, and customer experiences


~ This position has common manager-level authority as defined by HMA HR/Finance policy

~ Decision making in both strategic and tactical actions for division performance initiatives, including budget

~ Collaborate with Purchasing to source and manage supplier partners. Approve Purchase Orders and process/pay invoices, as needed, in adherence with finance approval policies

~ Employment decision-making abilities in designated area of responsibility. Hires, manages, reviews, and develops employees. Hire contractors, as needed


~ Bachelor’s degree required.
~ Master’s degree a plus
~ Must be a high school graduate

Related Experience

~ Six or more years of experience in roles that involve project management, budget management, researching information and analyzing data, and creation of executive reports and presentations

~ Automotive industry experience a plus

~ At least two years of supervisory experience

~ Supplier management experience helpful


~ Able to perform independently with little supervision, in a fast-paced environment, and delivering on multiple projects simultaneously

~ Strong critical thinking skills, including decision-making, problem-solving, and follow-up skills

~ Works very well with a variety of personalities and variety of employee levels

~ Strong oral and written communication skills

~ Strong project management and project tracking skills

~ Very good data analysis skills

~ Good creative skills

~ Excellent PowerPoint ability. Strong abilities in the use of Outlook, Excel, and Teams

~ Proficiency in SAP and Prophix a plus

Certification Required

~ N/A

Physical Requirements

Normal office duties
Overnight travel required

Compensation & Benefits



Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.