EVP – Customer Operations — Passenger-Vehicle Business

The mandate

The board has concluded that incremental adjustment will not resolve customer operations fragmented across channels and markets within a institutionally backed integrated automotive and components manufacturer. The immediate arena is the passenger-vehicle business during a regional profitability recovery. For mandate 281, the successful executive inherits decisions that have been deferred, competing stakeholder expectations and a need to establish facts before committing further capital.

The EVP – Customer Operations operating perimeter covers approximately ₩15,750 billion in regional revenue and programme portfolio, with activity spanning several passenger-vehicle business customer, product and delivery clusters rather than a single asset. The EVP – Customer Operations Automotive remit carries direct influence over roughly 1,375 colleagues and third-party capacity.

The board and its investment committee want a EVP – Customer Operations who can convert ambiguity into a short list of explicit choices for the passenger-vehicle business. The EVP – Customer Operations Automotive seat must resolve a regional profitability recovery, while preserving the underlying strengths of the passenger-vehicle business. For mandate 281, value will come through sharper allocation, stronger leaders and an operating cadence that exposes variance early.

The EVP – Customer Operations’s first year on the passenger-vehicle business is expected to end with service consistency, lower failure demand and improved retention. In mandate 281, authority covers resources and leadership appointments; material trade-offs go directly to the board sponsor.

Why this seat is open

This is a newly created EVP – Customer Operations — Passenger-Vehicle Business seat approved as part of the next operating model; it is not an incumbent replacement. The board is running a planned 4–6 month search so the appointee can join ahead of the next capital and talent cycle. Current leaders retain their existing accountabilities until the passenger-vehicle business remit is formally activated. Confidentiality protects organisation design choices while the board compares external and adjacent-sector talent.

What you will own

• Set the EVP – Customer Operations value-creation thesis for the passenger-vehicle business, translate it into no more than five enterprise priorities and stop work that does not support them.
• Carry stewardship of approximately ₩15,750 billion in regional revenue and programme portfolio, including allocation, risk acceptance and board forecasts.
• Lead the EVP – Customer Operations Automotive organisation of about 1,375 employees and partners, appointing a team with clear decision rights and credible succession for every critical seat.
• Resolve the passenger-vehicle business economics and execution constraints created by a regional profitability recovery, with EVP – Customer Operations-approved owners, dated milestones and transparent escalation thresholds.
• Establish one EVP – Customer Operations operating review across commercial, customer, financial, people, technology and risk outcomes for the passenger-vehicle business; remove reconciliations that obscure accountability.
• Demonstrate enterprise authority across functions and markets, with outcomes visible in cash, customers or controlled risk in mandate 281.
• Build the EVP – Customer Operations’s three-year succession and capability plan for the passenger-vehicle business, reducing dependence on individual executives and improving mobility across the wider Automotive organisation.

The first 12 months

• Days 1–90: Validate the passenger-vehicle business baseline, meet the 30 stakeholders most consequential to customer operations fragmented across channels and markets, assess the leadership team, stabilise immediate delivery risks and agree a board-owned scorecard with explicit decision gates.
• Months 4–9: Make the principal EVP – Customer Operations portfolio and organisation choices for the passenger-vehicle business, install the new operating cadence, fill critical leadership gaps and deliver the first measurable release of cash, capacity or customer value.
• Months 10–12: Demonstrate a repeatable passenger-vehicle business trend against service consistency, lower failure demand and improved retention, lock the following year’s capital and talent plan, evidence control sustainability and present a credible three-year value case with downside actions.

What the board will measure

• Delivery of the EVP – Customer Operations’s agreed first-year passenger-vehicle business value case within a 10% tolerance, with variance explained before rather than after the relevant quarter closes.
• A EVP – Customer Operations forecast that remains decision-useful across three consecutive quarters and reconciles the passenger-vehicle business’s operating, cash, customer and people assumptions.
• Closure of the EVP – Customer Operations mandate’s highest-priority passenger-vehicle business risk and execution issues by their board-approved dates, with independent evidence that fixes are sustained.
• Retention of at least 90% of critical passenger-vehicle business talent and ready-now successors for at least 70% of the EVP – Customer Operations’s direct reports.
• A quantified EVP – Customer Operations-owned improvement in the passenger-vehicle business operating constraint behind a regional profitability recovery, supported by a clean baseline and named data owner.
• Clear stakeholder confidence in mandate 281: no unresolved high-severity escalation older than 30 days and no material surprise withheld from its agreed governance forum.

The person

You are currently a EVP Customer Operations, Service COO or Customer Experience Head in a institutionally backed Automotive or adjacent enterprise. In relation to the passenger-vehicle business, your EVP – Customer Operations track record includes a transition where the original plan was no longer sufficient; you can explain your choices, evidence and numerical impact. Candidates from automotive, industrial manufacturing, mobility, components or engineering services will be considered where the operating model, customer stakes and governance intensity match this EVP – Customer Operations brief.

As a EVP – Customer Operations candidate, you bring 22–28 years of progressive Automotive or adjacent-sector experience, consistent with the 22-28 experience band. At minimum, you have carried a P&L, book, budget or accountable portfolio of ₩9,150 billion and led an organisation of at least 950 people.

For mandate 281, the board wants two transitions: a difficult passenger-vehicle business portfolio choice and a leadership-system change during a regional profitability recovery. As the prospective EVP – Customer Operations for this passenger-vehicle business, you must challenge optimistic cases and still create followership. References for mandate 281 must distinguish your contribution from the institution around you.

The EVP – Customer Operations must be based in Seoul; international relocation is supported, but this Automotive role is not designed as a remote appointment.

Non-negotiables

• Current or recent accountability at the level of EVP Customer Operations, Service COO or Customer Experience Head, with direct exposure to a board, investment committee or equivalent Automotive governance forum.
• Proven EVP – Customer Operations ownership of at least ₩9,150 billion and leadership of no fewer than 950 employees in a comparable passenger-vehicle business context.
• One completed Automotive or adjacent-sector example of customer operations fragmented across channels and markets with outcomes sustained for at least two reporting periods after the initial intervention.
• Sector credibility from automotive, industrial manufacturing, mobility, components or engineering services; experience that is purely functional and lacks EVP – Customer Operations-level passenger-vehicle business consequences will not meet the bar.
• Willingness to meet the Seoul location expectation, complete conflicts and background diligence, and protect the confidentiality of mandate 281.

Compensation and terms

The anticipated EVP – Customer Operations package is ₩420–560 million base + annual incentive, calibrated to the final passenger-vehicle business scope and the candidate’s current mix. Any long-term participation for mandate 281 follows standard vesting and performance conditions. The EVP – Customer Operations appointment in Seoul, centred on the passenger-vehicle business, offers regular exposure to the board and its investment committee. A notice period of up to 6 months can be accommodated for the selected executive in mandate 281.

Confidentiality

The organisation will be identified only after reciprocal interest and a confidentiality undertaking for mandate 281. The market, scale and situation in this brief are intentionally composite and are not a coded description of a named enterprise for mandate 281.