Servicing & Loyalty Strategy Manager

WHAT YOU WILL BRING TO THE ROLE

• Minimum 5-7 years of experience supporting customer service strategy contact center operations customer experience or related initiatives.

• Experience independently leading cross-functional projects or strategic initiatives.

• Experience in a captive finance company preferred.

• Bachelors degree or equivalent combination of education and relevant work experience required.

• Working knowledge of customer experience contact center operations service channels and performance management.

• Ability to independently lead projects and influence cross-functional stakeholders without formal authority.

• Proficiency in data analysis and reporting tools including SQL Excel and Tableau.

• Ability to analyze customer feedback and operational data including dissatisfaction results complaints and speech analytics to identify improvement opportunities.

• Ability to develop business cases recommendations action plans and executive-level presentations.

• Strong problem-solving critical-thinking communication and stakeholder-management skills.

• Ability to organize and maintain accurate documentation for business and compliance needs.

WE TAKE CARE OF OUR PEOPLE

At HCA our people drive our success. Thats why we offer a competitive rewards package that supports your health financial future and overall wellbeingat work and beyond.

Benefits Highlights

• Hybrid flexibility 4 days in office 1 day remote

• Vehicle perks monthly vehicle allowance plus purchase and lease discounts

• Comprehensive health coverage medical dental and vision plans

• Employer-funded HSA contributions to help reduce healthcare costs

• 401(k) with company match and immediate vesting from day one

• 100% company-paid life and disability insurance

• Wellbeing benefits including fitness and health resources

• Leadership programs and career development that support continuous learning

• Paid Volunteer Time Off and a company charitable donation in your honor

Because great benefits help you thrivepersonally and professionally.

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture visit our careers page.

OTHER DETAILS

Our Company is an equal opportunity employer committed to fostering a diverse inclusive and respectful workplacebecause we believe diversity builds stronger teams. We comply with all applicable federal state and local equal employment opportunity laws and do not discriminate on the basis of race religion or creed color national origin ancestry caste citizenship sex or gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity or expression age disability medical condition genetic information marital status family care or medical leave status military or veteran status political affiliation or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be foundhere. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at.

Hyundai Capital America (HCA) helps people move forward. Through Hyundai Motor Finance Genesis Finance and Kia Finance we deliver innovative financing leasing and insurance solutions to more than 3 million customers and businesses nationwide.

Were a company driven by growth innovation and people. At HCA youll find opportunities to build new skills expand your career and make a real impactwhile working in a diverse inclusive and valuesdriven environment. Were proud to support our communities through volunteerism philanthropy and engaged Employee Resource Groups.

If youre looking for a fastpaced collaborative workplace where your ideas matter join us as we lead the future of financing freedom of movement. Apply today.

WHAT YOU WILL DO

The Servicing & Loyalty Strategy Manager supports strategic initiatives that enhance Customer Service and Lease-End operations including customer segmentation call routing contact center technologies and customer experience. This role analyzes business and operational needs recommends improvements and coordinates with business technology operations and vendor stakeholders to implement solutions that improve service quality efficiency compliance and customer outcomes.

HOW YOU WILL MAKE AN IMPACT

• Coordinate with internal teams vendors and OEM contact center counterparts to implement Customer Service and Lease-End initiatives build stakeholder alignment and support successful execution.

• Develop business cases for strategic contact center initiatives present recommendations for committee approval and collaborate with stakeholders to gain alignment.

• Contribute to the development and execution of contact center roadmaps by analyzing business needs identifying improvement opportunities and recommending solutions that enhance operational efficiency service quality and customer experience.