Customer Experience & Contact Center Strategy Lead

Hyundai Capital America; Irvine (CA); Hybrid; USD 88,000 - 136,000; Full time

Benefits offered by this job

Hybrid flexibility (4 days in office,

Health coverage

401(k) with company match

Life and disability insurance

Wellbeing programs

Volunteer Time Off

Job summary

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager to advance Customer Service and Lease-End initiatives. You will analyze customer and operational data, build business cases, and lead cross-functional projects with internal teams, vendors, and OEM counterparts.

The role emphasizes improving service quality, efficiency, and compliance while shaping contact center roadmaps and stakeholder alignment across the organization.

Qualifications

• 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.
• Bachelor’s degree or equivalent combination of education and relevant work experience.
• 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.
• Strong problem-solving, critical-thinking, communication, and stakeholder-management skills.

Responsibilities

• 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.

Skills

Cross-functional leadership

Communication

Problem solving

Stakeholder management

Data analysis

Project leadership

Team collaboration

Education

Bachelor’s degree or equivalent

Tools

SQL

Excel

Tableau

Job description

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager to advance Customer Service and Lease-End initiatives. You will analyze customer and operational data, build business cases, and lead cross-functional projects with internal teams, vendors, and OEM counterparts.

The role emphasizes improving service quality, efficiency, and compliance while shaping contact center roadmaps and stakeholder alignment across the organization.