Customer Experience & Loyalty Strategy Lead

Hyundai Capital; Atlanta (GA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Vehicle allowance

Health coverage

HSA contributions

401(k) with company match

Life and disability insurance

Wellbeing benefits

Leadership programs

Career development

Volunteer time off

Job summary

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager to lead strategic initiatives for Customer Service and Lease-End operations. You will analyze business needs, build business cases, and coordinate with internal teams, vendors, and OEM counterparts to drive improvements in service quality and efficiency.

The role requires 5–7 years in customer service strategy or related fields, plus strong data analysis skills using SQL, Excel, and Tableau.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant work experience required.
• Working knowledge of customer experience, contact center operations, service channels, and performance management.
• Proficiency in data analysis and reporting tools, including SQL, Excel, and Tableau.
• Ability to independently lead projects and influence cross-functional stakeholders without formal authority.

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.

Job description

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager to lead strategic initiatives for Customer Service and Lease-End operations. You will analyze business needs, build business cases, and coordinate with internal teams, vendors, and OEM counterparts to drive improvements in service quality and efficiency.

The role requires 5–7 years in customer service strategy or related fields, plus strong data analysis skills using SQL, Excel, and Tableau.