Hybrid Loyalty & Service Strategy Lead

Taleo; Irvine (CA); Hybrid; USD 125,000 - 175,000; Full time

Benefits offered by this job

Hybrid flexibility

Vehicle perks

Comprehensive health coverage

Employer-funded HSA contributions

401(k) with company match

Life and disability insurance

Job summary

Hyundai Capital America invites a Servicing & Loyalty Strategy Manager to lead customer service strategy, call routing, and lease-end initiatives across the organization. The role partners with business, technology, and operations teams to deliver improved service quality and compliance.

The ideal candidate has 5–7 years in CX, contact center operations, and strong data-analysis skills (SQL, Excel, Tableau) to support strategic decisions and executive-level presentations.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• 5–7 years of experience supporting customer service strategy, contact center operations, or related initiatives.
• Experience independently leading cross-functional projects or strategic initiatives.
• Experience in a captive finance company preferred.

Responsibilities

• Coordinate with internal teams, vendors, and OEM contact center counterparts to implement Customer Service and Lease-End initiatives.
• Develop business cases for strategic contact center initiatives and present recommendations for committee approval.
• Contribute to development and execution of contact center roadmaps by analyzing business needs and identifying improvement opportunities.

Skills

Customer service strategy

Cross-functional leadership

Data analysis

Executive presentations

Stakeholder management

Call center operations

Education

Bachelor's degree or equivalent

Tools

SQL

Excel

Tableau

Job description

Hyundai Capital America invites a Servicing & Loyalty Strategy Manager to lead customer service strategy, call routing, and lease-end initiatives across the organization. The role partners with business, technology, and operations teams to deliver improved service quality and compliance.

The ideal candidate has 5–7 years in CX, contact center operations, and strong data-analysis skills (SQL, Excel, Tableau) to support strategic decisions and executive-level presentations.