Hybrid Servicing & Loyalty Strategy Manager

Hyundai Capital; Irvine (CA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid flexibility

Vehicle allowance

Health coverage

HSA contributions

401(k) with company match

Life and disability insurance

Wellbeing benefits

Career development

Volunteer time off

Job summary

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager in Irvine, CA. The role focuses on customer service strategy, contact center operations, and loyalty initiatives to improve experience, efficiency, and compliance.

You will lead cross-functional projects, build business cases, and shape roadmaps with internal teams and vendors. Qualified candidates have 5–7+ years in related roles, proficiency in SQL/Excel/Tableau, and strong stakeholder management.

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.
• Experience in a captive finance company preferred.
• 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.

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

SQL

Excel

Tableau

Data analysis

Cross-functional leadership

Stakeholder management

Communication

Project management

Problem solving

Education

Bachelor’s degree

Job description

Hyundai Capital America is seeking a Servicing & Loyalty Strategy Manager in Irvine, CA. The role focuses on customer service strategy, contact center operations, and loyalty initiatives to improve experience, efficiency, and compliance.

You will lead cross-functional projects, build business cases, and shape roadmaps with internal teams and vendors. Qualified candidates have 5–7+ years in related roles, proficiency in SQL/Excel/Tableau, and strong stakeholder management.