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

Job Description - Servicing & Loyalty Strategy Manager (260000QY)

Job Description

Servicing & Loyalty Strategy Manager - (260000QY)

Description

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.

We’re a company driven by growth, innovation, and people. At HCA, you’ll find opportunities to build new skills, expand your career, and make a real impact—while working in a diverse, inclusive, and values‑driven environment. We’re proud to support our communities through volunteerism, philanthropy, and engaged Employee Resource Groups.

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.

WHAT 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.

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.

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.

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. That’s why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing—at 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 thrive—personally and professionally.

WHAT HAPPENS NEXT

OTHER DETAILS

Our Company is an equal opportunity employer committed to fostering a diverse, inclusive, and respectful workplace—because 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.

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

The latest version of our Privacy Policy can be found here . 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 [e-mail] .