Servicing & Loyalty Strategy Manager

Job Description - Servicing & Loyalty Strategy Manager (260000R8)

Job Description

Servicing & Loyalty Strategy Manager - ( 260000R8 )

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.

If you’re looking for a fast‑paced, collaborative workplace where your ideas matter, join us as we lead the future of financing freedom of movement.

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.

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.

• 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.

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.

• 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…