Senior Manager, Customer Care Strategic Initiatives Cust Care Strtgc Initiatv

Hyundai Motor Company • Fountain Valley, CA

2d • Onsite

About The Position

The Sr. Manager, Customer Care Strategic Initiatives is a change catalyst responsible for shaping the future of Customer Care through insight-led transformation. This role challenges the status quo by leveraging customer insights, data, and industry intelligence to reimagine processes, programs, and technology-enabled solutions. Partnering closely with Customer Care operations and cross-functional teams, the role ensures strategy translates into scalable execution through strong alignment and disciplined handoffs. By thoughtfully stewarding the Customer Care budget and prioritizing high-impact initiatives, this position bridges vision and execution to deliver measurable improvements for Hyundai and Genesis customers and the organization.

Requirements

• High school diploma required.
• Eight or more years of of progressive experience, preferably within automotive, customer care, customer experience, or operations.
• Demonstrated people leadership experience required.
• Strong strategic thinking and problem‑solving capabilities.
• Ability to analyze data, trends, and insights to drive decisions.
• Experience influencing cross‑functional stakeholders and senior leadership.
• Familiarity with budget planning, financial analysis, and strategic resource allocation.
• Excellent written and verbal communication skills, including executive‑level presentations.
• Proficiency in Microsoft Word, Excel, PowerPoint, and data visualization tools.
• Ability to thrive in a fast‑paced, evolving environment.

Nice To Haves

• Bachelor’s degree preferred.
• Master’s degree a plus
• Prior experience in strategy, process improvement, or transformation roles strongly preferred.
• Field and Corporate Management experience desired.
• Experience in directing operations management for a call center preferred.

Responsibilities

• Lead development and execution of strategic initiatives to modernize Customer Care capabilities, enhance customer experience, and improve operational performance using analytics, insights, and benchmarking.
• Partner with Customer Care Operations to evaluate current‑state processes, identify inefficiencies, and design future‑state solutions. Develop RACIs, KPIs, business cases, system requirements, and transition plans to enable effective adoption.
• Provide strategic direction for Customer Care technology initiatives (CRM, telephony, analytics, knowledge management), ensuring alignment with long‑term strategy, operational needs, and approved priorities.
• Leverage internal data, external benchmarks, and industry trends to identify improvement and disruption opportunities; translate insights into actionable recommendations and funding proposals.
• Oversee strategic Customer Care budgets, including prioritization, funding allocation, sequencing of initiatives, and reallocation of resources to maximize impact; responsible for financial stewardship rather than tactical purchasing.
• Exercise authority to make strategic recommendations and operational decisions within assigned scope, including delegated approval authority from senior leadership.
• Partner with Operations, Finance, IT, Purchasing, Legal, and executive leadership to align priorities, secure approvals, and ensure successful execution of strategic programs.
• Manage, coach, evaluate, and develop assigned staff; set clear direction, provide performance feedback, and foster a culture of accountability, innovation, and continuous improvement.
• Lead or support leadership‑driven initiatives, including preparation of executive‑level materials, presentations, and strategic recommendations.

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED