Sr. Manager, Digital Product Management (Customer Service Platform)

Hyundai Capital America • Irvine, CA

3d • Hybrid

About The Position

The Sr. Manager, Digital Product Manager (Customer Service Platform) owns the end-to-end strategy, roadmap, and business outcomes for HCA’s customer service CRM platform. This role is accountable for defining the product vision, translating customer and business needs into scalable solutions, and ensuring measurable impact cross the customer lifecycle and associated workflows. This role operates at the intersection of customer experience, data, and technology, partnering across CX Digital, Operations, Analytics, and Technology to deliver outcomes that improve customer engagement.

Requirements

• Minimum 8 years progressive experience in a product, customer or dealer experience environment, with a focus on digital platforms including 3-5 years in a Product Manager role (preferably in the CRM or customer service domain.
• Minimum 3 years supervisory experience.
• Proven experience owning strategy and outcomes, designing and optimizing engagement or lifecycle programs across customer experiences
• Experience working in a product-based organization and Agile/Scrum environment.
• Bachelor’s degree in Business Administration, Marketing, Computer Science, or related field.
• Demonstrates leadership skills with excellent verbal and written communication abilities to engage both technical and non-technical stakeholders.
• Proven ability to drive teams and clearly articulate a product vision.
• Deep understanding of CRM systems and customer service processes
• Strong knowledge of Salesforce Service Cloud capabilities and familiarity with legal CRM platforms
• Able to guide technical teams by understanding platform features and limitations.
• Proven ability to plan and manage complex projects.
• Skilled in Agile methodologies (Scrum/Kanban), including writing user stories, defining acceptance criteria, and prioritizing backlog items.
• Experience using project management and collaboration tools (e.g., JIRA, Azure DevOps) to track progress and communicate milestones.
• Strong strategic thinking to align product development with business goals.
• Strong stakeholder management capabilities in a matrixed environment.
• Ability to successfully manage, train, develop and mentor direct reports.
• Strong written and verbal communication skills including ability to present to leadership.
• Excellent problem-solving and analytical skills to make data-driven decisions on features and enhancements.
• Capable of balancing short-term deliverables with long-term product strategy.
• Experience driving organizational change and user adoption for new technology solutions.
• Highly adaptable and flexible in managing priorities within fast-paced, dynamic environments.
• Ability to adjust priorities to respond to shifting business needs while maintaining focus on delivering value.
• Proven track record of building strong partnerships and collaborating effectively with cross-functional teams, developers, UX designers, QA, and third- party vendors or consultants, to achieve shared objectives.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Nice To Haves

• MBA or relevant advanced degree a plus.
• Certified Scrum Product Owner (CSPO) or equivalent Agile certification preferred.
• Salesforce certifications (such as Salesforce Administrator or Service Cloud Consultant) preferred

Responsibilities

• Own the product vision and ensure long-term product strategy is aligned to enterprise goals.
• Translate customer journeys, pain points, and behavioral insights into proactive customer engagement and product opportunities.
• Define multi-year roadmaps for capabilities, automation, personalization, and engagement.
• Act as the connective tissue across business, technology, and operations areas.
• Serve as product owner for HCA’s CRM platform.
• Define requirements, user stories, and data needs.
• Partner with Technology, Data and Digital teams to ensure scalable, reliable delivery.
• Facilitate prioritization, alignment, and decision making forums.
• Lead the design and launch of high-impact customer engagement programs or features.
• Ensure each initiative has a clear purpose, success metrics, and expected outcomes.
• Create, refine, and maintain a product backlog of epics, user stories, and tasks.
• Continuously prioritize backlog items based on business value, technical feasibility and strategic alignment.
• Conduct backlog grooming sessions and ensure development teams always have a clear set of priorities.
• Define KPIs and success metrics tied to customer or operational outcomes.
• Leverage analytics, experimentation, and insights to refine product performance.
• Partner with Data & Analytics to build dashboards, track impact, and inform future roadmap decisions.
• Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level: Associate / Sr. Associate: $350, Manager / Sr. Manager: $600, Director: $800, Executive Director: $900, VP or Above: $1,000
• 100% employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

What This Job Offers

• Job Type: Full-time
• Career Level: Manager