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Hyundai Capital America · 3 hours ago

Manager, Contact Center Strategy

United States-California-Irvine

Full-time

Onsite

Mid, Senior Level

$103K/yr - $160K/yr

5+ years exp

Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. The Manager, Contact Center Strategy will develop long-term strategies for customer service and contact center operations, ensuring customer satisfaction and effective collaboration across teams.

Financial Services

H1B Sponsor Likely

Responsibilities

Develop long-term strategy roadmap for the Customer Service and LEST (CS/LEST) contact center operation efficiency and service quality improvement

Guide internal and external cross-functional teams to implement the short and long-term CS/LEST contact center initiatives

Build business cases for CS/LEST contact center strategic initiatives for committee approvals and collaborate with internal stakeholders to gain alignment

Build relationships with OEM contact centers counterpart and develop partnerships to ensure successful execution of CS/LEST initiatives

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

Qualification

Customer service strategyData analysis toolsCRM/KMS knowledgeSupervisory experiencePerformance managementProblem solvingCritical thinkingWritten communicationVerbal communication

Required

Minimum 5-7 years of experience with customer service strategic initiatives

0-2 years of supervisory experience or leading teams

Bachelor's degree or equivalent work experience required

Working knowledge of customer experience, customer service channels, performance management

Ability to lead others, manage, coach and develop direct reports

Proficient in data analysis tools (SQL, Excel, Tableau) and qualitative feedback (DSAT, Complaints, Speech Analytics) to identify points of improvement

Ability to close business gaps with research, data, and action item planning/execution

Written and verbal communication skills including developing presentation material and presenting to leadership

Problem solving and critical thinking skills

Proven ability to organize and find specific documentation upon request

Preferred

Experience in a captive finance company preferred

Benefits

Medical, Dental and Vision plans that include no-cost and low-cost plan options

Immediate 401(k) matching and vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances

Paid Volunteer Time Off with company donation to a charity of your choice

Tuition reimbursement

Company

Hyundai Capital America

Glassdoor3.5

As a captive auto finance company, we achieve success by helping our partners succeed.

Founded in 1989

Irvine, California, USA

1001-5000 employees

http://www.hyundaicapitalamerica.com/

H1B Sponsorship

Hyundai Capital America has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (12)

2024 (14)

2023 (5)

2022 (9)

2021 (4)

2020 (3)