Senior Manager, Customer Care Strategic Initiatives

Senior Manager, Customer Care Strategic Initiatives 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. Customer Care Strategy & Transformation Lead development and execution of strategic initiatives to modernize Customer Care capabilities, enhance customer experience, and improve operational performance using analytics, insights, and benchmarking. Process Optimization & Operational Excellence 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. Technology & Innovation Enablement Provide strategic direction for Customer Care technology initiatives (CRM, telephony, analytics, knowledge management), ensuring alignment with long‑term strategy, operational needs, and approved priorities. Insights, Benchmarking & Industry Trends Leverage internal data, external benchmarks, and industry trends to identify improvement and disruption opportunities; translate insights into actionable recommendations and funding proposals. Strategic Budget & Portfolio Management 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. Decision Authority & Governance Exercise authority to make strategic recommendations and operational decisions within assigned scope, including delegated approval authority from senior leadership. Cross‑Functional Collaboration & Influence Partner with Operations, Finance, IT, Purchasing, Legal, and executive leadership to align priorities, secure approvals, and ensure successful execution of strategic programs. People Leadership & Development Manage, coach, evaluate, and develop assigned staff; set clear direction, provide performance feedback, and foster a culture of accountability, innovation, and continuous improvement. Special Projects & Executive Support Lead or support leadership‑driven initiatives, including preparation of executive‑level materials, presentations, and strategic recommendations. What You Will Bring To The Role High school diploma required. Bachelor’s degree preferred. Master’s degree a plus. Eight or more years of progressive experience, preferably within automotive, customer care, customer experience, or operations. Prior experience in strategy, process improvement, or transformation roles strongly preferred. 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. Field and Corporate Management experience desired. Experience in directing operations management for a call center preferred. 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. What Hyundai Can Offer You Compensation Range: $107,800 - $154,000 annual base salary. 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). Other Details Normal office duties. Periodic travel to contact centers or operational sites as required. Approximately 5-10%. Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. #J-18808-Ljbffr Hyundai