About this role
<p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.</span></span></p> <p> </p> <p><em><b><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">It’s time you rethink what you expect from an employer.</span></span></b></em></p> <p> </p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.</span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>WORK MODEL</b></H2> </div><div><div>#LI-OnSite</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>WHAT YOU WILL DO</b></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif">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. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>HOW YOU WILL MAKE AN IMPACT</b></H2> </div><div><ul> <li> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Customer Care Strategy & Transformation:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Lead development and execution of strategic initiatives to modernize Customer Care capabilities, enhance customer experience, and improve operational performance using analytics, insights, and benchmarking.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Process Optimization & Operational Excellence:</strong> 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.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Technology & Innovation Enablement:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Provide strategic direction for Customer Care technology initiatives (CRM, telephony, analytics, knowledge management), ensuring alignment with long‑term strategy, operational needs, and approved priorities.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Insights, Benchmarking & Industry Trends:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Leverage internal data, external benchmarks, and industry trends to identify improvement and disruption opportunities; translate insights into actionable recommendations and funding proposals.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Strategic Budget & Portfolio Management:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">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.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Decision Authority & Governance:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Exercise authority to make strategic recommendations and operational decisions within assigned scope, including delegated approval authority from senior leadership.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Cross‑Functional Collaboration & Influence:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Partner with Operations, Finance, IT, Purchasing, Legal, and executive leadership to align priorities, secure approvals, and ensure successful execution of strategic programs.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>People Leadership & Development:</strong> </span><br><span style="font-family:arial, helvetica, sans-serif">Manage, coach, evaluate, and develop assigned staff; set clear direction, provide performance feedback, and foster a culture of accountability, innovation, and continuous improvement.</span></p> </li> <li style="font-family:arial, helvetica, sans-serif"> <p><span style="font-family:arial, helvetica, sans-serif"><strong>Special Projects & Executive Support:<br></strong> Lead or support leadership‑driven initiatives, including preparation of executive‑level materials, presentations, and strategic recommendations.</span></p> </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>WHAT YOU WILL BRING TO THE ROLE</b></H2> </div><div><ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">High school diploma required.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Bachelor’s degree preferred.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Master’s degree a plus</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Eight or more years of of progressive experience, preferably within automotive, customer care, customer experience, or operations.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Prior experience in strategy, process improvement, or transformation roles strongly preferred.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Demonstrated people leadership experience required.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Strong strategic thinking and problem‑solving capabilities.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Ability to analyze data, trends, and insights to drive decisions.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience influencing cross‑functional stakeholders and senior leadership.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Familiarity with budget planning, financial analysis, and strategic resource allocation.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Field and Corporate Management experience desired.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience in directing operations management for a call center preferred.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent written and verbal communication skills, including executive‑level presentations.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Proficiency in Microsoft Word, Excel, PowerPoint, and data visualization tools.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Ability to thrive in a fast‑paced, evolving environment.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>WHAT HYUNDAI CAN OFFER YOU</b></H2> </div><div><ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Compensation Range: $107,800 - $154,000 annual base salary</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Holiday Pay - the company shuts down with pay between Christmas and New Years.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Vacation and sick time off</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Healthcare insurance (medical, dental, and vision)</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">401(K) company match</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Basic life insurance, short- and long-term disability</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Mental health, wellbeing, and employee assistance program</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>WHAT HAPPENS NEXT</b></H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif">Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our <a tabindex="0" href="https://careers-americas.hyundai.com/hma/content/How-we-Hire/?locale=en_US" rel="noopener noreferrer">How We Hire</a> page. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>OTHER DETAILS</b></H2> </div><div><ul> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Normal office duties.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Periodic travel to contact centers or operational sites as required. Approximately 5-10% </span></li> </ul></div></div></div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.</span></span></p>