Senior Manager - Customer Experience Strategy & Platforms

WORK MODEL

WHAT YOU WILL DO

• Champions and delivers customer-first transformation by empowering internal teams with the tools, capabilities, and strategies needed to deliver exceptional customer experiences across Hyundai and Genesis in North America. This position leads the strategy, design, development, and continuous evolution of Connex, HMNA’s Salesforce-based customer experience platform by drawing upon key insights, competitive intelligence, industry best practices, and the voice of the customer.

HOW YOU WILL MAKE AN IMPACT

• Serve as the North American business leader for Connex, establishing and managing the platform strategy, roadmap, prioritization, governance, and operating model for Hyundai and Genesis in alignment with regional objectives and global standards.
• Drive adoption with internal and agency partners and identify opportunities to improve customer experience.
• Oversee the end-to-end demand and delivery process, including discovery, requirements development, experience and process design, prioritization, scope, release planning, launch readiness, and post-launch evaluation.
• Lead cross-functional coordination, balancing customer impact, strategic value, feasibility, risk, cost, dependencies, and capacity.
• Identify and advance transformational capabilities, including AI, agentic solutions, automation, conversational communications, and customer data.
• Monitor platform performance, service health, data quality, integration effectiveness, operational risk, and benefits realization, coordinating corrective actions and continuous improvement as needed.
• Manage budgets, licenses, forecasts, data and token usage, contracts, and executive communications. 
• This position has common senior manager-level authority as defined by HMA HR/Finance policy.
• Employment decision-making abilities in designated area of responsibility.

WHAT YOU WILL BRING TO THE ROLE

• Bachelor’s degree.
• Master’s degree a plus.
• Eight or more years of experience in customer experience, CRM, digital transformation, and/or customer care.
• Experience leading a Salesforce-based enterprise platform, with emphasis on Service and Marketing Clouds. 
• Experience translating customer and business needs into platform roadmaps, business requirements, prioritized enhancements, and measurable outcomes.
• Experience leading complex, cross-functional programs involving business and technology teams, global and regional stakeholders, and external partners.
• Experience managing projects, budgets, suppliers, contracts, and professional services.
• Supervisory experience is preferred.
• Experience in automotive, customer care, CRM, aftersales, connected vehicle, or owner marketing.
• Experience applying AI, automation, agentic solutions, conversational email, or digital communications to customer or employee experience use cases.
• Ability to translate customer, employee, and business needs and deliver measurable platform enhancements and innovations.  
• Strong functional knowledge of Salesforce Service Cloud, customer care operations, and related integrations.
• Ability to facilitate change management.
• Strong collaboration, influence, and decision-making skills across functions, regions, and external partners.
• Strong analytical, problem-solving, risk-management, and performance-measurement skills.
• Knowledge of AI, automation, customer data, related privacy, security, and governance considerations.
• Able to create executive-level presentations.
• Ability to work independently, manage multiple priorities, and deliver in a fast-paced environment.
• Familiarity with Agile.
• Able to work with Tableau and other analytical tools.
• Strong financial acumen, including budget, contract, licensing, and supplier management.
• Salesforce certifications strongly preferred, particularly Service Cloud; certifications in Marketing Cloud, Automotive Cloud, Data Cloud, or Salesforce AI capabilities are a plus.
• PMP, Agile, product management, or change management certification a plus.
• Proficiency with Microsoft 365, CoPilot, and relevant project-management tools.
• Strong leadership and team-development skills.

WHAT HYUNDAI CAN OFFER YOU

• Compensation Range: $114,800 - $164,000 annual base salary
• Monthly vehicle lease allowance – Eligible employees receive a monthly 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 HAPPENS NEXT

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 How We Hire page.

OTHER DETAILS

• Physical requirements: Normal office duties. 
• Occasional overnight travel may be necessary.