Description WHAT YOU WILL DO The Servicing & Loyalty Strategy Manager supports strategic initiatives that enhance Customer Service and Lease-End operations, including customer segmentation, call routing, contact center technologies, and customer experience. This role analyzes business and operational needs, recommends improvements, and coordinates with business, technology, operations, and vendor stakeholders to implement solutions that improve service quality, efficiency, compliance, and customer outcomes.
HOW YOU WILL MAKE AN IMPACT - Coordinate with internal teams, vendors, and OEM contact center counterparts to implement Customer Service and Lease-End initiatives, build stakeholder alignment, and support successful execution.
- Develop business cases for strategic contact center initiatives, present recommendations for committee approval, and collaborate with stakeholders to gain alignment.
- Contribute to the development and execution of contact center roadmaps by analyzing business needs, identifying improvement opportunities, and recommending solutions that enhance operational efficiency, service quality, and customer experience.
Qualifications WHAT YOU WILL BRING TO THE ROLE - Minimum 5-7 years of experience supporting customer service strategy, contact center operations, customer experience, or related initiatives.
- Experience independently leading cross-functional projects or strategic initiatives.
- Experience in a captive finance company preferred.
- Bachelor's degree or equivalent combination of education and relevant work experience required.
- Working knowledge of customer experience, contact center operations, service channels, and performance management.
- Ability to independently lead projects and influence cross-functional stakeholders without formal authority.
- Proficiency in data analysis and reporting tools, including SQL, Excel, and Tableau.
- Ability to analyze customer feedback and operational data, including dissatisfaction results, complaints, and speech analytics, to identify improvement opportunities.
- Ability to develop business cases, recommendations, action plans, and executive-level presentations.
- Strong problem-solving, critical-thinking, communication, and stakeholder-management skills.
- Ability to organize and maintain accurate documentation for business and compliance needs.
WE TAKE CARE OF OUR PEOPLE At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.
Benefits Highlights- Hybrid flexibility - 4 days in office, 1 day remote
- Vehicle perks - monthly vehicle allowance plus purchase and lease discounts
- Comprehensive health coverage - medical, dental, and vision plans
- Employer-funded HSA contributions to help reduce healthcare costs
- 401(k) with company match and immediate vesting from day one
- 100% company-paid life and disability insurance
- Wellbeing benefits including fitness and health resources
- Leadership programs and career development that support continuous learning
- Paid Volunteer Time Off and a company charitable donation in your honor
Because great benefits help you thrive-personally and professionally. 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 culture, visit our careers page.
