Sr. Manager, Digital Product Management (Customer Service Platform)

What You Will Bring

Minimum 8 years progressive experience in a product customer or dealer experience environment with a focus on digital platforms including 3-5 years in a Product Manager role (preferably in the CRM or customer service domain.

Minimum 3 years supervisory experience.

Proven experience owning strategy and outcomes designing and optimizing engagement or lifecycle programs across customer experiences

Experience working in a product-based organization and Agile/Scrum environment.

Bachelors degree in Business Administration Marketing Computer Science or related field.

MBA or relevant advanced degree a plus.

Certified Scrum Product Owner (CSPO) or equivalent Agile certification preferred.

Salesforce certifications (such as Salesforce Administrator or Service Cloud Consultant) preferred

Demonstrates leadership skills with excellent verbal and written communication abilities to engage both technical and non-technical stakeholders.

Proven ability to drive teams and clearly articulate a product vision.

Deep understanding of CRM systems and customer service processes

Strong knowledge of Salesforce Service Cloud capabilities and familiarity with legal CRM platforms

Able to guide technical teams by understanding platform features and limitations.

Proven ability to plan and manage complex projects.

Skilled in Agile methodologies (Scrum/Kanban) including writing user stories defining acceptance criteria and prioritizing backlog items.

Experience using project management and collaboration tools (e.g. JIRA Azure DevOps) to track progress and communicate milestones.

Strong strategic thinking to align product development with business goals.

Strong stakeholder management capabilities in a matrixed environment.

Ability to successfully manage train develop and mentor direct reports.

Strong written and verbal communication skills including ability to present to leadership.

Excellent problem-solving and analytical skills to make data-driven decisions on features and enhancements.

Capable of balancing short-term deliverables with long-term product strategy.

Experience driving organizational change and user adoption for new technology solutions.

Highly adaptable and flexible in managing priorities within fast-paced dynamic environments.

Ability to adjust priorities to respond to shifting business needs while maintaining focus on delivering value.

Proven track record of building strong partnerships and collaborating effectively with cross-functional teams developers UX designers QA and third- party vendors or consultants to achieve shared objectives.

Proficient in Microsoft Office Suite (Word Excel PowerPoint Outlook).

Work Environment

Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an at home and office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .

Who We Are

Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 3 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay as an employee of HCA you are eligible for:

Medical dental and vision plans with no-cost and low-cost options

Annual employer HSA contribution

401(k) matching and immediate vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances by job level:

o Associate / Sr. Associate: $350

o Manager / Sr. Manager: $600

o Director: $800

o Executive Director: $900

o VP or Above: $1000

100% employer-paid life and disability insurance

No-cost health and wellbeing programs including a gym benefit

Six weeks of paid parental leave

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

What to Expect

The Sr. Manager Digital Product Manager (Customer Service Platform) owns the end-to-end strategy roadmap and business outcomes for HCAs customer service CRM platform. This role is accountable for defining the product vision translating customer and business needs into scalable solutions and ensuring measurable impact cross the customer lifecycle and associated workflows. This role operates at the intersection of customer experience data and technology partnering across CX Digital Operations Analytics and Technology to deliver outcomes that improve customer engagement.

What You Will Do

1. Product & Experience Strategy:

Own the product vision and ensure long-term product strategy is aligned to enterprise goals.

Translate customer journeys pain points and behavioral insights into proactive customer engagement and product opportunities.

Define multi-year roadmaps for capabilities automation personalization and engagement.

Act as the connective tissue across business technology and operations areas.

2. Product Ownership of Capabilities & Platforms:

Serve as product owner for HCAs CRM platform.

Define requirements user stories and data needs.

Partner with Technology Data and Digital teams to ensure scalable reliable delivery.

Facilitate prioritization alignment and decision making forums.

3. Program and Feature Development:

Lead the design and launch of high-impact customer engagement programs or features.

Ensure each initiative has a clear purpose success metrics and expected outcomes.

4. Product Backlog Management:

Create refine and maintain a product backlog of epics user stories and tasks.

Continuously prioritize backlog items based on business value technical feasibility and strategic alignment.

Conduct backlog grooming sessions and ensure development teams always have a clear set of priorities.

5. Data-Driven Optimization & Measurement:

Define KPIs and success metrics tied to customer or operational outcomes.

Leverage analytics experimentation and insights to refine product performance.

Partner with Data & Analytics to build dashboards track impact and inform future roadmap decisions.

6. 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.