Senior Manager, VOC Advanced Analytics
Hyundai Motor Company · Fountain Valley, CA · 6 days ago
On-siteResearch$115k–$164k/yrFull-time
WORK MODEL
Dynamic environment with opportunities for career growth.
WHAT YOU WILL DO
- Lead advanced analytics and data science initiatives that generate predictive, prescriptive, and root-cause insights across Voice of the Customer (VOC), product quality, and customer care data.
- Leverage statistical modeling, machine learning, and AI/GenAI techniques to proactively identify risks, optimize operations, and drive measurable improvements in customer satisfaction and product quality.
HOW YOU WILL MAKE AN IMPACT
- Advanced Analytics Strategy:
- Define and execute the advanced analytics roadmap across VOC, Customer Care, and Product Quality.
- Identify and prioritize high-impact analytical opportunities aligned with enterprise objectives.
- Predictive Modeling & Data Science:
- Develop and deploy predictive models for warranty forecasting, churn prediction, and case escalation risk.
- Apply statistical modeling, time-series forecasting, and trend analysis to identify risks, opportunities, and performance drivers.
- Root Cause Analysis:
- Lead complex analyses to identify root causes of customer dissatisfaction, quality issues, and emerging risks.
- Integrate VOC, operational, and warranty data to generate actionable business insights and support decision-making.
- Text Analytics & GenAI:
- Apply NLP and GenAI techniques to analyze surveys, call transcripts, cases, and other unstructured VOC data.
- Develop scalable frameworks for sentiment analysis, topic modeling, and automated insight generation.
- Experimentation & Optimization:
- Design and execute experiments, including A/B testing and causal analysis, to evaluate process improvements and customer experience initiatives.
- Deliver prescriptive recommendations to improve operational performance and customer outcomes.
- Data Integration, Executive Insights & Leadership:
- Partner with Data Engineering teams to build scalable datasets and analytics-ready environments and ensure models are integrated into reporting solutions.
- Present findings to senior leadership, translate results into business actions, and lead data scientists and analysts while establishing modeling standards and delivering predictive insights that influence enterprise decision-making.
WHAT YOU WILL BRING TO THE ROLE
- Bachelor’s degree in a quantitative field required.
- Master’s degree preferred (Data Science, Analytics, Engineering, etc.).
- Eight or more years in data analytics, business intelligence, or data science.
- At least three years of experience leading analytics teams.
- Experience in automotive, customer care, VOC, or product quality analytics strongly preferred.
- Experience with survey/VOC data, warranty data, or dealer performance analytics highly desirable.
- Advanced analytics: Python, SQL.
- Familiarity with Azure AI, OpenAI/Claude APIs.
- Visualization: Tableau / Power BI.
- Data engineering & prep: Alteryx/MS Fabric, DataMart design, ETL frameworks.
- Statistical modeling, forecasting, and machine learning.
- Text analytics/NLP/GenAI for VOC or survey data.
- Strong analytical mindset with ability to solve complex business problems.
- Able to synthesize large, complex datasets into actionable insights.
- Executive communication and storytelling skills.
- Ability to operate in a fast-paced, cross-functional environment.
- Strong organizational, documentation, and process design skills.
WHAT HYUNDAI CAN OFFER YOU
- Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance).
- Holiday Pay - the company shuts down with pay between Christmas and New Years.
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts.
- 401(k) retirement plan with Employer Match.
- Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution.
- Vacation and sick time off.
- Employer-paid basic life and disability coverage, including Paid-Family Leave.
- Mental health, wellbeing, and employee assistance program.
- Health advocate (support).
- Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
- External Training and Development Programs.
- Compensation Range: $114,800.00 - $164,000.00 annual base salary.