Senior Manager, VOC Reporting/Ops

Work Model

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.

What You Will Do

• Lead the development, delivery, and governance of enterprise Voice of the Customer (VOC) reporting, dashboards, and data products to enable real-time visibility into customer experience, product quality, and operational performance.
• This role ensures that dashboards and reporting solutions translate complex VOC and product quality data into intuitive, scalable, and actionable insights for executives and business stakeholders, driving faster decision-making and improved customer outcomes.

How You Will Make an Impact

• VOC Reporting & Dashboard Strategy
• - Define and execute enterprise VOC reporting and dashboard strategy across Customer Care, Product Quality, and Dealer Performance.
• - Establish standardized KPIs, metrics, and reporting frameworks aligned with business priorities, including NPS, Quality Scores, and Failure Rate KPIs.
• Dashboard Development & Data Products
• - Lead the design, development, deployment, and continuous enhancement of Tableau and Power BI dashboards and automated reporting pipelines.
• - Manage the end-to-end lifecycle of reporting products, from requirements gathering and design through testing, deployment, and optimization.
• Data Visualization & Storytelling
• - Translate VOC, product quality, and call center data into executive-ready dashboards, reports, and actionable insights.
• - Ensure consistent, user-friendly reporting standards and visualization best practices.
• Data Governance & Quality Assurance
• - Establish governance frameworks to ensure reporting accuracy, consistency, reliability, and data integrity.
• - Define KPI standards, data validation processes, and dashboard certification requirements.
• VOC Data Integration
• - Integrate survey, call center, case management, and goodwill data into unified reporting views.
• - Collaborate with Data Engineering and Analytics teams to develop scalable, high-quality data pipelines.
• Executive Reporting, Collaboration & Leadership
• - Deliver recurring executive reporting on VOC trends, risks, opportunities, and performance drivers.
• - Provide actionable recommendations to improve customer satisfaction and operational performance.
• - Partner with cross-functional teams and lead BI developers and analysts while overseeing VOC reporting operations, KPI governance, and trusted executive reporting.

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.
• Ability 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