Assistant Manager, VOC Quality & Customer Feedback

WORK MODEL

WHAT YOU WILL DO

• The Assistant Manager, North America VOC Quality & Customer Feedback supports the operational execution of Hyundai and Genesis customer feedback programs across North America. The role coordinates survey administration, customer data file management, survey deployment activities, vendor support, data quality monitoring, and customer feedback operations.
• This position serves as a key liaison among HMNA, HAEA, IT teams, survey vendors, and business stakeholders to ensure customer feedback programs are executed accurately, timely, and in compliance with business requirements. The Assistant Manager supports the coordination of customer sample files, inbound and outbound data feeds, API integrations, survey deployments, testing activities, issue resolution, and operational process improvements while identifying opportunities to enhance data quality, operational efficiency, and program performance.

HOW YOU WILL MAKE AN IMPACT

North America VOC Program Management:

• Coordinate the day-to-day administration of Hyundai and Genesis Voice of Customer programs across North America.
• Support survey deployment activities, including sample preparation, deployment schedules, eligibility rules, invitation management, response collection, and survey monitoring.
• Coordinate implementation of questionnaire updates, methodology changes, and operational enhancements.
• Monitor survey health, response rates, completion rates, sample utilization, and operational KPIs.
• Facilitate User Acceptance Testing (UAT) activities for surveys, dashboards, reports, and system enhancements.

IT Data File Coordination & Governance:

• Coordinate outbound customer sample files and inbound survey response files supporting North America VOC programs.
• Partner with IT teams, HAEA, and vendors to ensure customer, vehicle, dealer, and transaction data are processed accurately and according to established business requirements.
• Monitor automated file transfers, APIs, and system integrations supporting survey deployment and response processing.
• Investigate and assist in resolving data quality issues, transmission failures, missing records, file discrepancies, and integration concerns.
• Maintain documentation related to file layouts, business rules, survey eligibility requirements, and operational procedures.

Vendor & Stakeholder Coordination:

• Facilitate recurring operational meetings.
• Support vendor performance and deliverables.
• Coordinate issue escalation and resolution.
• Provide guidance on survey processes and feedback systems.
• Manage dashboard access, onboarding, and user support.
• Coordinate daily customer feedback program operations.
• Support survey readiness, data validation, and issue resolution.
• Escalate operational, technical, and compliance issues.
• Recommend process and efficiency improvements.
• Represent the VOC team in meetings and projects.
• Exercise independent judgment on business operations matters.
• Support management and operational decision-making.

WHAT YOU WILL BRING TO THE ROLE

• Bachelor’s degree required.
• Five or more years of experience in survey administration, customer feedback operations, market research operations, customer experience, or related fields.
• Coordinating customer data files, vendor data feeds, and enterprise system integrations.
• Supporting survey vendors, survey deployments, and customer communication programs.
• Working with cross-functional stakeholders, IT teams, and external vendors.
• Automotive, customer experience, CRM, research, or data operations experience preferred.
• Excellent knowledge of Word, Excel, PowerPoint and other windows-based computer programs.  
• Excellent knowledge of or ability to quickly grasp data prep and visualization tools like Alteryx, Tableau, Fabric, and SQL queries a plus.
• Ability to quickly grasp and fully utilize specialized programs such as SAP and Salesforce.
• Analytical and detail-oriented.
• Ability to work under pressure of deadlines and handle multiple priorities.
• Self-motivated, high initiative, proactive, and works well independently.
• Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
• Excellent oral and written communication skills.
• Excellent time management, organization, and follow-up skills.
• Creative problem solver with a passion for continuous improvement.

WHAT HYUNDAI CAN OFFER YOU

• Compensation Range: $75,400 - $104,000
• Monthly Hyundai/Genesis 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. 
• Business travel if needed.