Senior Manager, VOC Reporting/Ops
Fountain Valley, CA, US, 92708
At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It’s time you rethink what you expect from an employer.
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. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
WORK MODEL
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 w/ 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)
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Holiday Pay - the company shuts down with pay between Christmas and New Years.
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Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
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401(k) retirement plan with Employer Match
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Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
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Vacation and sick time off
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Employer-paid basic life and disability coverage, including Paid-Family Leave.
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Mental health, wellbeing, and employee assistance program
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Health advocate (support)
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Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
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External Training and Development Programs
- Compensation Range: $114,800.00 - $164,000.00 annual base salary
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.
- Must be able to travel domestically.
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.
Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles
