Senior Manager, Customer Care Data Analytics

Senior Manager, Customer Care Data Analytics

Date:
Apr 27, 2026

Location:

Fountain Valley, CA, US, 92708

#LI-On Site

• The Senior Manager of Data Analytics is responsible for defining and executing the Customer Care analytics strategy for Hyundai and Genesis, ensuring enterprise data is translated into actionable insights that inform executive decision‑making, operational optimization, and customer experience improvement.
• This role leads the analytics roadmap, sets analytical standards and priorities, and balances hands‑on advanced analysis with people leadership and delivery oversight to support strategic planning and business optimization.

• Define and lead the Customer Care analytics strategy and roadmap for Hyundai and Genesis in alignment with the Senior Group Manager, ensuring initiatives deliver measurable business value and decision support.
• Serve as a senior analytics expert, personally conducting advanced analyses including deep dives, root‑cause analysis, and scenario modeling for high‑impact, escalated, and strategic business questions.
• Translate complex data into actionable insights using advanced analytics, modeling, and visualization to improve customer experience and operational efficiency.
• Oversee the development and governance of analytics products, including data models, dashboards, automated reports, and performance metrics, ensuring accuracy, scalability, and enterprise alignment.
• Anticipate future business, technology, and data needs by analyzing historical, current, and forecasted trends to proactively design analytics solutions for evolving Customer Care initiatives.
• Lead and develop the Customer Care analytics team by setting priorities, providing coaching, and ensuring timely delivery of operational, ad‑hoc, and strategic analytics.
• Provide financial and performance transparency through reporting on budgets, goodwill tracking, and manufacturing recovery.
• Prepare and deliver executive‑level weekly and monthly reporting on trends, risks, opportunities, and recommendations.
• Represent Customer Care analytics in cross‑functional forums and complete special projects as assigned, exercising independent judgment over analytics strategy, prioritization, resourcing, and deliverables.

• Bachelor’s degree in Analytics, Data Science, Statistics, Mathematics, or a related quantitative field required.
• Eight or more years of experience in data analytics, business intelligence, or quantitative analysis roles, including experience performing advanced, hands‑on data analysis.
• Demonstrated experience leading analytics teams, establishing analytical standards, and delivering insights in a complex, matrixed environment.
• Experience supporting customer operations or contact centers; automotive industry experience a plus.
• Advanced quantitative and analytical capability, including independent deep dives, root cause and trend analysis, and scenario modeling for complex business questions, with strong SQL proficiency (complex multi‑table queries and subqueries).
• Hands‑on experience with analytics visualization and automation tools (e.g., Tableau, Power BI, Alteryx, Microsoft Fabric), supported by a solid understanding of data modeling, reporting architecture, data quality, and multi‑system data integration.
• Strong analytical storytelling skills, with the ability to translate complex findings into clear, precise executive‑ready insights and recommendations.
• Comfort operating with significant autonomy in analytical approach and problem‑solving while delivering high‑precision outputs in an executive environment where priorities and deliverables frequently evolve; flexibility and adaptability are essential for success.
• Analytics, data science, business intelligence, or leadership certifications a plus.
• Experience with CRM and customer systems (e.g., Salesforce, AS400 and/or similar platforms) preferred.

• Compensation Range: $107,800 - $154,000 annual base salary
• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay – the company shuts down with pay between Christmas and New…