Senior Manager, Customer Feedback & Analytics

Senior Manager, Customer Feedback & Analytics Location

Fountain Valley, CA, US, 92708

#LI-On Site

• Own and advance Hyundai’s end-to-end “Voice of the Customer” measurement across the retail journey (sales, HCUV, digital, service, and mobile service) by defining a clear analytics and product roadmap, governing KPIs, and delivering insights that improve customer experience and dealer performance.
• Serve as product owner and data lead for customer feedback analytics capabilities, ensuring scalable data architecture, reliable sample and data flows, and consistent integration of survey, operational, and experience signals (e.g., proprietary and syndicated surveys, ad hoc surveys, Google Reviews, training data, open RO results, and related operational datasets).
• Architect and manage outbound sample and inbound data ingestion on the enterprise omnichannel platform, with GID (Group ) as the primary key for sample-to-response and data integration across touchpoints.
• Translate complex analytics into clear, actionable recommendations for executive leadership, internal stakeholders, regions, and dealers through dashboards, reporting cadences, and targeted deep-dives—driving measurable improvements in customer satisfaction and retail execution.
• Build and operationalize predictive models, forecasts, and performance monitoring to support management decision‑making and proactively identify emerging risks/opportunities across the entire customer experience.
• Lead cross‑functional collaboration with HMA, HMNA, HAEA, and external partners to evolve customer experience programs, set standards, and execute improvements that raise the bar for Hyundai’s overall customer experience.

• Define and lead enterprise customer feedback analytics strategy, including KPI governance, standardized methodologies, and roadmap development.
• Serve as product owner for omnichannel analytics platforms: gather requirements, prioritize backlog, and ensure delivery aligns with business goals and data quality standards.
• Design and manage data architecture integrating GID, survey data, and operational datasets (e.g., warranty, repair orders, registrations) to create unified customer insights.
• Oversee data ingestion, sample management, and automated pipelines (e.g., SFTP, Airflow) ensuring reliability, validation, and issue resolution.
• Deliver actionable insights using advanced analytics, modeling, and forecasting to improve dealer performance and customer experience.
• Build executive and field reporting (dashboards, readouts) across national, regional, and dealer levels.
• Act as subject matter expert and strategic partner to Sales, Service, Engineering, Digital, and global teams.
• Lead and develop team members through coaching, performance management, and hiring decisions.
• Manage CX KPIs, governance, and performance monitoring to drive continuous improvement.
• Oversee vendor collaboration, provide guidance on data design, and support API/data feed operations.
• Manage budgets, approvals, employee development plans, and expense reporting.
• Ensure operational excellence under deadlines while balancing multiple priorities and supporting team functions as needed.

• Must be a high school graduate.
• Bachelor’s degree required; degree in Mathematics, Statistics, Computer Science, Data Science, Business Analytics, or a related field preferred.
• Eight or more years of related work experience.
• Three years of experience leading cross‑functional initiatives and influencing stakeholders.
• Experience serving as a product owner (or equivalent) for analytics, reporting, or data platform capabilities preferred.
• Supervisory experience is preferred.
• Excellent verbal and written communication skills to allow effective interaction with all levels of the organization.
• Ability to work independently, under pressure of deadlines, handle multiple priorities, and pay close attention to detail.
• Works effectively in teams, including colleagues, cross‑functional groups, and suppliers.
• High degree of proficiency in Microsoft Office (Excel, Access, Word, PowerPoint, and Outlook).
• Strong analytical skills; well versed in root…