Senior Manager, VOC Reporting​/Ops

WORK MODEL

#LI-On Site

• 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.

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.
• 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.
• 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.

• Bachelor’s degree in a quantitative field required.
• 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.
• 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.

• 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 sicktime 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: $ - $ annual base salary

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…