Senior Manager, Customer Care Data Analytics

Hyundai Motor Company • Fountain Valley, CA

9d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• Master’s degree a plus.
• 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.

Responsibilities

• 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.

Benefits

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Senior