Assistant Manager, Customer Data Analytics

Exercise discretion to oversee, guide/lead analysts in group.
Provide thought leadership and direction for improving analytics, reporting and visualizations.
Report, visualize and analyze Customer Connect operational data accurately and efficiently. Identify trends and uncover insights on opportunities for brand building, operational efficiencies, and system/customer/dealer enhancements to improve the customer experience.
Develop/Support complex predictive modeling projects and overseeing the implementation of advanced analytics solutions.
Work as the voice of the customer. Relay top customer experience complaints to the appropriate departments and collaborate with other HMA teams to increase customer satisfaction scores (SSI, CSI, IQS, VDS) and reduce buybacks.
Identify process opportunities, recommend solutions, and lead improvement projects. Work to identify and classify every Hyundai vehicle owner, driver, servicer into a consolidated data source supplemented with other data to fully define the relationship of the customer to Hyundai.
Identify, integrate and verify of all current and future data sources necessary to support the business needs of all customer facing applications and programs. Lead automation efforts.
Review and deliver daily/ weekly/ monthly reports for each key operational area. Assist in preparation as needed.
Review and deliver quarterly business reports for management. Assist in preparation as needed.
Participate in and deliver Customer Connect call center training sessions for CRM and file handling processes. Collaborate with Call Center leaders on the update of knowledge base answers.
Manage requests for ad hoc reports and analysis as requested by management. Assist in creation as needed.
Complete special projects, assignments or tasks as deemed appropriate and assigned by management.
Budget/Vendor management within practice area as needed.
Support all HMA, Division and department goals.

Major Responsibilities (continued)
Authority
Independently review and approve deliverables from external suppliers and internal support departments, including but not limited to: reports, analysis, and presentations. Involve department manager as needed.
Independently train new data team members.
Provide team feedback and oversight.
Budget oversight and approval as appropriate for level.

Education
~ Must be a high school graduate~ Must have a Bachelor’s degree in a technical discipline.~ Bachelor’s degree in Engineering, Computer Science, Information Technology, Applied Statistics/Mathematics, Mechanical Engineering or Automotive Engineering preferred.

Related Experience
Five or more years of experience in a similar field preferred.
Experience with data reporting, analytics and visualization required.
Automotive industry and customer satisfaction experience a plus.

Skills/Knowledge
Excellent knowledge of Word, Excel, PowerPoint, and other windows-based computer programs.
Proficient in/ ability to quickly learn data prep, analytics, visualization tools and languages like: Alteryx, Tableau, Python, R, and SQL.
Ability to quickly grasp and fully utilize specialized programs such as Siebel CRM and QMF programs.
Proven experience in predictive analytics initiatives and projects.
Advanced proficiency in statistical analysis and predictive modeling techniques.
Analytical and detail oriented.
Creative problem solver with a passion for continuous improvement.
Self-motivated, high initiative, proactive, and works well independently.
Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
Ability to work under pressure of deadlines and handle multiple priorities.
Excellent oral and written communication/ presentation skills
Excellent time management, organization, and follow-up skills
Willingness to learn new programs and share learning with others.

Certification
N/A
Physical Requirements
Normal office dutiesSome travel requiredBusiness travel as needed

Work Model
#LI-Hybrid (60% Onsite/40% Remote)

Affiliate
#Hyundai

Compensation
$67,200.00 – $96,000.00 Annual

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)
 

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.