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Senior Manager, VOC Advanced Analytics
Full-time
This role leads advanced analytics and data science initiatives that generate predictive, prescriptive, and root-cause insights across Voice of the Customer (VOC), product quality, and customer care data. It leverages statistical modeling, machine learning, and AI/GenAI to proactively identify risks and drive improvements in customer satisfaction.
How you will make an impact
Define and execute the advanced analytics roadmap across VOC, Customer Care, and Product Quality.
Develop and deploy predictive models for warranty forecasting, churn prediction, and case escalation risk.
Lead complex root-cause analyses of customer dissatisfaction, quality issues, and emerging risks.
Apply NLP and GenAI to analyze surveys, call transcripts, and unstructured VOC data for sentiment analysis and topic modeling.
Design experiments, including A/B testing and causal analysis, and present findings to senior leadership.
What you will bring
Bachelor's in a quantitative field required; Master's preferred.
8+ years in data analytics, business intelligence, or data science, with 3+ years leading analytics teams.
Advanced analytics with Python and SQL; familiarity with Azure AI and OpenAI/Claude APIs.
Statistical modeling, forecasting, machine learning, and text analytics/NLP/GenAI for VOC or survey data.
