Job Summary:The VoC Data Management Engineer Manager is a cross-functional role that combines customer insights, data analytics, and data engineering to ensure customer feedback drives business decisions. This role will design and implement VoC strategies, analyze large-scale data, and collaborate with key stakeholders to enhance the customer experience, improve retention, and optimize business operations.
The ideal candidate is data-driven, technically proficient, and passionate about leveraging analytics to improve customer satisfaction and operational efficiency.
Responsibilities:
Performance Outcomes
• Team Leadership & Management
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Foster a culture of innovation, collaboration, and continuous improvement.
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Set team goals aligned with business strategy and data objectives.
• Customer Insights & Voice of Customer (VoC) Strategy
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Design and implement comprehensive VoC approaches to collect, analyze, and translate customer feedback across multiple touchpoints.
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Leverage AI-driven analytics to understand customer behaviors and preferences.
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Serve as the voice of the customer, advocating for improvements based on insights.
• Business Insights & Data Analytics
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Conduct data-driven analysis to assess operational performance, identify gaps, and recommend process improvements.
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Develop and refine key performance indicators (KPIs) related to customer satisfaction, retention, and business impact.
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Utilize SQL, Tableau, Power BI, Snowlfake, and analytical tools to extract, visualize, and automate data driven insights.
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Support strategic initiatives, including customer journey mapping, process optimization, and predictive modeling.
• Data Engineering & Infrastructure
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Design and implement data architectures, including warehouses (Snowflake, BigQuery), ETL/ELT workflows (Airflow, DBT, Spark(, and data lakes (S3, Delta Lake).
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Optimize data processing performance through partitioning, bucketing, and indexing for efficient querying.
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Implement schema evolution strategies to manage changing data structures.
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Oversee data modeling, storage solutions, and integration with various platforms.
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Collaborate with data engineers, analysts, and business intelligence teams to ensure data accessibility and integrity.
• Technology & Innovation
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Stay updated on emerging data technologies and industry best practices.
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Drive the adoption of modern data platforms, cloud solutions (AWS, GCP, Azure), and big data frameworks.
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Manage containerized data services using Kubernetes and Docker.
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Setup CI/CD pipelines for data deployment using GitHub Actions or Airflow DAG versioning.
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Monitor data pipeline health suing tools like New Relic.
• Data Quality, Governance & Security
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Knowledge of data validation frameworks to ensure data quality.
• Stakeholder Collaboration & Communication
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Partner with Product, Marketing Operations, and Customer Care teams to integrate findings into strategic initiatives.
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Communicate technical solutions and insights effectively to both technical and non-technical stakeholders.
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Develop clear, impactful reports and dashboards to communicate VoC insights and business intelligence.
Education, Knowledge, and Experience
• Master’s degree in Business, Marketing, Analytics, Data Science, Computer Science, or a related field (preferred but not required with equivalent experience).
• 5-7 years in VoC management, customer analytics, data engineering, or a similar role.
• Strong proficiency in data analytics tools and platforms (SQL, Power BI, Tableau, Snowflake.
• Proven experience in designing and executing VoC programs, including survey development and analysis.
• Working knowledge of II-Driven data sources for behavioral and predictive analysis.
• Experience in data engineering, data pipelines, and cloud technologies (AWS, GCP, Azure).
• Familiarity with Agile methodologies and software development processes.
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Strong analytical and problem-solving skills with ability to translate data into actionable insights.
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Excellent communication skills for both technical and non-technical audiences.
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Ability to manage multiple priorities in a fast-paced environment.
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Self-starter with a collaborative mindset and strong business acumen.
Additional Information:Location:Ada
Department:9125 Office of COO
Time Type:Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].
Top Skills
What We Do
We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down.
Our Mission
PPLSI protects and empowers people with the tools and services needed to affordably live a just and secure life.
Real Impact
PPLSI is making a difference in the lives of our members. Through affordable legal services, we recovered and saved our members over $22 million in 2020. With our privacy and identity theft protection services, we saved our members an additional $5,000,000. With more than 1.8 million family members and 100,000 small business members, PPLSI brands provide access to technology and professional experts to make life better.
Disrupting Justice
We innovate and disrupt the traditional legal system – an expensive, complicated, and time-consuming system to make legal access simple, easy and affordable.
In the same way that Uber forever changed the transportation industry, Amazon created a new way to shop for everyday goods and Netflix changed how people consume TV shows and movies; PPLSI is the disruptive force providing millions of people with access to the legal and identity protection services they deserve.
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