JoAnna Manai
Aubrey
Summary
Privacy-focused data governance professional with 14 years of TMNA experience specializing in customer data enablement and governance, customer service excellence, engaging training delivery, and converting improvement opportunities into actionable business solutions. Keen ability to lead enterprise-wide initiatives that improve data quality, protect consumer privacy, and foster collaboration between business, technical teams, and vendors. A lifelong learner committed to continuously expanding knowledge to proactively manage risk, support evolving privacy requirements, and harmonize best practices.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Data Governance Senior Analyst
Toyota Motor North America
Plano
10.2021 - Current
- Business lead for C360 Profile, Enterprise Customer Preference Center (ECPC), Enterprise Marketing Database (EMD), Data Access Requests, Omni Channel Experience, and all cross functional initiatives utilizing customer personal information and repair order data.
- Lead enterprise initiatives that use customer personal information including CCPA/CPRA/GDPR requests, data sharing, storing, cleansing, and purging activities.
- Partner with One Tech and cross-functional teams (Brand Engagement Center, Compliance, Connected Technology, Data Engineering, Incentives, Marketing, Privacy, Product Quality, and TFS) to enhance data quality and data enablement planning.
- Manage vendor relationships (Acxiom, Experian, Urban Science), overseeing contract amendments and billing processes. Facilitate monthly Steering Committee meetings and Quarterly Business Review sessions at HQ.
- Promote company culture by motivating TMs to participate in 30+ networking and charitable events, lunch-and-learn sessions, and debriefing huddles.
Product Owner
Toyota Motor North America
Plano
09.2016 - 10.2021
- Spearheaded CRM application launches and enhancements, resulting in over 250 strategic solutions that improved customer experience and streamlined handling.
- Delivered 100+ live demos and trained 500+ HQ, Field, Dealer users on CRM best practices and system usage, facilitating faster staff adaptation and enhancing ease of use.
- Conducted vulnerability assessments and collaborated with technical teams to remediate risks for internal/external audits, enabling early detection and effective change management.
Executive Office Case Manager
Toyota Motor North America
Torrance
03.2016 - 09.2016
- Liaised with customers, field, BEC leadership, and TMNA executives to resolve escalated cases, enhancing customer education and retention, resulting in reduced recurring complaints.
- Tracked and analyzed case handling procedures, improving processes to reduce escalated cases by 10%.
Acting Team Supervisor
Toyota Motor North America
Torrance
08.2014 - 03.2016
- Modeled Toyota’s Respect for People by creating safe space for team to address frustrations, identify training opportunities, and receive emotional intelligence coaching, fostering trust and cohesion.
- Led performance evaluations for 40+ representatives and mentored new supervisors, enhancing leadership skills and team cohesion while facilitating crucial conversations.
Case Manager
Toyota Motor North America
Torrance
01.2012 - 08.2014
- Co-developed new hire training materials, identifying efficient information search techniques and customer education methods that reduced call handling time by 10% and increased customer satisfaction by 20%.
- Advocated for retail customers, negotiating reduced repair assistance with dealers and field staff, resulting in average savings of $500 per case and enhanced brand loyalty.
Operations Manager
Johnson Law Group
Las Vegas
10.2004 - 09.2011
- Coached supervisory team on engagement events, credit card negotiation policies, and de-escalation training, contributing to higher employee retention.
- Analyzed credit card negotiation savings against bankruptcy filings to assess program success and identify improvement areas, developing a curated program for financial freedom.
Education
Harbor College
Skills
- Adaptable trainer mentality
- Effective speech delivery
- Effective written communication
- Privacy Certifications (CIPP/US, CIPP/E, CIPM)- committed to obtain within 6 months
- Salesforce CRM
- Jira
- One Note
- Canva
Certification
Privacy Certifications (CIPP/US, CIPP/E, CIPM), Committed to obtain within 6 months
Timeline
Data Governance Senior Analyst
Toyota Motor North America
10.2021 - Current
Product Owner
Toyota Motor North America
09.2016 - 10.2021
Executive Office Case Manager
Toyota Motor North America
03.2016 - 09.2016
Acting Team Supervisor
Toyota Motor North America
08.2014 - 03.2016
Case Manager
Toyota Motor North America
01.2012 - 08.2014
Operations Manager
Johnson Law Group
10.2004 - 09.2011
Harbor College