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Asst Manager – Messaging Experience Lead

  • Location
    • Warren, Michigan
  • Schedule Full time
  • Posted


​This role is categorized as hybrid. This means the successful candidate is expected to report to [7000 Building, Warren MI ] three times per week, at minimum [or other frequency dictated by the business]

The Customer Assistance Center is responsible for overseeing the customer experience for Chevrolet, Buick, and GMC. They handle all initial and general customer inquiries, including Requests for Information (RFI), warranty and vehicle questions, Field Actions (Recalls). They also handle customer concerns where the customer has had prior dealership interaction or repairs, and are looking for further assistance or mediation with their dealer.

The Messaging Experience Lead will need to:

  • Develop and maintain best-in-class customer experiences for digital engagement

  • Create and implement all experience processes, conversation flows or digital strategies to achieve desired business results

  • Collaborate with a variety of business stakeholders including Marketing, Field, Sales, Dealer Relations and Product Development teams

  • Identify potential areas of improvement, both from an IT capabilities perspective and business process and workflow standpoint, and translate into IT requirements

  • Support or liaison with IT, Legal/Public Policy and Engineering to create solutions that best suits the Customer & Brand, Executive, Dealers, develop test cases, and enhance tools and applications for Advisors

  • Establish and maintain measurement framework and monitor experience KPIs. Collaborate with Engagement Lead on supplier opportunities

  • Provide input to forecast staffing COE on short-term & long-term staffing updates

  • Monitor Customer interactions, service levels, costs, average call handle time and quality

  • Provide input to GM training and curriculum development to deliver the desired customer’s experience for digital engagements

  • Attend quality calibration sessions

  • Drive process compliance and overall performance with Contact Center leadership

  • Provide insight and develop the annual budget and general business planning to meet annual targets

  • Conducts full investigation of cases against set criteria and provides resolution by weighing the financial / customer relations impact

  • Reviews individual customer cases for consideration outside of normal policy or procedure.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate

Additional Description


  • BA/BS degree / or relevant experience

  • 3-5 years of call center experience with an industry leader (Required)

  • Designing digital flows and scripting for messaging/social conversations

  • Strong interpersonal communication abilities

  • Strong verbal and written communication skills

  • Digital operations and service delivery experience

  • Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

  • Knowledge of and ability to effectively use computer software as it pertains to the job responsibilities

  • Actively identifies new areas for learning and takes advantage of learning opportunities

  • Communicate effectively complex ideas with executive management

The experience lead should have:

  • Excellent communication, collaboration, and delegation skills.

  • Demonstrated ability to drive results of in-direct reporting teams

  • Problem resolution

  • Demonstrated ability to manage multiple projects/programs

  • Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff that improve performance.

  • Desire to drive excellence in servicing Customers when faced with urgent and critical situations.  Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

  • High level of analytical ability where problems are unusual and difficult

  • Strong presentation, verbal and written communication skills

  • Positive attitude and teamwork


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