CCA Regional Manager

Descripción

Work Arrangement

The key role and responsibility of this position will cover the key areas below:

CCA business implementation and deployment with dealership

• Closely work with dealers to improve GMPI CCA business and retain/enhance customers’ and dealers’ loyalty with GM brand.
• Closely work with GMPI CCA central team to deliver the business plan in field, including but not limited to aftersales revenue/profit, customer retention/loyalty, customer experience/satisfaction, service quality, remote service program, accessory, insurance, etc.
• Communicate and implement GMPI CCA policies/program/standard to dealer on regular basis, to ensure field and central well connected. Implement the central-driven campaigns and activities per business plan and request.
• Coordinate dealer resource to support urgent request from central when needed and ensure proper follow up as a close loop.

Authorized Service Outlet (ASO) performance management

• Develop annual plan of ASO management including business target, priority, visit plan, resource, etc.
• Align the business plan and priority with dealer group leaders and investors annually and keep regular connections.
• Regular ASO on-site visits. Request and implement improvement actions if finding shortfalls on service facilities, personnel, equipment, process, technical capabilities, and operation issue.
• Analyze ASO performance on regular basis and report out to dealer principle, group leaders and investors for individual ASO performance.
• Follow up and track action plans of dealer performance improvement, identify any potential risk and escalate in time.
• Attend the dealer performance review committee and lead the conversion for allocated dealer.
• Provide necessary coaching to dealer to ensure their capability and behavior strong enough to meet customer needs and GMPI request.

Lead Coordination in Field with Dealer to Support Customer Care Process

• Be the first contact touch point in the field to receive, filter and handle customer complaint representing GMPI by following standard customer care & complaint management process.
• Coordinate with dealer to close the simple case by leverage regional resource which under GM policy, to eliminate any risk of level up.
• Participate the Customer Care committee when necessary to provide valuable input which helps to accelerate the progress.
• Follow up the leadership for special case management to ensure the effectiveness of deployment. Coordinate in field when additional steps required to close the customer case.

Support Dealer Business Operation & Growth as Contact Window of Field team

• Collect the voice from dealer and customer in the field. Filter and make proper judgement per clear criteria. Provide feedback to central team to solve issues for dealer and customer per reasonable request.
• Understand the industry trend of local market and provide information to central team for strategy decision.
• Coordinate necessary resource from central X-functional team and get aligned, to support dealer request and demand in long term perspective.

[Additional Description]

Your Skills & Abilities (Required Qualifications) ​​   

• Broad Knowledge of automotive customer service.
• Knowledge and experience of work with dealer and manage field business.
• Knowledge and experience of dealer business and understand their way of business operation.
• Knowledge and experience of tracking monitoring, coaching and steering dealer business with different approaches.
• Knowledge and experience of handling customer complaint.
• Have good experience to manage kinds of conflict in the field.
• Understand the customer needs and pain points along the whole customer journey.
• Bachelor’s degree or above.
• 8+ years’ experience of customer service business.
• 5+ years' experience of regional manager role.
• 5+ years’ experience of working with dealer/dealer group directly.
• 5+ years’ experience of business operation.
• Experience of premium brand is preferred.
• Experience of premium NEV brand is preferred.
• Proficient in English listening, speaking, reading and writing.
• Have a strong affinity, interpersonal communication and coordination skills and a sense of teamwork
• Strong capability to handle data calculation and analysis
• Familiar with Microsoft Office software

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a Careers.Accommodations@GM.com o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.