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Manager Customer Experience

  • Emplacement
    • Warren, Michigan
  • Type d'emploi Full time
  • Posté
  • Job Requisition JR-202610118

Description

General Motors Connected Operations team is seeking a Manager Customer Experience to lead a high impact team focused on delivering simple connected experiences and measurable outcomes for our customers.

The Role:

The Manager Customer Experience leads a team that designs, monitors, and continuously improves the end-to-end Get Help and Advisor Support experience for GMs Connected Vehicle Customers and Advisors. You will use data and analytics to identify top customer problems, drive structural fixes with Product and Engineering partners and engineer tools, systems and containments for complex customer problems.  Your goal is to ensure our contact center operations deliver on commitments for a Best in Class experience across customer satisfaction, first contact resolution and speed to resolution.

What You'll Do:  

  • Lead a team of Customer Experience (CX) leader’s analysts and assistants supporting connected vehicle Get Help and escalation operations across Level 1 (Contact Center Supplier Partners), Level 2 (Contact Center Partners) and Level 3 (Contract and GM) support teams
  • Own performance scorecards for key CX metrics including: CSAT, NPS, First Contact Resolution, Days to Close, Transfer Rate, Dwell Time and structural cost
  • Use connected vehicle and interaction data to detect emerging customer issues translate them into clear stories and drive enterprise action with Product, Engineering, Quality and Field teams
  • Partner with Engineering, Product, OneCRM, CX One and Contact Center teams to prioritize and land tooling and workflow improvements that simplify the advisor experience and shift volume into digital and self-service channels
  • Engineer and design solutions and create tools, systems and containments for complex customer problems ensuring our customers have a best in class experience
  • Create process for new vehicle features and digital experiences including playbooks training measures of success and post launch reviews
  • Establish and maintain regular business updates using clear visual narratives grounded in data such as Business and Product, Customer Pain Point, Weekly Contact Center and Contact Center Change Management Reviews
  • Champion process excellence across L1, L2, and L3 support including case management standards knowledge usage handoff quality and no customer left behind practices
  • Build strong partnerships with global regions and contact center suppliers to ensure global common playbooks and consistent experiences where it makes sense
  • Manage headcount budget and structural cost within targets while improving productivity and advisor effectiveness
  • Lead culture safety and engagement initiatives for the team ensuring alignment with GM behaviors and Workplace of Choice goals

Your Skills & Abilities (Required Qualifications)   

  • Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments. 
  • Working understanding of connected vehicle ecosystems (mobile apps, Wi‑Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains. 
  • Significant experience in customer experience contact center operations or digital support for complex technical products
  • Proven people leadership experience with responsibility for leaders and individual contributors
  • Demonstrated track record using data and analytics to identify issues tell a compelling story, drive cross functional decisions and implement solutions to complex problems
  • Usage of problem solving frameworks such as Six Sigma, Agile, Total Quality Management, Kaizen or similar frameworks
  • Experience working with or around CRM contact center platforms and digital engagement solutions such as case management telephony messaging knowledge and self service
  • Strong communication skills including the ability to simplify complex topics and present clearly to senior leadership
  • Ability to operate in a fast paced environment manage multiple priorities and lead through change
  • Knowledge and experience with Database management system software and Visualization Tools
  • Knowledge and Experience with AI Support Tools within CRM applications
  • Knowledge and Experience with AI Tool Development: VS Code and AI/Agentic Agents
  • Experience in connected vehicle telematics telecom or subscription based digital services
  • Experience with data in cloud and Microsoft Azure 
  • Background working with or influencing product software and data engineering teams
  • Familiarity with Salesforce OneCRM/CX One or similar modern contact center and CRM ecosystems
  • Experience leading global or multi region operations and vendor partner relationships

What Will Give You a Competitive Edge (Preferred Qualifications):

  • Database management system software and Visualization Tools: Apache Hadoop; Oracle PL/SQL; Teradata Database, Apache Cassandra, Apache Hive, NoSQL, Azure, PowerBI and Oracle Business Intelligence Enterprise Edition 
  • AI Support Tools within CRM applications: Next Best Action, Call Summarization, and Agent Assist
  • Bachelor’s degree in  Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience. 
  • 10+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment. 

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

Ce poste est hybride. Cela signifie que le candidat retenu doit se rendre sur un site donné au moins trois fois par semaine {ou à une autre fréquence imposée par son supérieur hiérarchique}.

Ce poste peut donner droit à des indemnités de déménagement.

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse [email protected] ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.