Customer Engagement Agency Operations Lead

描述

The Customer Engagement Agency Operations Lead helps GM turn customer engagement strategy into coordinated, high-quality execution.

This role leads the operating model that connects GM Customer Engagement, Foundational Experiences & Integration, Channel Strategy, Channel Operations, brand teams, and external agency partners so the right work is prioritized, the right teams are engaged, and initiatives move from idea to activation with clarity and momentum.

You will shape intake and prioritization, clarify roles and handoffs, improve workflow visibility, and establish practical governance routines that help teams make faster decisions, manage risk, and deliver consistently across channels.

As a key connector across business, technology, operations, analytics, creative, and agency stakeholders, you will build trusted working relationships, surface dependencies and roadblocks early, and translate ambiguity into actionable plans.

• Partner with agency leads and internal owners to define and evolve ways of working, including role alignment, decision rights, handoffs, service boundaries, escalation paths, and success measures.
• Manage the operating rhythm for key agency relationships, including planning sessions, status and risk reviews, prioritization forums, retrospectives, and periodic business reviews.
• Coordinate agency planning, scopes of work, resource and capacity discussions, deliverables, dependencies, and documentation to support partnership performance and accountability.
• Map and continuously improve end-to-end customer engagement workflows from intake and briefing through prioritization, approvals, production, quality assurance, launch, reporting, and retrospective.
• Own practical standards for SOPs, workflow documentation, process maps, one-pagers, training decks, meeting charters, and other enablement materials; establish repeatable methods for governing process knowledge.
• Lead process deep dives, recurring effectiveness reviews, and end-to-end process improvement initiatives that identify roadblocks and improve accountability, decision speed, adoption, and operational consistency.
• Design and implement CRM governance and intake practices, incorporate new capabilities and channels into workflow standards, define cross-agency creative-audit workflows, and support training, communications, and stakeholder enablement.

• 6+ years of experience in CRM, lifecycle marketing, marketing operations, program or project management, customer engagement, or a related field.
• Bachelors degree required.
• Demonstrated flexibility and curiosity to take on new challenges, learn quickly, and adapt to evolving priorities.
• Working knowledge of CRM principles and capabilities, with the ability to identify opportunities to improve strategy, adoption, and ongoing advancement.
• Proven experience designing, documenting, and improving complex, cross-functional business processes.
• Strong program management skills, including prioritization, dependency management, status tracking, risk identification, and follow-through.
• Ability to translate ambiguity into clear workflows, ownership models, governance practices, and actionable next steps.
• Experience working across marketing, creative, technology, operations, analytics, and agency environments.
• Strong facilitation, stakeholder management, communication, and executive storytelling skills.
• Ability to create clear and polished process maps, training materials, one-pagers, meeting charters, and leadership updates.
• Strong attention to detail with the ability to manage numerous concurrent initiatives without losing sight of strategic priorities.
• Sound judgment in handling governance, access, ownership, contractual boundaries, data dependencies, and process exceptions.

• Experience leading agency operating models, including handoffs, service boundaries, workflow orchestration, and performance routines.
• Experience implementing or improving enterprise intake, work-management, taxonomy, content-governance, or digital-asset processes.
• Experience supporting organizational change through training, communications, rollout planning, and adoption measurement.
• Experience working in a large, matrixed organization with multiple brands, channels, agencies, and technology ecosystems.

#LI-MO1

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.)

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.