Manager, Customer Support & Data Analytics – Fleet

描述

The Role

The Manager, Customer Support & Data Analytics – Fleet will lead a team responsible for designing, monitoring, and continuously improving the end-to-end customer support experience for GM’s Fleet and Commercial connected vehicle customers, including large rental and corporate fleet accounts. You will leverage customer case and connected vehicle data to identify recurring issues across fleet applications, APIs, connected vehicle platforms, and telematics services. Working closely with Product and Engineering teams, you will drive long-term solutions and develop tools, processes, and interim solutions to resolve complex customer and fleet management challenges.

Your goal is to ensure Fleet and Commercial support operations deliver a best-in-class customer experience, with a focus on customer satisfaction, first-contact resolution, and speed to resolution, while meeting the unique needs of large-scale, revenue-critical fleet accounts.

What You’ll Do

• Lead a team of customer experience leaders and data analysts responsible for Fleet and Commercial customer support, analytics, and complex escalations
• Own the customer experience measurement and analytics strategy, including performance scorecards, trend analysis, root-cause identification, and insights across customer satisfaction, resolution time, case volume, escalations, transfer rates, and recurring customer issues
• Leverage connected vehicle, customer interaction, and case data to identify trends, predict emerging issues, uncover root causes, and translate complex data into actionable insights that influence Product, Engineering, Quality, and Field priorities
• Develop dashboards, reporting, and analytical frameworks that provide visibility into customer behavior, operational performance, product issues, and opportunities to improve the customer experience
• Lead operating cadences that bring together Operations, Product, Engineering, Sales, and leadership to review insights, prioritize issues, and drive data-informed decisions
• Partner with Product, Engineering, and Contact Center teams to translate analytical insights into tools, workflow improvements, and digital self-service solutions
• Serve as an escalation leader for large Fleet and Commercial customers, partnering with Sales and Account teams to resolve revenue-sensitive issues and maintain customer confidence
• Design and implement solutions, processes, and interim measures to address complex Fleet and Commercial customer issues
• Develop support processes for new vehicle features, connected services, application releases, and digital experiences, including playbooks, training, success measures, and post-launch analysis
• Deliver regular business and product reviews through data-driven storytelling, clearly communicating trends, customer pain points, root causes, risks, and recommended actions to senior leadership
• Champion process excellence across customer support operations, including case management, knowledge management, escalation handoffs, and resolution quality
• Partner with global teams to support the international expansion and consistency of Fleet and Commercial customer support models
• Manage headcount, budget, and operating costs while improving productivity and team effectiveness
• Lead team culture, safety, engagement, and development, fostering a high-performing and inclusive work environment

Your Skills and Abilities (Required Qualifications)

• Bachelor’s degree in Data Analytics, Business, Engineering, Information Systems, or a related field, or equivalent professional experience
• 10+ years of experience in analytics, service design, or operations focused on delivering and improving customer support experiences within a complex, multi-unit environment
• 3+ years of leadership experience managing a team
• Experience designing and implementing advisor processes and customer journeys, ideally within contact center, B2B/enterprise account, or digital support environments
• Demonstrated ability to leverage data and analytics to identify issues, communicate insights, influence cross-functional decisions, and solve complex problems
• Working knowledge of connected vehicle ecosystems, including APIs, telematics, mobile applications, Wi-Fi hotspots, over-the-air (OTA) capabilities, and infotainment systems, or similar connected product domains
• Experience managing escalations for large, high-value accounts and partnering with Sales or Account teams on customer-facing communications
• Experience applying structured problem-solving and continuous improvement methodologies, such as Six Sigma, Agile, Total Quality Management, Kaizen, or similar frameworks

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Knowledge and experience with database management, cloud platforms, and visualization tools, including Apache Hadoop, Oracle PL/SQL, Teradata, Apache Cassandra, Apache Hive, NoSQL, Microsoft Azure, Power BI, and Oracle Business Intelligence Enterprise Edition
• Strong communication skills, with 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
• Experience with CRM and contact center ecosystems, such as Salesforce, including AI-enabled capabilities such as Next Best Action, Call Summarization, and Agent Assist
• Experience with connected vehicle telematics, fleet management, telecom, subscription-based digital services, telematics APIs, or B2B commercial vehicle platforms
• Experience partnering with and influencing Product, Software, and Data Engineering teams
• Experience leading global or multi-region operations and vendor partnerships, including support for international market launches

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.