Customer Experience Manager
General Motors
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Job Description
GM’s Customer Experience Team, part of Customer Care and Aftersales (CCA), is deeply committed to delivering a world-class customer experience. We attract more customers by focusing on processes which foster communication throughout the customer service journey to drive retention and contribute to the revenue that we generate in CCA. We elevate every customer’s engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers.
The Role
The Customer Experience Manager has a commitment to delivering exceptional customer experience by innovating with data to purposely improve the customer journey.
This role plays a key part in shaping the long-term customer experience strategy for GM’s Customer Care and Aftersales. The Customer Experience Manager ensures that customer-centricity remains a core driver of operational excellence and brand loyalty.
This role manages critical customer interactions and advocates for the customer by driving change to mitigate future concerns as well as owning current customer issues and bridging communication to support the customer through to resolution.
What You'll Do
- Identify emerging trends, align initiatives with business objectives, and influence cross functional priorities.
- Oversee a team of 5 and drive performance through mentoring, coaching and development.
- Utilize data and feedback to develop and innovate new solutions to create a world-class customer experience.
- Utilize problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.
- Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
- Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
- Coordinate empowerment and goodwill initiatives and lead training on the available tools.
- Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
- Oversee repurchase execution processes.
- Involvement in legal or compliance-related customer resolutions.
Your Skills & Abilities (Required Qualifications):
- Proven experience in developing data-driven customer experience strategies, including translating analytics into actionable plans for the field and dealers.
- A passion for great customer experience as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body.
- An ability to motivate, inspire and act as a catalyst for innovation and change management,
What Will Give You a Competitive Edge (Preferred Qualifications)
- Bachelor’s degree or equivalent experience
- People leader skills
- 3-5+ years in automotive field operations or dealership service or parts operations
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Benefits Overview
From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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