Customer Experience Manager

General Motors; Warren (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

General Motors seeks a Customer Experience leader to drive data-based CX initiatives, aligning with dealers and field teams to improve outcomes. You will oversee a 5-person team, mentoring staff and accelerating process improvements across the customer journey.

The role emphasizes data-driven problem solving, cross-functional collaboration, and the ability to influence priorities to enhance dealer and customer satisfaction throughout service experiences.

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 and automotive industry acumen with cross-functional engagement.
• Ability to motivate, inspire and drive innovation and change-management initiatives.

Responsibilities

• 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 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.

Skills

Data-driven CX strategies

Change management

People leadership

Education

Bachelor’s degree or equivalent experience

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.

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.

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).

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. The selected candidate will be required to travel at least 50% or more on a frequent basis. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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

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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.

Accommodations

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We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about: Our Company Our Culture How we hire Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility. Explore our global locations We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com).