Customer Experience Team Leader III
GM Financial
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Benefits offered by this job
Job summary
GM Financial is seeking a Customer Experience Team Leader to drive Best in Class service across multiple servicing channels. You will lead a team, coach for core competencies, and champion a positive work environment while focusing on KPI performance and talent development.
The role requires leadership experience, strong communication, and the ability to navigate change in a fast-paced, hybrid workplace. Generous benefits and a flexible schedule accompany this position.
Qualifications
- High School Diploma or equivalent required.
- Bachelor’s Degree or equivalent combination of education and experience preferred.
- Experience in a customer service environment or related work experience required.
- Demonstrated leadership experience and ability to lead through change.
- Strong oral and written communication skills.
- Ability to link activities to results and interact with employees at all levels.
- 2-3 years with at least 1 year at GM Financial in a leadership capacity.
Responsibilities
- Execute strategies to optimize customer experience and center performance.
- Lead a team servicing customers across multiple channels and coach for KPI achievement.
- Ensure adherence to standardized processes and policies.
- Foster an environment that balances business results with employee satisfaction.
- Identify and address unsafe or inappropriate conduct and support a healthy work environment.
- Provide recommendations on staffing, recognition, and performance evaluations.
Skills
Education
Tools
Job description
GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.
GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.
At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.
We pioneer the innovations that move and connect people to what matters.
This position will be posted until filled.
This role is responsible for providing and supporting "Best in Class" service by leading teams assigned to multiple servicing channels. The Customer Experience Team Leader is responsible for championing a positive work environment and the development of team member core competencies, overall performance, job skills, and development. This role will lead a team that services customers through various communication channels and answers inquiries on various GMF products/services. The Customer Experience Team Leader will support team members in driving key departmental KPIs through the acquisition and development of talent, implementing progressive discipline and coaching, while ensuring team member retention and engagement.
- Execute strategies and initiatives to optimize customer experience and center performance
- Support corporate initiatives and facilitate an understanding of business needs
- Ensure adherence to standardized platform and consistent processes
- Lead team in a manner that effectively maximizes business results and employee satisfaction
- Protect interest of company by ensuring actions of self and others are in compliance with policies and laws
- Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct
- Identify and address anything that takes away from a safe and healthy work environment
- Effectively use reward and recognition tools to drive business results
- Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
- Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
- Provide recommendations regarding personnel decisions including, but not limited to staffing levels, hiring, recognition, salary increases, performance evaluations and terminations
- Advanced knowledge and understanding of GM Financial accounts, policy and procedures
- Must have a passion for providing an outstanding customer experience
- Must embrace company principles and demonstrate understanding of GM Financial’s and Customer Experience’s culturePossess strong leadership skills, including the ability to influence others, develop team members and manage conflict
- Possess selling and negotiation skills to help build customer loyalty and retention
- Previous leadership experience. Proven ability to effectively lead through change
- Effective oral and written communication skills
- Demonstrated ability to link specific activities to desired results
- Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization
- Ability to use appropriate analysis, judgment and logic when solving problems and making decisions2-3 years with at least 1 year at GM Financial in a leadership capacity
- Meet/Exceeds mid-year (must be in good standing)
- Demonstrated commitment to self improvement
- Must be able to work a flexible schedule to include potential shift changes
- Subject to stressful situations
- Must possess ability to deescalate customer and employee concerns
- Fast-paced office environment
- Strong focus on providing quality service to internal and external customers
- Subject to daily service level requirements
- Working effectively within an AI enabled environment:
- Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
- Skills in evaluating AI outputs for accuracy, compliance, and bias
- Experience integrating AI into workflows to improve efficiency or insights
- Familiarity with AI assisted research, summarization, and content generation
- Understanding of responsible AI use, including ethics and data protection
- High School Diploma or equivalent Required
- Bachelor’s Degree or equivalent combination of education and experience Preferred
- Experience in a customer service environment or related work experience required
What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.
Competitive pay and bonus eligibility.
Flexible hybrid work environment, 2-days a week in office.
#GMFJobs
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