Fleet Support & Data Analytics Lead

General Motors (GM); Warren (MI); Hybrid; USD 130,000 - 170,000; Full time

Job summary

General Motors is seeking a Manager, Customer Support & Data Analytics – Fleet to lead a team delivering best-in-class Fleet and Commercial customer support. You will design analytics strategies, build dashboards, and drive data-informed decisions with Product, Engineering, and Sales to improve satisfaction, first-contact resolution, and speed of issue resolution.

You will guide a hybrid team across operations, product, and engineering, managing headcount and budgets while championing continuous

Qualifications

• Bachelor’s degree or equivalent professional experience in a related field.
• 10+ years of analytics, service design, or operations experience.
• 3+ years of leadership experience managing a team.
• Experience designing and implementing advisor processes and customer journeys.
• Ability to leverage data to identify issues and influence decisions.
• Knowledge of connected vehicle ecosystems or similar domains.
• Experience with CRM and contact center ecosystems such as Salesforce.

Responsibilities

• Lead a team of customer experience leaders and data analysts for Fleet and Commercial support.
• Own the customer experience measurement and analytics strategy and insights.
• Develop dashboards, reporting, and analytics frameworks for visibility into performance.
• Lead cadences that unite operations, product, engineering, sales, and leadership.
• Partner with Product, Engineering, and Contact Center to translate insights into tools and workflows.
• Deliver data-driven business reviews to senior leadership.
• Champion process excellence in case management, escalation, and resolution quality.
• Oversee headcount, budget, and travel while driving productivity and inclusivity.

Skills

Leadership

Data analytics

Customer experience

Problem solving

Stakeholder communication

Project management

Continuous improvement

Education

Bachelor’s degree in Data Analytics, Business, Engineering, Information Systems, or related field

Tools

Power BI

Salesforce

SQL/NoSQL

Azure/Cloud platforms

Job description

General Motors is seeking a Manager, Customer Support & Data Analytics – Fleet to lead a team delivering best-in-class Fleet and Commercial customer support. You will design analytics strategies, build dashboards, and drive data-informed decisions with Product, Engineering, and Sales to improve satisfaction, first-contact resolution, and speed of issue resolution.

You will guide a hybrid team across operations, product, and engineering, managing headcount and budgets while championing continuous