Head of Fleet Support & Data Insights

GM Personnel Service, Inc.; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Total Rewards resources

Job summary

GM is seeking a Manager, Customer Support & Data Analytics — Fleet to lead a team delivering best-in-class support for GM’s Fleet and Commercial connected-vehicle customers. You will analyze case and vehicle data to uncover recurring issues and drive long-term solutions with Product and Engineering partners.

You will design dashboards, scorecards, and playbooks to improve customer satisfaction, first-contact resolution, and speed of resolution across large-scale fleet accounts.

Qualifications

• Bachelor’s degree in Data Analytics, Business, Engineering, Information Systems, or a related field.
• 10+ years of experience in analytics, service design, or operations focused on improving customer support experiences.
• 3+ years of leadership experience managing a team.
• Experience designing advisor processes and customer journeys in contact center or B2B environments.
• Ability to leverage data to identify issues, communicate insights, and influence cross-functional decisions.
• Knowledge of connected vehicle ecosystems, APIs, telematics, mobile apps, OTA, infotainment.
• Experience managing escalations for large, high-value accounts and partnering with Sales.
• Experience applying structured problem-solving and continuous improvement methodologies such as Six Sigma, Agile, Kaizen.

Responsibilities

• Lead a team of customer experience leaders and data analysts for Fleet and Commercial support, analytics, and escalations.
• Own the customer experience measurement and analytics strategy with scorecards and trend analysis.
• Identify trends from connected vehicle and case data to influence Product, Engineering, and Field priorities.
• Develop dashboards and analytical frameworks to monitor customer behavior and operations.
• Lead cadences with Operations, Product, Engineering, Sales, and leadership to review insights and drive decisions.
• Translate analytics into tools, workflows, and self-service solutions for customers.
• Serve as escalation leader for large Fleet/Commercial accounts in collaboration with Sales.
• Design processes and interim measures to resolve complex Fleet and Commercial issues.
• Develop support processes for new vehicle features and digital services with playbooks and post-launch reviews.
• Deliver data-driven business and product reviews for senior leadership.
• Champion process excellence in case management, knowledge management, and escalation handoffs.

Job description

GM is seeking a Manager, Customer Support & Data Analytics — Fleet to lead a team delivering best-in-class support for GM’s Fleet and Commercial connected-vehicle customers. You will analyze case and vehicle data to uncover recurring issues and drive long-term solutions with Product and Engineering partners.

You will design dashboards, scorecards, and playbooks to improve customer satisfaction, first-contact resolution, and speed of resolution across large-scale fleet accounts.