Customer Experience Manager

• 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.

• 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,

• 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.

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