"Alerted.org

Job Description

**Hybrid:** _This role is categorized as hybrid. This means the successful candidate is expected to report to Global Technical Center – Warren, MI three times per week, at minimum or other frequency dictated by the business._

**Relocation:** _This role is not eligible for relocation benefits. Any relocation expenses would be the responsibility of the selected candidate_

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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

The Role:

The eCommerce Sales Operations B2C Support role is responsible for providing operational support for the end-to-end shopping journey within the eCommerce department. This position plays a crucial role in ensuring smooth and efficient sales operations, order processing, and customer support for the online retail platform.

In this role, you will inspire the organization to think differently, innovate, and grow revenue for our eCommerce platform. You will be key in establishing and executing best-in-class practices for improving the eCommerce business to deliver backend and frontend experiences in new and exciting ways, defining the customer pain points and journey, and working cross-functionally with other Lines of Business to execute.

Responsibilities:

+ Maintain and enhance processes for identifying, reporting, and tracking site issues through key forms of customer feedback (Emplifi surveys, contact center, feedback through dealers, Data Dog monitors and user testing)

+ Consolidate site issues into one place to be reviewed with PM and IT teams so that they can be prioritized in future Product Iterations.

+ Develop and maintain processes to alert and manage platform outages. This encompasses reporting the issue, notification of issue to team, starting issue call, getting root cause, tracking impact and closing feedback loop to create solutions to stop issue from happening again.

+ Improve operational efficiency for customers that interact with contact center agents (by phone, text, or email) by collaborating with cross-functional teams such as the Contact Center, Product Management, and Development.

+ Develop standardized procedures and ensure seamless integration between eCommerce platforms and the contact center systems. This may also include tactical actions like revising contact center scripts, incorporating training initiatives, and employing strategies for quicker response to customer inquiries. Work with offline support team on issues they are experiencing to either improve process or fix issue within site.

+ Create and review eCommerce business processes to streamline workflows and improve operational efficiencies, by analyzing data and metrics to identify trends, making data-driven recommendations, and continuously refine and optimize.

+ Maintain accurate records, documentation, and reports related to sales operations, order processing, and customer interactions and business records (such as ILM compliance, Audit Service needs, Risk Management, etc.).

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

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources (https://search-careers.gm.com/en/working-at-gm/total-rewards) .

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.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https://search-careers.gm.com/en/how-we-hire) .

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email ([email protected]) us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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 (https://search-careers.gm.com/en/working-at-gm/)

Our Culture

How we hire​​​​​​​ (https://search-careers.gm.com/en/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 (https://search-careers.gm.com/en/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) (https://flows.beamery.com/generalmotors/talcom) . As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more.

Please note that filling out the form below will not add you to our Talent Community automatically; you will need to use the link above. If you are seeking to apply to a specific role, we encourage you to click “Apply Now” on the job posting of interest.

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.