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Job Description

Team Overview

GM’s Customer Experience Team, part of Customer Care and Aftersales (CCA), is deeply committed to delivering a world-class customer experience. We attract more customers by focusing on _process_ _es_ which foster communication throughout the customer service journey to drive retention and contribute to the revenue that we generate in CCA. We elevate every customer’s engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers.

The Role

The Customer Experience Manager has a commitment to delivering exceptional customer experience by innovating with data to purposely improve the customer journey.

This role plays a key part in shaping the long-term customer experience strategy for GM’s Customer Care and Aftersales. The Customer Experience Manager ensures that customer-centricity remains a core driver of operational excellence and brand loyalty.

This role manages critical customer interactions and advocates for the customer by driving change to mitigate future concerns as well as owning current customer issues and bridging communication to support the customer through to resolution.

Customer Experience Responsibilities

+ Identifyemerging trends, align initiatives with businessobjectives, and influencecross functional priorities.

+ Overseea team of5anddriveperformance throughmentoring,coaching and development.

+ Utilize data and feedbacktodevelop and innovatenew solutionsto createaworld-classcustomer experience.

+ Utilize problem-solving abilities tooptimizeworkflowandreduce 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 andparticipatein local dealer and field team meetings to help dealersidentifyopportunities and trends to drive process improvement.

+ Oversee repurchase execution processes.

+ Involvement in legal or compliance-related customer resolutions.

Required Qualifications:

+ A passion for great customerexperienceas well as an automotiveindustry 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,

Your Skills & Abilities (Required Qualifications)

+ Bachelor’s degreeor equivalent experience

+ People leaderskills

+ 3-5+yearsinautomotive field operations or dealership service or parts operations

The selected candidate must live or relocate to within 50 miles of Westlake Village, CA.

Compensation:

The salary range for this role is $159,000 – $212,500. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

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 on a regular basis (25-50%) for this role.

This job may be eligible for relocation benefits.

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.