Enterprise SES Contact Center VoC and Strategic Planning Lead

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Hybrid , reporting to a specific location where work needs to be performed / collaboration should happen (regardless this location is within a hub) and without regard to where a candidate lives (some employees may end up hybrid who live more than 50 miles away but where business needs dictate them to be onsite at a specific location three days per week).

• This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center- Cole Engineering Center Podium three times per week, at minimum

About the role:

The Voice of the Customer (VOC) and Strategic Planning Lead for the Director of Software Enabled Services is responsible for supporting the director in managing overarching projects, initiatives, and action items for the OnStar Get Help, Sales and Services Business Units. The position is also responsible for Enterprise SES VOC data analytics and reporting. The individual will be expected to work collaboratively with various stakeholders such as the SES management team, Global VOC team, Product teams, as well as other VOC Leads for Care, Dealer and Digital.

The ideal candidate for the role embodies GM's Behaviors and brings an analytical and bold perspective on how to create a best-in-class experience for our members. Ability to lead change, collaborate and influence across all functions, effectively prioritize and thrive in an ambiguous / fast-paced environment is a must. The candidate will have to create content with a high ability of storytelling.

Key responsibilities:

• Support development of SES strategic planning priorities and goals
• Responsible for quarterly performance reporting on key results (OKRs) for the team to measure progress, prioritize work, and drive to success
• Enterprise SES VOC support through strong data analytics and reporting
• Support development of leadership presentations for strategic reviews and forums
• Synthesize data into concise and clear forward-looking strategies required to move the business forward
  • VOC data analysis
  • Business operations data analysis
• Effectively communicate with SES leadership as well as CX senior leadership to keep them informed of relevant VOC trends, emerging issues, and actions needed
• Complete tasks and propose solutions to ambiguous requests when minimum instruction is provided
• Assist with the coordination and flow of new ideas and programs throughout the SES organization
• Execute special projects and analyses as required

Additional

Qualifications / Requirements :

• Bachelor's degree
• 5-10+ years in Customer Experience or related field
• Proven strategic experience and/or ability to project manage to achieve goals
• Strong data analytics and reporting skills
• Must be able to think / act strategically and tactically
• Ability to work independently with minimal supervision
• Operate with high level of time management and prioritization skills
• Ability to plan and be decisive, in ambiguous and continually changing environment
• Strong communications skills, with ability to tailor communication style/frequency/approach for a variety of audiences (colleagues, cross functional teams, senior leadership)
• High level of interpersonal skills to work effectively with, motivate and elicit work from others
• High level of analytical ability where problems are unusual, difficult, and changing
• Must be comfortable working with and managing leaders within the organization
• Passion for understanding the customer needs and delivering an exceptional customer experience
• Effective leadership style that is compatible with the team culture: flexible, innovative, fast paced, and results oriented
• Must be energetic, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership
• Affinity to facilitate problem solving & collaboration with cross functional teams

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:

• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an indivi d ual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] 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.