Management customer experience manager

Job Description

Work Arrangement

This role is categorized as hybrid. This means the successful candidate is expected to report to Warren three times per week, at minimum.

The Organization

GM is undergoing a major transformation, both in how we operate and in how we will influence the future of mobility with automation and electric vehicles. Our Contingent Workforce Management team empowers GM's growth and success by providing the best contingent talent, efficiently and cost effectively.

Job Summary

As the Contingent Workforce Customer Experience Manager, you will be part of a dynamic team responsible for GM's contingent workforce program. You will be the primary subject matter expert of GM's end to end processes for contingent worker onboarding, management and offboarding. You will be responsible for driving excellence in our contingent workforce program, with a specific focus on enhancing user experience for hiring managers, optimizing technology solutions, and streamlining processes. In this critical role, you will be instrumental in shaping how hiring managers interact with our systems and processes, ensuring a seamless and efficient experience for all stakeholders.

The ideal candidate will have experience working with an MSP and will possess a deep understanding of contingent workforce processes, systems, and best practices. The ideal candidate is an analytical thinker, adept at leveraging data and technology to drive decision-making and continuously improve program outcomes. This candidate is capable of using advanced analytical and problem-solving techniques to resolve a wide range of problems, identifying opportunities and proposing solutions to improve internal processes, services and structures to support our strategy.

Key Responsibilities

• Policy and Processes

• Serve as the SME over the end-to-end contingent worker lifecycle, including processes, system architecture and workflows

• Maintain and establish policies, procedures, and guidelines for the engagement, management, and offboarding of contingent workers

• Identify opportunities for process improvement, cost savings, and risk mitigation within the contingent labor ecosystem

• Collaborate with Global HR/CW teams to standardize global processes and share best practices

• Collaborate with Talent Acquisition teams to understand and align FTE and CW processes as appropriate

• Participation in enterprise-wide Onboarding council meetings

• Lead Information Lifecycle Management ("ILM") and Business Continuity Planning ("BCP") processes for the program

• Customer Support

• Act as a central point of contact for day to day contingent workforce-related inquiries from hiring managers

• Educate hiring managers on contingent workforce policies, processes, and best practices.

• Conduct customer NPS survey call backs with hiring managers to gather feedback and identify opportunities for process improvement

• Review and/or develop communications for hiring managers, ensuring clarity, relevant content, and suitable length to support effective engagement

• VMS System Projects/Integrations

• Using data and stakeholder feedback, analyze and evaluate VMS enhancement opportunities to improve the hiring manager experience

• In partnership with IT, Legal, Procurement, VMS, and MSP, lead the design and execution of projects within the VMS to enhance hiring manager experience and reduce data security risk

• Troubleshoot and resolve VMS, HRIS, and ERP system data integration issues with relevant stakeholders

Qualifications

• 5+ years of related experience

• Experience in a large, complex organization

• Deep understanding of HR, staffing, MSPs, VMS, employment law, and worker classifications (1099/IC)

• Previous direct experience working with a Managed Service Provider (MSP) is critical

• Bachelor's degree in Human Resources, Business Administration, Procurement, or a related field

• Proficiency with Vendor Management Systems (VMS) such as Beeline, Fieldglass, Workday, or similar platforms

• Strong communication, facilitation, and stakeholder management skills, with ability to influence up and down the organization

• Proven experience in documenting and optimizing "As-Is" and "To-Be" Processes

• Highly analytical, with strong problem-solving skills and a data-driven approach to decision-making

• Ability to lead projects, including change management, policy alignment, and compliance tracking

• Ability to take broad challenges and identify analyze options, breaking them down into initiatives capable of implementation

• Ability to work independently and manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience and/or certifications in project management, process improvement (e.g., Design Thinking, Lean Six Sigma)

• Experience with Process Flow tools (Lucid, Visio) and data visualization (e.g., Power BI, Tableau)

• Experience with financial tools and budget management related to contingent workforce programs

• Familiarity with global contingent workforce programs

• Proficiency in using AI tools and digital platforms to improve productivity

Relocation

• This job may be eligible for relocation benefits

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).

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