Lead, GM Energy CX Transformation - Care Operations

Job Description

The GM Energy Customer Experience (CX) Transformation team serves as the center of expertise and champion of the end-to-end GM Energy customer journey. We connect voice of the customer, operational performance, and experience design to deliver consistent, frictionless experience across products, channels, and partners.

The Lead, GM Energy CX Transformation - Care Operations is responsible for transforming and continuously improving GM Energy Care operations in service of the broader CX vision. This role blends customer-experience strategy, journey design, and data-driven continuous improvement with deep understanding of Care operations, ensuring that processes, tools, and partners enable effortless support across the GM Energy customer journey.

This role reports to the Manager, Customer Experience Transformation - GM Energy and collaborates closely with Customer Success Operations, Care leadership, Product, Field Operations, Marketing, and Analytics.

What You'll Do

CX Transformation & Journey Design

• Serve as a CX transformation lead for Care, translating the GM Energy CX strategy into specific experience outcomes, stories, and requirements for Care operations.

• Map and maintain end-to-end Care-related journeys (e.g., activation, installation, issue resolution, warranty, billing) to identify pain points, breakpoints, and moments that matter.

• Use VOC, CSAT/NPS, survey results, complaints, and qualitative feedback to prioritize and design experience improvements across channels and touchpoints.

• Lead or co-lead CX design sessions and workshops with cross-functional partners (Care, CX, CS Ops, Product, Legal, Digital, Marketing) to define future-state experiences and supporting policies.

• Contribute to and support the multi-year GM Energy CX roadmap, leading Care-specific workstreams from discovery through pilot and scale in partnership with senior leaders.

Care Operations Strategy & Continuous Improvement

• Provide input and recommendations on strategic direction for GM Energy Care operations across residential and public charging support channels, ensuring alignment with CX principles and customer-back outcomes.

• Partner with Care leadership and CS Operations to define and evolve the Care operating model, including roles, workflows, handoffs, and escalation paths.

• Stand up a continuous improvement pipeline for Care: intake, assess, prioritize, and deliver enhancements to policies, processes, and experiences that reduce effort, improve CSAT, and manage cost to serve.

• Anticipate operational risks and opportunities; recommend mitigations and trade-offs grounded in customer impact, data, and scalability, working independently with limited guidance.

VOC, Measurement & Analytics

• Partner with CX Transformation and Analytics to define and refine the measurement framework for Care experiences, including CSAT, NPS, customer effort, contact-level metrics, and journey-level KPIs.

• Translate insights from surveys, call listening, telemetry, and quality reviews into clear problem statements and prioritized actions for Care and cross-functional teams.

• Co-own and influence dashboard requirements and reporting for Care-related metrics, ensuring they are simple, actionable, and aligned to GM Energy scorecards.

• Build business cases and storytelling that link customer outcomes to operational performance and financial impact.

CRM, Tooling & AI-Enabled Experiences

• Serve as the primary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2, including case design, workflows, routing, automations, and integrations with Telephony and knowledge tools-grounded in intended customer and advisor experience.

• Lead the OneCRM/CRM2 roadmap for GM Energy Care, maintaining and communicating a clear backlog (epics, user stories, configuration changes) aligned to CX and operational priorities, and representing GM Energy needs in enterprise CRM governance forums.

• Own and manage the Care/CX enhancement backlog across OneCRM/CRM2, Telephony, and knowledge tools, working with Product, Digital, and CS Operations to prioritize and deploy changes that enable better experiences and efficient operations within defined guardrails.

• Drive advisor adoption, data quality, and change management for OneCRM/CRM2, partnering with Training and Care leaders to ensure processes, knowledge, and measures are embedded in day-to-day operations.

• Partner with AI working teams to evaluate, design, and deploy AI solutions (e.g., knowledge assistants, routing optimization, self-service, summarization) that improve customer and advisor experience.

• Ensure operational and CX readiness for new digital experiences (apps, portals, proactive notifications, installation journeys), translating experiences into workflows, training, and measurement requirements.

Governance, Change Management & Stakeholder Leadership

• Create and maintain governance routines (e.g., CX huddles, metric reviews, VOC deep dives) that connect Care, CX, and cross-functional partners around shared outcomes.

• Lead change management for Care-related CX initiatives, including communications, training, adoption support, and feedback loops with advisors and leaders.

• Act as a trusted partner and thought leader to Care, CS Operations, Product, and Digital teams; influence decision-making with data, customer stories, and clear recommendations.

• Own or co-own policy and process documentation (e.g., SharePoint content, playbooks, workflows) with a continuous-improvement and CX-first mindset.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in a relevant field such as business, engineering, supply chain/operations, data/analytics, or related discipline.

• 5+ years of experience in operations management and/or Sales, Service, Marketing (SSM), with at least part of that in a customer experience, customer success, or transformation-oriented role.

• Demonstrated experience in customer journey mapping, VOC/CSAT/NPS programs, or CX transformation from insight through implementation.

• Strong CRM and digital experience (e.g., Salesforce, contact center platforms, eCommerce, or large-scale digital transformations and integrations, including AI-enabled capabilities).

• Proven program management skills (roadmapping, prioritization, resource alignment, dependency management, risk mitigation, and execution to outcomes).

• Experience with aftersales, warranty, service, or care operations, with understanding of how policies and processes impact customer experience.

• Strong analytical and storytelling skills, including familiarity with tools such as Microsoft Office, Salesforce reporting, Power BI, and Lucid for turning data and journeys into clear narratives and decisions.

• Experience with AI tools utilization, development, and/or improvement in a customer-facing context is a plus.

• Demonstrated ability to partner with internal and external stakeholders to drive mutually beneficial outcomes and manage complex cross-functional initiatives.

• Excellent facilitation, workshop, and communication skills-comfortable presenting to and influencing Senior Leadership on defined workstreams.

• Experience in training and content development (e.g., playbooks, knowledge articles, learning materials) preferred.

• Desire to work in a complex, evolving, and fast-paced environment, bringing an innovation and continuous-improvement mindset.

• Previous experience with energy storage, EV charging, or related energy/clean tech products across multiple regions is desirable.

• Willingness to travel 15-20% as necessary to execute responsibilities.

• A paragon of GM's cultural behaviors, with a strong orientation toward customer obsession, accountability, and collaboration.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Track record of leading or significantly contributing to CX or operational transformation, ideally in a service or care environment.

• Strong knowledge of customer care, aftersales, and warranty and how they shape customer perception and loyalty.

• Experience working at the intersection of operations, digital product, and customer-facing teams, ideally within a start-up or high-growth environment.

• Interest in developing technical proficiency in GM Energy products and ecosystems, including charge times/lengths, charger types, customer requirements, and broader benefits of energy solutions beyond charging.

• Demonstrated ability to motivate and influence without formal authority, building coalitions around customer and business outcomes.

NO RELOCATION

#LI-LK1

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 based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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