Manager Customer Experience

Description

General Motors Connected Operations team is seeking a Manager Customer Experience to lead a high impact team focused on delivering simple connected experiences and measurable outcomes for our customers.

The Role:

The Manager Customer Experience leads a team that designs, monitors, and continuously improves the end-to-end Get Help and Advisor Support experience for GMs Connected Vehicle Customers and Advisors. You will use data and analytics to identify top customer problems, drive structural fixes with Product and Engineering partners and engineer tools, systems and containments for complex customer problems. Your goal is to ensure our contact center operations deliver on commitments for a Best in Class experience across customer satisfaction, first contact resolution and speed to resolution.

What You'll Do:

Lead a team of Customer Experience (CX) leader’s analysts and assistants supporting connected vehicle Get Help and escalation operations across Level 1 (Contact Center Supplier Partners), Level 2 (Contact Center Partners) and Level 3 (Contract and GM) support teams

Own performance scorecards for key CX metrics including: CSAT, NPS, First Contact Resolution, Days to Close, Transfer Rate, Dwell Time and structural cost

Use connected vehicle and interaction data to detect emerging customer issues translate them into clear stories and drive enterprise action with Product, Engineering, Quality and Field teams

Partner with Engineering, Product, OneCRM, CX One and Contact Center teams to prioritize and land tooling and workflow improvements that simplify the advisor experience and shift volume into digital and self-service channels

Engineer and design solutions and create tools, systems and containments for complex customer problems ensuring our customers have a best in class experience

Create process for new vehicle features and digital experiences including playbooks training measures of success and post launch reviews

Establish and maintain regular business updates using clear visual narratives grounded in data such as Business and Product, Customer Pain Point, Weekly Contact Center and Contact Center Change Management Reviews

Champion process excellence across L1, L2, and L3 support including case management standards knowledge usage handoff quality and no customer left behind practices

Build strong partnerships with global regions and contact center suppliers to ensure global common playbooks and consistent experiences where it makes sense

Manage headcount budget and structural cost within targets while improving productivity and advisor effectiveness

Lead culture safety and engagement initiatives for the team ensuring alignment with GM behaviors and Workplace of Choice goals

Your Skills & Abilities (Required Qualifications)

Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments.

Working understanding of connected vehicle ecosystems (mobile apps, Wi‑Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains.

Significant experience in customer experience contact center operations or digital support for complex technical products

Proven people leadership experience with responsibility for leaders and individual contributors

Demonstrated track record using data and analytics to identify issues tell a compelling story, drive cross functional decisions and implement solutions to complex problems

Usage of problem solving frameworks such as Six Sigma, Agile, Total Quality Management, Kaizen or similar frameworks

Experience working with or around CRM contact center platforms and digital engagement solutions such as case management telephony messaging knowledge and self service

Strong communication skills including the ability to simplify complex topics and present clearly to senior leadership

Ability to operate in a fast paced environment manage multiple priorities and lead through change

Knowledge and experience with Database management system software and Visualization Tools

Knowledge and Experience with AI Support Tools within CRM applications

Knowledge and Experience with AI Tool Development: VS Code and AI/Agentic Agents

Experience in connected vehicle telematics telecom or subscription based digital services

Experience with data in cloud and Microsoft Azure

Background working with or influencing product software and data engineering teams

Familiarity with Salesforce OneCRM/CX One or similar modern contact center and CRM ecosystems

Experience leading global or multi region operations and vendor partner relationships

What Will Give You a Competitive Edge (Preferred Qualifications):

Database management system software and Visualization Tools: Apache Hadoop; Oracle PL/SQL; Teradata Database, Apache Cassandra, Apache Hive, NoSQL, Azure, PowerBI and Oracle Business Intelligence Enterprise Edition

AI Support Tools within CRM applications: Next Best Action, Call Summarization, and Agent Assist

Bachelor’s degree in Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.

10+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment.

#LI-JT2

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}.

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.

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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.

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