Job Description

Work Arrangement:

• This role is categorized as hybrid. This means the successful candidate is expected to report to Warren, MI three times per week , (Tuesday, Wednesday, and Thursday) at minimum.

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

The Role:

The Roadside Experience Leader is a pivotal role responsible for the strategic direction of our Roadside suppliers by driving innovative thinking, providing superior leadership and driving execution. This leader develops and manages the processes and customer experience delivered by our internal advisors as well as our Roadside supplier.

The Roadside Execution and Experience Lead serves as the voice of the customer and advisor through the contact center channel and building business processes to execute a flawless customer experience by our Roadside partners.

This leader is also directly accountable for the Customer Experience, monitoring and evaluating Key Performance Indicators (KPI’s) daily. KPI’s include: Customer Satisfaction, Net Promotor Score, achieving budgeted costs, as well as estimated and actual times of arrival.

What You’ll Do:

• Develop and implement processes that elevate the customer experience

• Collaborate with a variety of business stake holders including Customer Care and Aftersales, Dealers, Product teams, and Contact Center teams to implement the long term strategy for Roadside assistance.

• Monitor Roadside experience interactions, service levels, costs, and customer satisfaction results

• Drive process compliance and overall performance with internal business stakeholders

• Gather and interpret complex quantitative and qualitative data to drive decisions

• Establish KPI reporting capability to allow for use across business channels

• Coordinate with the global Roadside efforts to establish and lead best practice execution

• Participate in weekly business reviews and Quarterly Executive reviews

• Manage Vendor Relationships and accountability, as well as process and policy changes through the vendor network

• Take on a leadership role in driving solutions from concept to implementation

• Actively drive to achieve new digital enablement strategies that improve the customer experience and create process/system efficiencies
  

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Previous experience with a business outsource model

• Previous call center experience

• Prior Dealer contact and/or retail experience preferred

• Ability to effectively communicate and influence without direct authority with the internal businesses structure

• Proficient in MS Office products

• Proven ability to perform in a fast paced and complex work environment, manage multiple projects/programs and drive results.

• Demonstrated customer focus by investigating and taking action to meet customer’s current and future needs.

• Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to suppliers that improve performance

• Desire to drive excellence in servicing customers when faced with urgent and critical situations. Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

• High level of analytical ability where problems are unusual and difficult

• Adept presentation skills

• Strong verbal and written communication skills

• Bachelor’s degree in Business Management, Management Information Systems or equivalent experience.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

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

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.

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.