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This role is categorized as hybrid. This means the successful candidate is expected to report to [7000 Building, Warren MI ] three times per week, at minimum [or other frequency dictated by the business].
The Assistant Manager for GM Dealer Chat will be responsible for developing Dealer Chat strategy and overseeing performance results. This position will support business goals through increasing GM Dealer Chat enrollments and driving revenue while enhancing customer/dealer satisfaction. The Dealer ChatAssistant Manager will lead performance using various GM systems to proactively identify ways to enhance dealer/customer experiences while building strong relationships with Advisors, Team Leads and multiple cross-functional stakeholders. This position is responsible for managing the relationship between our enrolled dealers and their customer while selling additional Dealer Chat enrollments.
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 chat experiences for our dealers and customers. Ability to lead change, collaborate and influence across all functions, effectively prioritize and thrive in an ambiguous / fast-paced environment is a must. This position needs to understand the functions of IEX Workforce Management while monitoring Microsoft Teams and Advisor chats.
Responsibilities:
Oversee the daily management of GM Dealer Chat Advisors and support the overall goals of conversion, quality, and customer satisfaction
People Leadership of a group of 4 Team leaders and a group of 60 contract advisors and support team
Create and promote a team culture that puts the dealer and customer at the center of everything that we do while delivering operational excellence and maintaining an engaging, vibrant workplace
Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity
Monthly strategy and monitoring of dealer enrollments and revenue goals
Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions and issues via chat
Effective data analytics to identify pain point, prioritize work and create enhancements
Use data analytics to develop and execute marketing campaigns to increase revenue
Drive consistency across the team by regularly reviewing processes and workflows to identify team training opportunities or improved efficiencies
Review and approve weekly Advisor payroll submissions and time off requests
Manage special projects or new customer initiatives as the need arises
Development of leadership presentations for strategic reviews and forums
Assess and plan necessary training initiatives based on trends
Collaborate with agency partners to guide marketing refresh and digital footprint
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate
Additional Description
Qualifications/Requirements:
Bachelor’s Degree preferred
Business Management, Marketing or Finance, or Equivalent Work Experience in these fields
3+ years of experience in customer service-related profession
People Leader Experience Preferred
Dealership Experience is a plus
Supplier Management/Contact Center experience preferred
3+ years of experience in sales with proven success achieving sales targets
Self-motivated, driven to excel, capable of always providing a white glove experience to customers
Ability to inspire and drive employees to elevate performance, deliver successful metrics and adhere to GM’s Cultural Behaviors
Demonstrated ability to work with minimal supervision on unstructured assignments
Strong organizational, communication and collaboration skills
Effective Communicator across all media—verbal, written, social media savvy
Experience with Microsoft Office Required
Siebel/Advisor Workbench, XM Discover, Oracle Business Intelligence Software, IEX Workforce Management Preferred
Automotive retail experience preferred
10% travel Domestically
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.
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