Dealer Field Experience Manager - Gm Protection

Overview

GM Financial is targeting significant growth as it transforms the Protection/Insurance Products into a full captive platform. Our team is responsible for bringing the branded General Motors F&I products to market and we work hands on with our dealer partners to improve performance in their F&I department. In order to provide the best service to our field personnel and dealer customers, we are looking for someone with a customer centric mindset who can build relationships and solve problems. This Dealer & Field Experience Manager will oversee a team of analyst and work closely with Regional Sales Managers, Protection Account Representatives, dealer personnel and the corporate staff to quickly resolve issues and answer questions related to the GM Protection products and processes. The position will help drive value to our dealers by making their job easier.

Responsibilities

JOB DUTIES

• Provide coaching and training to analysts
• Resolve escalated issues in a timely manner and provide general support for sales team
• Respond to inquiries (product, materials, general questions, etc)
• Contribute to improving end-to-end dealer journey (enrollment through claims processing and payment) to eliminate pain points and improve efficiency
• Act as liaison between third party administrator, third party menu providers, field team, and dealers to quickly resolve issues
• Work collaboratively with the Product Manager to advise on future system enhancements enabling the field to operate more efficiently
• Manage SharePoint site materials and documents

Qualifications

Knowledge

• Knowledge of Salesforce CRM tool preferred
• General understanding of dealership operations preferred
• Knowledge of F&I products preferred
• Experience in Auto Finance preferred

Skills

• Critical independent working skills and ability to drive for results and meet objectives
• Leadership skills including building relationships, strategic and analytical ability
• Customer centric mindset
• Ability to articulate ideas, business plans and results to all levels of executive leadership
• Strong problem solving skills
• Strong written an oral communication
• Detail oriented
• Proficient in MS Professional and relevant software

Education

• Bachelor's Degree or equivalent experience required

Experience

• 1-2 years of managing people required
• 2-3 years of Customer Experience required
• 2-3 years of automotive financial services experience preferred
• 2-3 years of F&I product experience preferred
• 1-2 years of dealership experience preferred

Working Conditions

• 3 days in the office required

#LI-Hybrid

Employment Type: FULL_TIME