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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 ideal candidate embodies GM’s Behaviors and the skills to create effortless, personalized, industry defining Contact Center experiences for our customers and front-line employees. This leader will support the strategy for the future of Enterprise Care (customer and dealer) and spearhead the implementation of the CRM Platform in the Contact Center, with specific focus on Customer and Dealer Care. This new platform will create an innovative and integrated digital first experience complimented by deliberately human interactions that are proactive, personalized and easy. The Leader will collaborate and coordinate with multiple cross-functional teams including workforce, training, DSX, IT, Contact Center solutions, and our Contact Center supplier partners, ensuring optimization of the platform’s functionality and creating new and innovative experiences for our customers. This role will be responsible for conceptualizing and driving go-forward strategy for the future of care, in addition to developing and successfully executing plans, timelines, deliverables and effectively communicating status, decisions needed, changes, roadblocks to multiple stakeholders, including senior leadership ensuring commitments remain on track.
What You’ll Do:
Support Execution of Software Enabled Services Contact Center connected platform transformation, understanding impacts regarding process re-engineering, training, workforce, budget etc.
Strategize future state of Enterprise Care Contact Center post implementation of the CRM Platform, with specific focus on Customer and Dealer Care
Support and drive forward-looking strategy and effectively communicate with leadership and cross-functional stakeholders to keep them informed of relevant status, activities and decisions
Coordinate activities, assignments, and deliverables with multiple stakeholders. Develop project plans and timelines to track progress, roadblocks and overall status
Development of leadership presentations for strategic reviews and forums
Utilize strong analytical skills to transform data into actionable information to drive prioritization
Assist with the coordination and flow of new ideas and programs throughout the SES Enterprise
Complete tasks and propose solutions to ambiguous requests when minimum instruction is provided
Additional Description
Your Skills & Abilities (Required Qualifications):
3+ years’ experience Contact Center operations or equivalent experience
Passion for understanding the customer needs and delivering an exceptional customer experience
Effective leadership style, compatible with the team culture: collaborative, flexible and results-oriented
Ability to act as a catalyst for innovation and challenge legacy mindset
Proven strategic experience and/or project management
Uses data to inform strategy and uncover areas of opportunity to enhance the customer experience
High level of interpersonal skills to work effectively with others
Must be energetic, hardworking, enthusiastic; willing to offer opinions and judgments
Experience in establishing effective partnerships within and outside of the organization
Demonstrated ability to manage multiple projects / programs
Affinity to facilitate problem solving and collaboration
Ability to organize and plan effectively, in ambiguous and continually changing environment
Must plan and be able to anticipate risks associated with projects/tasks and have a plan to handle if encountered in highly visible live environments
Financial and business acumen
Bachelor’s degree in Business Management, Management Information Systems or equivalent experience.
Critical capabilities include the ability to build strong relationships, communicate strategic vision, influence change and drive for results. This position requires someone who is an inspiring leader, fast learner and always thinks customer first. A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must. The candidate will have to gather data and assist in creating content/presentations on program roll out status.
Key Leadership Competencies :
Customer-First Mindset : leverage insights and engage team and key stakeholders to strategically evaluate quality and operating metrics, exchange ideas and develop strong teams while delivering on goals and objectives that drive business results.
Strategic Thought Leadership : possess business and strategic acumen with ability to communicate broader business vision to cross-functional teams.
Team Building and Leadership : ability to lead / influence at all levels; strong partnership skills with a history of collaborating across organizational boundaries, working with and influencing others, and creating clarity from confusion; high-level of interpersonal skills coupled with the ability to work effectively with a diverse team and drive change.
Outcome-Oriented : articulates desired outcome(s) and works collaboratively to create a path to achieve it; demonstrated ability to manage multiple projects/programs.
Business Acumen – Strong strategic acumen, agile decision-making, ability to formulate a strong point of view and adjust plans strategically in a changing environment.
Analytical – synthesized complex or diverse information; uses intuition and experience to complement data; ability to effectively communicate and translate business needs both internally and to cross-functional teams; proactively identifies and resolves problems in a timely manner.
Project/Program management – demonstrated ability to participate in multiple/simultaneous launches of new programs/projects with excellence and effectively communicate status/changes/roadblocks to multiple levels within the organization.
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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Why Join Us
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Diversity Information
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 workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. 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
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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