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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 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 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.
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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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