Roadside Experience Analyst

Description

Work Arrangement:

• This role is categorized as hybrid. This means the successful candidate is expected to report to Warren three times per week, at minimum.

• This job may be eligible for relocation benefits.

The Role:

The Roadside Experience Analyst is a pivotal role responsible for the direction of our Roadside suppliers by ensuring execution of our Service Level Agreement KPI’s.

• Develop and manage the processes and customer experience delivered by our internal advisors as well as our Roadside supplier.

• 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.

• Accountable for the Customer Experience, monitoring and evaluating Key Performance Indicators (KPI’s) daily. KPI’s include: Customer Satisfaction, Net Promotor Score, 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 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

• 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):

• Demonstrated ability to drive results, to perform in a fast paced and complex work environment and manage multiple projects/programs simultaneously. 
• 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
• Strong verbal and written communication skills
• Proficient in MS Office products
• Bachelor’s degree or equivalent work experience

What Will Give You A Competitive Edge (Preferred Qualifications):

• Previous call center experience preferred

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.  

Accommodations (U.S. and Canada)

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