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Remote OR Hybrid : Reporting where work can/needs to be performed / collaboration should happen. If the person lives w/n 50 miles of such a location, they are expected to come in three times a week. If they do not live within 50 miles of any of those locations, they don’t need to report in.
- This role is based remotely but if you live within a 50-mile radius of [Detroit, or Warren], you are expected to report to that location three times a week, at minimum.
- This Job is not eligible for relocation benefits
About the role:
The position will report to the Manager, Loyalty Program Operations and will be responsible for developing and leading the Loyalty Member Care & Fraud discipline, with primary goal of providing an exceptional customer experience assisting members with the My Rewards and GM Card programs and protecting the integrity of the program through fraud prevention. In partnership with GM’s Customer Care team and GM Card bank partner, this position will define and create integrated and proactive service and support experiences that deliver smart and simple solutions to increase customer satisfaction and program NPS. In addition, the position will be responsible for tracking, monitoring and remediating issues related to fraud for members. The position will also support strategic development of digital self-help, support tools and Member Care strategy via new Loyalty platform on Salesforce, and be responsible for the delivery of Member Care insights across the Loyalty team and generate positive momentum and an engaging culture with the Member Care team. The individual will work closely with various members of the Loyalty Leadership team as well as collaborating across GM to grow & deliver success for the program.
The ideal candidate for the role embodies GM’s Behaviors and is motivated by the drive to ensure GM establishes a winning strategy to deliver a best-in-industry Loyalty program that delivers value for customers, GM and dealer network. 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 consistently deliver the value story of the Loyalty program to various internal stakeholders to solicit buy in and support for the program.
Specific job responsibilities include:
- Supports development of an integrated Business Strategy, framework, and roadmaps for Loyalty Member Care & fraud discipline in partnership with customer care and GM Card bank partner, including support of Member Care strategy for new Loyalty Salesforce platform
- Leads the tracking, monitoring and remediation of fraudulent activity to protect program integrity
- Support the daily management of Loyalty Member Care and overall goals of the Loyalty program, Voice of the Customer feedback and Best in Class objectives for the Customer Care Operations team.
- Performs 1:1 outreach to members, including executive cases, to quickly and effectively solve member issues
- Lead business requirement development for Advisors in new Salesforce platform, such as customer goodwill strategy
- Gain a deep understanding of GM’s end-to-end customer journey, collaborating across the organization to improve full customer lifecycle offerings through the lens of Loyalty and champion optimization
- Build new processes / analyzes existing processes in support of increasing customer satisfaction and program NPS
- Track key performance indicators for the team, including call center call metrics, resolution rates, and Customer Satisfaction scores (CSAT, CRT, SL, ASA, NPS, etc.).
- Monitor and evaluate call quality, ensuring adherence to Loyalty’s customer service standards and brand voice
- Prepare regular reports on team performance and customer service trends for management stakeholders
- Lead delivery of Member Care insights, data and reporting to Loyalty team and CX organization
- Responsible for Member Care issue triage and resolution, ranging from day to day inquiries to executive escalations
- Develop and execute Advisor training, coaching, mentoring and feedback on an ongoing basis to improve team knowledge, skill-sets and efficiency while fostering professional development and growth.
- Deliver improvements for Platinum advisors team, including processes, training and tools to support our most valuable Platinum customers
- Supports program governance, guidelines & procedures, including bank partner integration
- Partners with technical partners (internal and external) to ensure solutions and customer/advisor/dealer experiences are simple, effective, reliable, innovative
- Project management on special projects as the need arises
- Navigate unstructured challenges and create a structured approach to exploit commercial opportunities, mitigate risks and prepare strategic ideas for implementation
Additional Description
Qualifications / Requirements:
- Bachelor’s degree preferred
- Experience with Salesforce platform a plus
- 5+ years work experience in call center / customer care or related field (experience with marketing, credit card or rewards program a plus)
- Proficiency and experience with various call center / customer care support tools (e.g., XMD, NICE, etc.)
- Excellent project management, analytical and problem-solving skills
- Strong ability to create, build and leverage relationships and effectively interface with all levels of team members
- Strong detail orientation. High degree of initiative and results orientation.
- Exceptional at prioritizing and focusing on the highest value opportunities
- Strong interpersonal and team interaction skills. Highly collaborative.
- Ability to work independently with minimal supervision
- Must be energetic, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership
- Must be comfortable working with and at times, managing Senior Leaders and Executives within the organization
COMPENSATION : The median level of salary compensation for this role is $93,400.00 to $149,200.00 Annually
BONUS POTENTIAL : An incentive pay program offers payouts based on company performance, job level, and individual performance.
BENEFITS : GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
#LI-Remote #GM-Remote #LI-JN1
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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Total Rewards | Benefits Overview
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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
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