Apply on Employer Site

General Motors · 1 week ago

Assistant Manager, Experience Lead - Customer Care Strategy & Optimization

Warren, MI

Full-time

Hybrid

Mid Level

3+ years exp

General Motors is a company focused on leading change towards a world with Zero Crashes, Zero Emissions, and Zero Congestion. They are seeking an Assistant Manager to lead transformative initiatives that enhance customer experience and streamline operations within customer care environments.

AutomotiveElectric VehicleInformation ServicesManufacturingTransportation

No H1B

Responsibilities

Collaborate and communicate effectively with cross-functional teams and stakeholders, including operations, training, quality, contract management, workforce management, scheduling, forecasting, finance, human resources, procurement, field operations, and project management to ensure alignment and support for Customer Care Strategy & Optimization initiatives

Develop, update, and maintain customer care contact center operational processes, communicate changes and expectations to stakeholders, and lead training initiatives to ensure team members are equipped to implement new or updated procedures effectively

Lead system transformation initiatives, including the launch and optimization of customer case management systems (e.g., OneCRM and related technologies), simplifying workflows and case types to deliver significant cost savings and improved advisor and customer experiences

Conduct financial analysis and lead cost optimization initiatives, including cost/benefit assessments, implementation of system and technology-driven efficiencies, and validation of cost savings realization to achieve organizational targets

Lead end-to-end project management for strategic initiatives, including developing scope, charters, schedules, budgets, timelines, and ramp plans to ensure successful delivery of objectives on time and within budget

Drive customer experience improvements by developing and executing strategies that consistently meet or exceed Customer Satisfaction (CSAT) goals, leveraging digital enhancements to reduce call volume and improve service quality

Manage real-time emergent escalations within a high-volume customer care call center environment, ensuring rapid resolution and minimal impact on customer experience and business operations

Provide leadership and guidance to both direct and indirect teams, fostering collaboration, accountability, and alignment across all stakeholders to achieve organizational goals and deliver exceptional customer care outcomes

Manage a team of Regional Field Liaisons to enhance field relationships, reduce escalations, and pilot innovative processes such as repurchase handling and multilingual support

Drive continuous improvement by analyzing escalated cases, advisor feedback, and process gaps to enhance case handling, training, and content management

Partner with suppliers through regular business reviews to monitor performance metrics and align on strategic objectives

Partner with Field Operations to align Customer Care strategies, drive performance, and ensure seamless delivery of operational objectives

Qualification

Customer Care StrategyAdvanced AnalyticsProject ManagementSupplier ManagementChange ManagementSalesforce/OneCRMCommunication SkillsNegotiation SkillsOrganizational SkillsLeadership