Customer Experience Manager GM Energy

Customer Experience Manager GM Energy

GM Energy's vision is to empower EV drivers with seamless charging and energy solutions that connect their journeys, homes, and communities. We have a focus on increasing EV adoption, increasing customer retention and loyalty, and creating new revenue streams. Our mission is backed by the bold GM vision of zero crashes, zero emissions, and zero congestion.

We are seeking a strategic, data-driven, and customer-obsessed Customer Experience Manager to lead GM Energy's efforts in delivering seamless, insightful, and continuously improving customer experience. This role sits at the intersection of customer journey design, customer care collaboration, VOC analytics and insights management, with a strong focus on driving meaningful change across the organization. The ideal candidate is calm under pressure, highly organized with deep attention to detail, and thrives in a fast-paced, matrixed environment. They bring a continuous improvement mindset, strong data fluency, and the ability to translate customer insights into strategic action and implementation.

Key Responsibilities :

• Define and evolve GM Energy's customer experience strategy aligned to business goals.
• Implement real-time journey mapping across residential, public, and utility segments.
• Act as a strategic liaison with the Customer Care organization to identify pain points and drive process, training, and documentation improvements.
• Support the development and refinement of SOPs and workflows to improve efficiency and resolution times.
• Serve as an escalation point for the CX journey, packaging up critical customer issues and ensuring cross-functional alignment and timely resolution.
• Build and manage robust feedback loops, ensuring customer insights are categorized, prioritized, and disseminated across the team.
• Own and manage the coordination of customer touchpoints and journey impacts, identifying risks and pain points that stem from systems, processes, technologies, research, and user stories.
• Ideate and collaborate to develop project plans and gain buy-in from GM and GM Energy teams to implement and adopt long-term solutions.
• Strengthen the rigor and structure of customer research and analytics programs, improving survey design, timing, and targeting to increase response rates and data quality.
• Partner with analytics teams to uncover actionable insights about customer personas, behaviors, and preferences.
• Influence product development, marketing, and sales strategies through customer insights and collaborate with Product and Quality teams to ensure customer needs are reflected in roadmaps and issue resolution.
• Identify upsell and cross-sell opportunities through customer data.
• Foster a culture of customer-centricity, continuous learning, and accountability.
• Drive alignment to strategic CX roadmaps and OKRs across teams.

Qualifications :

Compensation :

Our vision is a world with Zero Crashes, Zero Emissions, and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer, and more equitable for all.

We believe we all must make a choice every day individually and collectively to drive meaningful change through our words, our deeds, and our culture. Every day, we want every employee to feel they belong to one General Motors team.

From day one, we're looking out for your well-beingat work and at homeso you can focus on realizing your ambitions.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state, and local laws.