Customer Experience Manager - California

Customer Experience Manager

GM's Customer Experience Team, part of Customer Care and Aftersales (CCA), is deeply committed to delivering a world-class customer experience. We attract more customers by focusing on processes which foster communication throughout the customer service journey to drive retention and contribute to the revenue that we generate in CCA. We elevate every customer's engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers, and end customers.

The Customer Experience Manager has a commitment to delivering exceptional customer experience by innovating with data to purposely improve the customer journey. This role plays a key part in shaping the long-term customer experience strategy for GM's Customer Care and Aftersales. The Customer Experience Manager ensures that customer-centricity remains a core driver of operational excellence and brand loyalty. This role manages critical customer interactions and advocates for the customer by driving change to mitigate future concerns as well as owning current customer issues and bridging communication to support the customer through to resolution.

Customer Experience Responsibilities :

• Identify emerging trends, align initiatives with business objectives, and influence cross-functional priorities.
• Oversee a team of five and drive performance through mentoring, coaching, and development.
• Utilize data and feedback to develop and innovate new solutions to create a world-class customer experience.
• Utilize problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.
• Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
• Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
• Coordinate empowerment and goodwill initiatives and lead training on the available tools.
• Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
• Oversee repurchase execution processes.
• Involvement in legal or compliance-related customer resolutions.

Required Qualifications :

Your Skills & Abilities (Required Qualifications) :

The selected candidate must live or relocate to within 50 miles of Westlake Village, CA.

Compensation :

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week. The selected candidate will be required to travel on a regular basis (25-50%) for this role. This job may be eligible for relocation benefits.