Customer Success and Operations Manager, Customer Care Strategy and Optimization

Job Description

Hybrid : This role is categorized as hybrid. This means the successful candidate is expected to report to the Warren, MI office three times per week, at minimum [or other frequency dictated by the business].

The Role

The Manager, Customer Care Strategy & Optimization (Customer Success, Goodwill / Retention, and Proactive Customer Outreach) embodies GM's Behaviors and is driven by a passion for creating effortless, personalized, and industry-defining contact center experiences for Customers, Dealerships, and Field partners. As an empowering leader, this role will spearhead cross-functional enterprise business solutions to deliver seamlessly connected, outstanding Customer, Dealer, and Field interactionsdriving improved sentiment, satisfaction, and loyalty.

What You'll Do (Responsibilities) :

• Foster a culture rooted in GM Behaviors and a No Customer Left Behind mindset across the Customer Care, Goodwill / Retention, and Proactive Outreach teams.
• The Manager will build, mentor, and develop a high-performing team of six direct employees, 13 Regional Field Liaisons, and more than 800 supplier partner contact center resources across the U.S. and Canada, while also managing a significant budget to support strategic initiatives and operational excellence.
• Partnering with cross-functional teams across Contact Center Operations, Field, Supply Chain, and Customer Success Solutions, this leader will build strong relationships, communicate a strategic vision, influence change, and drive results.
• The role requires an inspiring leader and fast learner who always puts the customer at the center.
• A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous and fast-paced environment is a must.

Key Leadership Competencies :

Additional Job Description

Your Skills & Abilities (Required Qualifications) :

Relocation : This job may be eligible for relocation benefits.

This position requires the ability to legally operate a motor vehicle on a regular basis

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 INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYEE OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

About GM

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.

Why Join Us

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.

Benefits Overview

From day one, we're looking out for your well-beingat work and at homeso you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards Resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

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 providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

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. 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.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.