Job DescriptionWork Arrangement:
This role is categorized as hybrid. This means the successful candidate is expected to report to Warren, MI three times per week , (Tuesday, Wednesday, and Thursday) at minimum.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate
The Role:The Roadside Experience Leader is a pivotal role responsible for the strategic direction of our Roadside suppliers by driving innovative thinking, providing superior leadership and driving execution. This leader develops and manages the processes and customer experience delivered by our internal advisors as well as our Roadside supplier.The Roadside Execution and Experience Lead serves as the voice of the customer and advisor through the contact center channel and building business processes to execute a flawless customer experience by our Roadside partners.This leader is also directly accountable for the Customer Experience, monitoring and evaluating Key Performance Indicators (KPI’s) daily. KPI’s include: Customer Satisfaction, Net Promotor Score, achieving budgeted costs, as well as estimated and actual times of arrival.What You’ll Do:
Develop and implement processes that elevate the customer experience
Collaborate with a variety of business stake holders including Customer Care and Aftersales, Dealers, Product teams, and Contact Center teams to implement the long term strategy for Roadside assistance.
Monitor Roadside experience interactions, service levels, costs, and customer satisfaction results
Drive process compliance and overall performance with internal business stakeholders
Gather and interpret complex quantitative and qualitative data to drive decisions
Establish KPI reporting capability to allow for use across business channels
Coordinate with the global Roadside efforts to establish and lead best practice execution
Participate in weekly business reviews and Quarterly Executive reviews
Manage Vendor Relationships and accountability, as well as process and policy changes through the vendor network
Take on a leadership role in driving solutions from concept to implementation
Actively drive to achieve new digital enablement strategies that improve the customer experience and create process/system efficiencies
Additional Job DescriptionYour Skills & Abilities (Required Qualifications):
Previous experience with a business outsource model
Previous call center experience
Prior Dealer contact and/or retail experience preferred
Ability to effectively communicate and influence without direct authority with the internal businesses structure
Proficient in MS Office products
Proven ability to perform in a fast paced and complex work environment, manage multiple projects/programs and drive results.
Demonstrated customer focus by investigating and taking action to meet customer’s current and future needs.
Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to suppliers that improve performance
Desire to drive excellence in servicing customers when faced with urgent and critical situations. Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required
High level of analytical ability where problems are unusual and difficult
Adept presentation skills
Strong verbal and written communication skills
Bachelor’s degree in Business Management, Management Information Systems or equivalent experience.
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.About GMOur 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 UsWe aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.Benefits OverviewThe goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others: Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents; Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family; Company and matching contributions to 401K savings plan to help you save for retirement; Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; Tuition assistance and student loan refinancing; Discount on GM vehicles for you, your family and friends.Diversity InformationGeneral Motors is committed to being a workplace that is not only free of 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 understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.Equal Employment Opportunity StatementsGM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] 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.The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at [email protected] .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.