Experience Lead
General Motors

Job Info

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Job Description

This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States.

The Customer Experience Team oversees the customer experience for assigned lines of business and is responsible for driving continuous improvement to the customer service delivery in customer care, dealer care and software connected services.

The Experience Lead will need to:

• Develop and maintain best-in-class customer experiences for the medium (phone vs digital vs automated)
  
• Create and implement all experience processes, call flows or digital strategies to achieve desired business results
  
• Collaborate with a variety of business partners including Marketing, Field, Sales, Dealer Relations and Product Development teams
  
• Identify potential areas of improvement, both from an IT capabilities perspective and business process and workflow standpoint, and translate into IT requirements
  
• Support or liaison with IT, Legal/Public Policy and Engineering to create solutions that best suits the Customer & Brand, Executive, Dealers, develop test cases, and enhance tools and applications for Advisors
  
• Establish and maintain measurement framework and monitor experience KPIs. Collaborate with Engagement Lead on supplier opportunities
  
• Provide input to forecast staffing COE on short-term & long-term staffing updates
  
• Monitor Customer interactions, service levels, costs, average call handle time and quality
  
• Provide input to GM training and curriculum development to deliver the desired customer's experience for the medium
  
• Attend quality calibration sessions
  
• Drive process compliance and overall performance with Call Center leadership
  
• Provide insight and develop the annual budget and general business planning to meet annual targets
  
• Conducts full investigation of cases against set criteria and provides resolution by weighing the financial / customer relations impact
  
• Reviews individual customer cases for consideration outside of normal policy or procedure.
  

Valued skills and experience:

• Excellent communication, collaboration, and delegation skills.
  
• Demonstrated ability to drive results of in-direct reporting teams and manage multiple projects/programs
  
• Problem resolution
  
• Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff 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
  
• Positive attitude and teamwork
  

Additional Job Description

Required Skills/Experience:

• BA/BS degree / or relevant experience
  
• Strong verbal, written, and interpersonal communication abilities
  
• Knowledge of and ability to effectively use computer software as it pertains to the job responsibilities
  
• Actively identifies new areas for learning and takes advantage of learning opportunities
  
• Communicate effectively complex ideas with executive management
  

Highly Preferred Skills/Experience:

• 3-5 years of luxury brand, high touch customer service experience, or facilitating best in class call center experience with an industry leader
  
• Experience in designing call/digital flows and scripting
  

Compensation: The median level of salary compensation for this role is $109,283.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

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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 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 Overview

The 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 Information

General 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 Statements

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 (EEO) 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 atCareers.Accommodations@GM.com. 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.

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