Assistant Manager, Customer Satisfaction Insights

GM•Warren, MI

4d•Hybrid

About The Position

The Assistant Manager, Customer Satisfaction Insights (CSI) is a senior individual contributor within GM Sales Support team responsible for transforming customer feedback, CSI survey results, and operational performance data into actionable business insights. This role helps improve customer experience across the GM dealer network by identifying trends, surfacing opportunities, and translating data into recommendations that support leadership decision-making, dealer performance improvement, and stronger Net Promoter Score (NPS) outcomes. This position serves as an analytics-focused partner to Sales Support leadership, field teams, brand team partners, and external vendors. The ideal candidate combines strong analytical capability, polished communication, and a customer-first mindset with the ability to operate effectively in a fast-paced, cross-functional environment.

Requirements

Bachelor’s degree in Business, Analytics, Marketing, Communications, or a related field.
Minimum 3-5 years of experience in automotive sales, marketing, or a related field
High level of proficiency in data analytics, including the ability to analyze complex survey and operational datasets and convert findings into clear, actionable recommendations.
High level of proficiency in PowerPoint, including the ability to create polished, executive-ready scorecards, reports, and presentations.
Strong written and verbal communication skills, with confidence presenting insights to leadership and cross-functional stakeholders.
Demonstrated ability to work through ambiguity, manage multiple concurrent projects, and influence outcomes across functions.
Strong judgment, initiative, and a solution-oriented mindset.

Nice To Haves

Automotive industry knowledge, including experience with dealer-facing, field-facing, customer satisfaction, sales, or service operations.
Familiarity with Qualtrics analytical tools or similar voice-of-customer and text analytics platforms.
Experience with CSI or voice-of-customer platforms, dashboards, and NPS programs.
Working knowledge of data visualization, reporting, or BI tools used for deeper analysis.
Experience partnering with external vendors and cross-functional internal stakeholders.

Responsibilities

Analyze CSI survey data, NPS results, customer feedback, and related operational metrics to identify trends, root causes, pain points, and opportunities for improvement.
Develop executive-ready reports, scorecards, dashboards, and PowerPoint presentations that translate complex findings into clear, practical recommendations.
Synthesize data into business stories that support decision-making by Sales Support leadership, regional teams, and field partners.
Partner with Global CSI leadership, regional teams, brand teams, sales and service teams, GMIT, and vendors to refine survey methodologies, reporting approaches, dashboards, and related tools.
Serve as a business contact for analytics and reporting topics, helping ensure deliverables are accurate, timely, and aligned with program objectives.
Support ad hoc analyses and insight generation for leadership, field teams, and other stakeholders.
Work across multiple teams and priorities, driving progress and follow-through without direct authority over resources.