Customer Experience Team Leader III

GM Financial•Arlington, TX

4d•Hybrid

About The Position

This role is responsible for providing and supporting "Best in Class" service by leading teams assigned to multiple servicing channels. The Customer Experience Team Leader is responsible for championing a positive work environment and the development of team member core competencies, overall performance, job skills, and development. This role will lead a team that services customers through various communication channels and answers inquiries on various GMF products/services. The Customer Experience Team Leader will support team members in driving key departmental KPIs through the acquisition and development of talent, implementing progressive discipline and coaching, while ensuring team member retention and engagement.

Requirements

Advanced knowledge and understanding of GM Financial accounts, policy and procedures
Must have a passion for providing an outstanding customer experience
Must embrace company principles and demonstrate understanding of GM Financial’s and Customer Experience’s culture
Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict
Possess selling and negotiation skills to help build customer loyalty and retention
Proven ability to effectively lead through change
Effective oral and written communication skills
Demonstrated ability to link specific activities to desired results
Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization
Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
2-3 years with at least 1 year at GM Financial in a leadership capacity
≥ 3.6 MPJ or meet/exceeds mid-year (must be in good standing)
Demonstrated commitment to self improvement – by completing a “My Development Plan”
Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
Skills in evaluating AI outputs for accuracy, compliance, and bias
Experience integrating AI into workflows to improve efficiency or insights
Familiarity with AI assisted research, summarization, and content generation
Understanding of responsible AI use, including ethics and data protection
High School Diploma or equivalent Required
Experience in a customer service environment or related work experience required

Nice To Haves

Associate Degree
Bachelor’s Degree or equivalent combination of education and experience Preferred
Master’s Degree

Responsibilities

Execute strategies and initiatives to optimize customer experience and center performance
Support corporate initiatives and facilitate an understanding of business needs
Ensure adherence to standardized platform and consistent processes
Lead team in a manner that effectively maximizes business results and employee satisfaction
Protect interest of company by ensuring actions of self and others are in compliance with policies and laws
Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct
Identify and address anything that takes away from a safe and healthy work environment
Effectively use reward and recognition tools to drive business results
Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
Provide recommendations regarding personnel decisions including, but not limited to staffing levels, hiring, recognition, salary increases, performance evaluations and terminations