Group Manager - Customer Care & Operations - GM Energy

GM•Warren, MI

18h•Hybrid

About The Position

The Manager, GM Energy Customer Care & Operations leads day-to-day GM Energy Care performance (especially CSAT and TTR) with a primary focus on stabilizing and standardizing the customer care operating system—processes, playbooks, training/QA, knowledge, and partner routines—so performance is reliable and scalable as GM Energy grows. This hybrid role spans contact center operations, customer success, and CX governance. Accountability includes core metrics (CSAT, NPS, TTR, AHT, transfers, case age, VIP/EPP experience, warranty efficiency) and the operating model required to support near-term operational stability while advancing readiness for the future product portfolio and deploying targeted digital/self-serve and agent-assist improvements that measurably improve resolution and advisor effectiveness. The Manager will also work closely with Customer Transformation and support key initiatives such as customer journey development and managing the governance and feedback loop for Voice of the Customer (VOC). Mandate: Run GM Energy Care to strong, stable customer outcomes while building repeatable processes, tooling, and partner governance that scale.

Requirements

7–8 years in customer care/contact center operations, customer success, or related roles with ownership of customer and operational KPIs (e.g., CSAT, NPS, TTR, AHT).
4+ years leading people leaders and/or mixed teams (FTE/contractors) in a high-volume, high-complexity support environment.
Demonstrated ability to build and run scalable operating systems that connect process, technology, org design, and metrics.
Strong cross-functional influence across operations, product, quality, finance, and legal to drive change without relying on positional authority.
Able to simplify ambiguity: diagnose issues, prioritize, and implement repeatable solutions in fast-changing environments.
Experience with case management/CRM and contact center tooling plus performance reporting (e.g., Salesforce Service Cloud, OneCRM/CRM2, telephony/ACD).
Clear written/verbal communication; can translate data into insights and recommendations for leadership.
Strong people leadership: coaching, performance management and prioritization, and building engaged, resilient teams.
Ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

Nice To Haves

Background in Automotive/OEM care, Energy/utility, or high-growth technology/SaaS customer success.
Experience with BPO/contact center operations and/or managing external suppliers and installer networks.
Familiarity with warranty/aftersales operations, installer/field service ecosystems, and CRM/reporting tools (Salesforce/OneCRM/CRM2).
Exposure to AI, automation, or self-serve capabilities in a care or CX context (e.g., bots, agent assist, knowledge search, transcript analytics).
Experience building or refining VIP programs and executive escalation processes in complex organizations.
Prior work in management consulting, operations strategy, or systems design, with a focus on scaling operating models for next-phase growth.

Responsibilities

Own day-to-day GM Energy Care: intake, routing, case management, escalations, and journey support from installation/commissioning through ongoing service.
Drive core KPIs: CSAT, NPS, TTR, AHT, transfer rate, case age; identify top drivers and implement countermeasures.
Operationalize strategic initiatives (future product portfolio readiness, ESS, managed installer network, self-serve/AI) into clear playbooks, roles, and SLAs.
Design and maintain an integrated Care operating model: SOPs/workflows, KPI definitions, dashboards, and reporting cadence.
Establish governance rhythms (CS Ops reviews, VOC/top-issues reviews) that convert Care signals into cross-functional actions.
Ensure data hygiene and metric integrity (single source of truth) and design with clear “what must be true” assumptions for scale.
Own training and quality assurance for advisors: role-based curriculum, certification, scorecards, calibration, and coaching loops.
Govern the knowledge base and troubleshooting content; use case/VOC insights to keep guidance accurate, searchable, and usable.
Partner on workforce management (forecasting, staffing, schedules) to balance service levels, cost, and advisor experience across channels and tiers.
Run the VIP/EPP and executive escalation system with clear criteria, playbooks, ownership, and response standards.
Coordinate with Warranty/Product Quality and suppliers/installer networks to improve handoffs, streamline RMA flows, SLAs, and reduce NTF/rework.
Lead and develop people leaders/senior ICs; hire, coach, and build a customer-first culture with strong accountability and psychological safety.
Serve as the operational interface across Delivery, Operations/Analytics, Product, Quality/Warranty, call-center partners, CX Transformation and enabling functions to remove roadblocks and drive decisions.
Partner with CRM and AI/Automation teams to deploy self-serve and agent-assist capabilities; ensure new tools are integrated, trained, documented, and measured.
Support hybrid work with periodic travel and planned on-call/weekend coverage for critical escalations.
Stabilize and standardize operations by strengthening KPI definitions and reporting, tightening intake, routing, and escalation rules, reducing aged cases and repeat contacts, and reinforcing SOPs, QA calibration, and knowledge governance.
Prepare support operations for the future product portfolio, including new offers, supplier and installer expansion, modular playbooks, tiered support, onboarding readiness, and launch preparedness.
Expand digital and AI enablement through targeted self-serve, agent-assist, and knowledge-search improvements supported by strong change management and performance measurement.
Support cross-functional execution through installer/supplier governance (SLAs, handoffs, shared-case accountability) and quality/warranty efficiency (triage, NTF/rework reduction, faster RMA cycle time).