Manager Customer Experience

General Motors•Warren, MI

2d•Hybrid

About The Position

General Motors Connected Operations team is seeking a Manager Customer Experience to lead a high impact team focused on delivering simple connected experiences and measurable outcomes for our customers. The Role: The Manager Customer Experience leads a team that designs, monitors, and continuously improves the end-to-end Get Help and Advisor Support experience for GMs Connected Vehicle Customers and Advisors. You will use data and analytics to identify top customer problems, drive structural fixes with Product and Engineering partners and engineer tools, systems and containments for complex customer problems. Your goal is to ensure our contact center operations deliver on commitments for a Best in Class experience across customer satisfaction, first contact resolution and speed to resolution.

Requirements

Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments.
Working understanding of connected vehicle ecosystems (mobile apps, Wi‑Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains.
Significant experience in customer experience contact center operations or digital support for complex technical products
Proven people leadership experience with responsibility for leaders and individual contributors
Demonstrated track record using data and analytics to identify issues tell a compelling story, drive cross functional decisions and implement solutions to complex problems
Usage of problem solving frameworks such as Six Sigma, Agile, Total Quality Management, Kaizen or similar frameworks
Experience working with or around CRM contact center platforms and digital engagement solutions such as case management telephony messaging knowledge and self service
Strong communication skills including the ability to simplify complex topics and present clearly to senior leadership
Ability to operate in a fast paced environment manage multiple priorities and lead through change
Knowledge and experience with Database management system software and Visualization Tools
Knowledge and Experience with AI Support Tools within CRM applications
Knowledge and Experience with AI Tool Development: VS Code and AI/Agentic Agents
Experience in connected vehicle telematics telecom or subscription based digital services
Experience with data in cloud and Microsoft Azure
Background working with or influencing product software and data engineering teams
Familiarity with Salesforce OneCRM/CX One or similar modern contact center and CRM ecosystems
Experience leading global or multi region operations and vendor partner relationships

Nice To Haves

Database management system software and Visualization Tools: Apache Hadoop; Oracle PL/SQL; Teradata Database, Apache Cassandra, Apache Hive, NoSQL, Azure, PowerBI and Oracle Business Intelligence Enterprise Edition
AI Support Tools within CRM applications: Next Best Action, Call Summarization, and Agent Assist
Bachelor’s degree in Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.
10+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment.

Responsibilities

Lead a team of Customer Experience (CX) leader’s analysts and assistants supporting connected vehicle Get Help and escalation operations across Level 1 (Contact Center Supplier Partners), Level 2 (Contact Center Partners) and Level 3 (Contract and GM) support teams
Own performance scorecards for key CX metrics including: CSAT, NPS, First Contact Resolution, Days to Close, Transfer Rate, Dwell Time and structural cost
Use connected vehicle and interaction data to detect emerging customer issues translate them into clear stories and drive enterprise action with Product, Engineering, Quality and Field teams
Partner with Engineering, Product, OneCRM, CX One and Contact Center teams to prioritize and land tooling and workflow improvements that simplify the advisor experience and shift volume into digital and self-service channels
Engineer and design solutions and create tools, systems and containments for complex customer problems ensuring our customers have a best in class experience
Create process for new vehicle features and digital experiences including playbooks training measures of success and post launch reviews
Establish and maintain regular business updates using clear visual narratives grounded in data such as Business and Product, Customer Pain Point, Weekly Contact Center and Contact Center Change Management Reviews
Champion process excellence across L1, L2, and L3 support including case management standards knowledge usage handoff quality and no customer left behind practices
Build strong partnerships with global regions and contact center suppliers to ensure global common playbooks and consistent experiences where it makes sense
Manage headcount budget and structural cost within targets while improving productivity and advisor effectiveness
Lead culture safety and engagement initiatives for the team ensuring alignment with GM behaviors and Workplace of Choice goals