Roadside Assistance Experience Lead

General Motors•Warren, MI

1d•Hybrid

About The Position

The GCCX Roadside Assistance Experience Lead is responsible for end-to-end performance of the Roadside Assistance experience across contact centers and the service provider network. This role serves as a business performance leader, working cross-functionally with internal stakeholders and external supplier partners to develop and execute business plans that maximize the customer experience, while also ensuring operational efficiency and financial discipline. The leader will help shape and deploy in-vehicle, mobile, and business solutions that elevate the Roadside experience for GM customers.

Requirements

Bachelor’s degree required (Business, Analytics, Operations, or related field strongly preferred)
Ability to work effectively in a complex, highly matrixed team environment.
Demonstrated ability to lead through influence and work effectively with others in a leadership role.
Strong organizational skills with the ability to manage and self-prioritize multiple assignments and competing deadlines.
Proven ability to synthesize large, complex data sets into clear insights and critical information for decision-making.
Ability to make and recognize effective trade-off decisions that balance customer experience, cost, and operational feasibility.
Excellent oral, written, and presentation communication skills, including experience presenting to senior leadership.
Experience facilitating cross-functional leadership meetings (e.g., business performance reviews, governance councils).
Experience managing third-party vendors and/or outsourced contact center operations.
Ability to travel to various contact centers, supplier sites, and other business-related locations as needed.
Experience analyzing contact center, roadside, or warranty operations and spend, including trend analysis, variance analysis, and root cause investigation.
Experience designing and tracking KPIs and scorecards for suppliers and internal teams.
Comfort working with large data sets from multiple systems (e.g., contact center platforms, roadside dispatch, warranty/claims, financial systems) and reconciling discrepancies.
Experience performing or supporting audits related to billing, claims, or transactional data, with a focus on control, compliance, and remediation.
Microsoft Excel – proficiency required (Pivot tables, lookup/INDEX-MATCH functions, graphs, data cleansing, and building structured reporting templates, and models).
Microsoft PowerPoint – proficiency required (Ability to create clear, executive-ready storytelling, including visuals that connect operational and financial performance to customer impact).

Nice To Haves

Power BI (or similar BI tools) – preferred (Experience building and maintaining interactive dashboards and reports, connecting to multiple data sources, and publishing for stakeholder use)
Familiarity with contact center, CRM, and roadside dispatch platforms is a plus.
High level of diverse operations experience preferred, ideally in contact center, roadside assistance, warranty, or automotive customer experience environments.

Responsibilities

Establish and maintain strong supplier relationships with clear accountability to performance metrics and contractual commitments.
Lead regular performance reviews, issue resolution, and continuous improvement plans with the Roadside supplier and service provider network.
Serve as lead writer/editor for Roadside-related content including warranty service policies and procedures, bulletins, and owner’s information as it relates to Roadside Services.
Ensure supplier training and process documentation align to GM’s customer experience vision and brand standards.
Be an active leader in executing business plans across the contact center network and service provider ecosystem.
Execute advisor training and improvements for the Global Operating System (GOS) through the Roadside supplier.
Use insights from Customer surveys, customer escalations, and call listening to identify and implement continuous improvement actions that enhance the customer experience during Roadside events.
Report and analyze operational and experience performance metrics (e.g., volume, service levels, ETA/ATA, CSAT, digital adoption, goodwill usage), translating data into clear recommendations and actions.
Analyze Roadside Assistance spend trends across programs, providers, and channels (e.g., towing, soft services, trip interruption, goodwill, damage reimbursements) to identify cost drivers, risks, and optimization opportunities.
Design and perform audits of roadside claims, billing, and reimbursements (including goodwill, trip interruption, CarBravo, OnStar Guardian, and other programs) to ensure accuracy, policy compliance, and alignment to SOW and pricing.
Partner with Finance, Warranty, and Analytics teams to resolve discrepancies, correct billing, and strengthen controls that improve data integrity and cost transparency.
Define, build, and maintain standard reporting and dashboards that provide leadership with clear visibility to performance, spend, and emerging trends (e.g., using Excel, Power BI, and supplier portals).
Lead or support cross-functional forums and governance routines (e.g., business performance reviews, roadmap reviews, supplier governance) to track progress against targets and escalate issues.
Influence IT and business partners to prioritize and deliver Roadside-related enhancements (digital, in-vehicle, mobile, and platform capabilities) that improve experience, quality, and cost.