Description
Hybrid This role is categorized as hybrid. This means the successful candidate is expected to report to the Cole Engineering Center Podium, Warren MI or Westlake Village Regional office, Westlake CA three times per week, at minimum [or other frequency dictated by the business
The selected candidate must live in or relocate to within 50 miles of Warren, MI or Westlake Village, CA .
The Customer Experience Manager is focused on improving the customer experience by taking ownership of customers issues and following problems through to resolution.
Responsibilities:
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- Mentor, develop, and coach talent.
- Responsible for end-to-end execution from executive referrals.
- Develop and innovate new solutions to create a world class customer experience.
- Conduct Regional Training as it relates to Empowerment, Repurchase, Incident Per Thousand RO PT
- Standardize voluntary and mandated repurchase processes.
- Responsible for monthly communication of regional performance by managing Field/Custome Assistance Cases/Dealer interaction.
- Manage regional Customer Service Index exception processes.
- Oversee Reacquired Vehicle Disclosure Center (RVDC) repurchase execution with customers.
- Responsible for managing the proper use of Goodwill Tools.
- Manage and support GM Legal activities - Small claims/GM PMK depositions/MSC's, ADR assessments and arbitrations as well as mandated vehicle inspections.
- Support special customer & non-customer experience related projects as necessary.
- KPIs: NPS, Retention, Goodwill Tool Utilization, Training Delivery, Days To Process Repurchase
This job may be eligible for relocation benefits.
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
- The salary range for this role is ( 116,000, - 181,500). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
- Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
- Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more
Additional Description
Required Qualifications:
- 3 -5 years of field operations, dealership service or parts operations or in combination
- Proficient automotive technical knowledge and business acumen including service operations and customer experience
- Ability to motivate, inspire and act as catalyst for innovation and change management.
- Strong communication skills and ability to tailor communication style, frequency, and approach for multiple audiences, including working teams, colleagues, and senior executives.
- Resolving executive Custmer Assistance Center requests and speaking with customers directly.
- Ability to defuse customer escalations.
- Strong Customer Service skills
- Must be willing to travel up to 50% Domestically
Preferred:
- Bachelor Degree
- People Leader experience
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
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