Description
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to Warren - GM Global Technical Center three times per week, at minimum or other frequency dictated by the business.
Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
The Role
The Customer Experience Manager role will develop strategic initiatives, lead operations execution, and implement processes/continuous improvement. This role will lead a team of SMEs that manage Quality customer surveys, and processes for Captured Test Fleet (CTF) / On Road Vehicle Testing (ORVT), Global Vehicle Development Process (GxDP) / Program Quality Readiness Review (PQRR), Conformity of Production (CoP) and Import/Export.
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What You'll Do
- Guardian and oversight responsibility for Program Quality Plan process development, enhancement and maintenance, while collaborating with SMEs and cross-functional teams.
- Team oversight on global processes/operations and continuous improvement to J.D. Power evaluations, Quality Tether, GxDP/PQRR, ORVT, CTF, CTF Checklist, CoP and Import/Export.
- Leadership over strategic planning and operations of multiple cross-functional workgroups:
- Conformity of Production (CoP)
- Import/Export Quality - Shipping and Logistics
- Import/Export Quality - Global PQM forum
- Champion Strategy Session meetings on behalf of the Executive Director of Product Development Quality. Identify top priority strategic deliverables for Quality and collaborate with deliverable owners, SMEs, leaders and internal customers to drive action.
- IT portfolio requirements development in collaboration with GM IT and the Quality Systems team.
- Vendor contract management in conjunction with process owners (Ipsos, Roush, JD Power).
- Responsible for management of a significant portion of the Global PDQ budget, including cost reduction initiatives, in close collaboration with PDQ team, leadership and Finance.
- Participate and provide insights to J.D. Power Initial Quality Study (IQS) and Vehicle Dependability Study (VDS) leadership messages.
- Work with Company Vehicle Operations (CVO), process owners and Program Quality Managers (PQMs) to ensure Quality pool vehicle inventories are maintained within target levels.
- Drive VoC (Problems per 100 (PPH), Social Media) data utilization for enhancement of product quality standards and continuous improvement.
- Oversee enhancements, maintenance and utilization of critical launch dashboards: CTF/ORVT/Exposure, Board of Directors /Senior Leadership Team Summary, Compass Program Summary, Brandwatch.
- Oversee Compass Data Governance process to ensure consistent application and execution of quality standards.
- Drive an inclusive team culture with emphasis on GM Values, Behaviors and People Development.
Additional Description
Your Skills and Abilities (Required Qualifications)
- Bachelor's degree in engineering or related field
- 7+ years of Quality, Manufacturing, Engineering or other relevant leadership experience
- Demonstrated strategic process development
- Demonstrated strong organizational and communication skills
- High level of interpersonal skills to work effectively with, motivate and elicit work from others
- High level of analytical ability where problems are very unusual and difficult
- Willing to offer opinions and judgments and constructively challenge leadership
- Must be comfortable working with Senior Leaders and Executives within the organization
What Can Give You a Competitive Advantage (Preferred Qualifications)
- Master's degree
- 10+ years of Quality, Manufacturing, Engineering or other relevant leadership experience
- Plant or PPO experience
- Program experience
- Multiple product launch experiences
- In-depth knowledge and understanding of the GxDP
- Experience in GMS Built-in-Quality (BIQ), GM Quality Launch Process, and GM Quality Systems
- Experience working globally
- Six sigma or Lean six sigma certification; ASQ certifications
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.
About GM
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Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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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 for all employees. 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
Non-Discrimination and Equal Employment Opportunities (U.S.)
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