General Motors

Customer Engagement Agency Operations Lead

General Motors • $100K — $120K *
Warren, MI 48089Hybrid
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 6+ years in CRM, lifecycle marketing, or project management.
  • Bachelor's degree required.
  • Flexibility to learn quickly and adapt to changes.
  • Knowledge of CRM principles and capabilities.
  • Experience in designing and improving cross-functional business processes.
  • Strong program management skills with emphasis on prioritization and risk management.
  • Ability to distill ambiguity into actionable workflows.

Responsibilities

  • Partner with agency leads to define and improve ways of working.
  • Manage operating rhythm for key agency relationships.
  • Coordinate agency planning and accountability discussions.
  • Map and enhance customer engagement workflows.
  • Own the creation of practical standards for process documentation.
  • Lead process reviews to identify roadblocks and enhance accountability.
  • Design and implement CRM governance and intake practices.

Benefits

  • Flexible hybrid work model with in-office requirements.
  • Eligibility for relocation benefits if moving for the role.
Full Job Description

Job Description

The Customer Engagement Agency Operations Lead helps GM turn customer engagement strategy into coordinated, high-quality execution.

This role leads the operating model that connects GM Customer Engagement, Foundational Experiences & Integration, Channel Strategy, Channel Operations, brand teams, and external agency partners so the right work is prioritized, the right teams are engaged, and initiatives move from idea to activation with clarity and momentum.

You will shape intake and prioritization, clarify roles and handoffs, improve workflow visibility, and establish practical governance routines that help teams make faster decisions, manage risk, and deliver consistently across channels.

As a key connector across business, technology, operations, analytics, creative, and agency stakeholders, you will build trusted working relationships, surface dependencies and roadblocks early, and translate ambiguity into actionable plans.

What You’ll Do:

  • Partner with agency leads and internal owners to define and evolve ways of working, including role alignment, decision rights, handoffs, service boundaries, escalation paths, and success measures.
  • Manage the operating rhythm for key agency relationships, including planning sessions, status and risk reviews, prioritization forums, retrospectives, and periodic business reviews.
  • Coordinate agency planning, scopes of work, resource and capacity discussions, deliverables, dependencies, and documentation to support partnership performance and accountability.
  • Map and continuously improve end-to-end customer engagement workflows from intake and briefing through prioritization, approvals, production, quality assurance, launch, reporting, and retrospective.
  • Own practical standards for SOPs, workflow documentation, process maps, one-pagers, training decks, meeting charters, and other enablement materials; establish repeatable methods for governing process knowledge.
  • Lead process deep dives, recurring effectiveness reviews, and end-to-end process improvement initiatives that identify roadblocks and improve accountability, decision speed, adoption, and operational consistency.
  • Design and implement CRM governance and intake practices, incorporate new capabilities and channels into workflow standards, define cross-agency creative-audit workflows, and support training, communications, and stakeholder enablement.

Your Skills & Abilities (Required Qualifications):

  • 6+ years of experience in CRM, lifecycle marketing, marketing operations, program or project management, customer engagement, or a related field.
  • Bachelors degree required.
  • Demonstrated flexibility and curiosity to take on new challenges, learn quickly, and adapt to evolving priorities.
  • Working knowledge of CRM principles and capabilities, with the ability to identify opportunities to improve strategy, adoption, and ongoing advancement.
  • Proven experience designing, documenting, and improving complex, cross-functional business processes.
  • Strong program management skills, including prioritization, dependency management, status tracking, risk identification, and follow-through.
  • Ability to translate ambiguity into clear workflows, ownership models, governance practices, and actionable next steps.
  • Experience working across marketing, creative, technology, operations, analytics, and agency environments.
  • Strong facilitation, stakeholder management, communication, and executive storytelling skills.
  • Ability to create clear and polished process maps, training materials, one-pagers, meeting charters, and leadership updates.
  • Strong attention to detail with the ability to manage numerous concurrent initiatives without losing sight of strategic priorities.
  • Sound judgment in handling governance, access, ownership, contractual boundaries, data dependencies, and process exceptions.

What Will Give You A Competitive Edge (Preferred Qualifications):

  • Experience leading agency operating models, including handoffs, service boundaries, workflow orchestration, and performance routines.
  • Experience implementing or improving enterprise intake, work-management, taxonomy, content-governance, or digital-asset processes.
  • Experience supporting organizational change through training, communications, rollout planning, and adoption measurement.
  • Experience working in a large, matrixed organization with multiple brands, channels, agencies, and technology ecosystems.

#LI-MO1

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job may be eligible for relocation benefits.

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who drive success at General Motors.

Job Alert Emails

Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Motors. Embark on a journey of growth, innovation, and leadership at General Motors. Shape your future in an environment that fosters diversity, learning, and the pursuit of excellence. Join us and redefine the roads of tomorrow.
Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at General Motors

More Business Services Jobs

Find similar Customer Engagement Agency Operations Lead jobs:

NationwideWarren, MI