General Motors

Customer Experience Manager

General Motors • $80K — $95K *
Warren, MI 48089Hybrid
Manufacturing & Automotive
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Proven experience in creating data-centric customer experience strategies.
  • Ability to translate analytics into actionable initiatives for dealers.
  • Passion for enhancing customer experience in the automotive sector.
  • Versatile engagement skills with cross-functional teams and retail dealers.
  • Strong motivational and change management capabilities.

Responsibilities

  • Identify trends and align customer experience initiatives with business objectives.
  • Lead and mentor a team of 5 to enhance performance and development.
  • Leverage data and feedback to innovate solutions for a top-tier customer experience.
  • Solve problems to streamline workflows and minimize customer bottlenecks.
  • Analyze customer and dealer data to drive process improvements and service satisfaction.
  • Manage interactions with Customer Assistance and retail field partners for high-profile cases.
  • Coordinate training on empowerment initiatives and available tools.

Benefits

  • Hybrid work model with flexible location requirements.
  • Opportunity for frequent travel, enhancing industry exposure and relationships.
  • Engagement in a pivotal role that influences long-term customer experience strategy.
  • Professional development through mentoring and coaching opportunities.
Full Job Description

Job Description

The Customer Experience Manager has a commitment to delivering exceptional customer experience by innovating with data to purposely improve the customer journey.

This role plays a key part in shaping the long-term customer experience strategy for GM’s Customer Care and Aftersales. The Customer Experience Manager ensures that customer-centricity remains a core driver of operational excellence and brand loyalty.

This role manages critical customer interactions and advocates for the customer by driving change to mitigate future concerns as well as owning current customer issues and bridging communication to support the customer through to resolution.

What You'll Do

  • Identify emerging trends, align initiatives with business objectives, and influence cross functional priorities.
  • Oversee a team of 5 and drive performance through mentoring, coaching and development.
  • Utilize data and feedback to develop and innovate new solutions to create a world-class customer experience.
  • Utilize problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.
  • Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
  • Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
  • Coordinate empowerment and goodwill initiatives and lead training on the available tools.
  • Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
  • Oversee repurchase execution processes.
  • Involvement in legal or compliance-related customer resolutions.

Your Skills & Abilities (Required Qualifications):

  • Proven experience in developing data-driven customer experience strategies, including translating analytics into actionable plans for the field and dealers.
  • A passion for great customer experience as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body.
  • An ability to motivate, inspire and act as a catalyst for innovation and change management,

What Will Give You a Competitive Edge (Preferred Qualifications)

  • Bachelor’s degree or equivalent experience
  • People leader skills
  • 3-5+ years in automotive field operations or dealership service or parts operations

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). 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}. The selected candidate will be required to travel at least 50% or more on a frequent basis. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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 Manufacturing & Automotive Jobs

  • Director of Sales
    Confidential Company
    Waterloo, IA 50701 (Black Hawk County)
    Yesterday
  • Vice President of Sales
    Confidential Company
    Conway, SC 29526 (Horry County)
    6 days ago
  • General Manager
    $150K — $170K *
    Partners Alliance
    Poca, WV 25159 (Putnam County)
    Reposted 1 week ago
  • Director of Engineering
    $150K — $250K + profit-sharing, excellent benefits, vacation, and much more *
    Buyers Products
    Mentor, OH 44060 (Lake County)
    Reposted 1 week ago
  • Director, Supply Chain
    $110K — $125K *
    New York, NY 10025 (New York County)
    Reposted Today

Find similar Customer Experience Manager jobs:

NationwideWarren, MI