General Motors

Experience Lead - Connected Get Help

General Motors • $100K — $130K *
Warren, MI 48089Hybrid
Consumer Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.
  • 5+ years of experience in customer experience, service design, operations, or product management in a multi-channel environment.
  • Experience designing and implementing advisor processes or customer journeys in contact center or digital support settings.
  • Familiarity with connected vehicle ecosystems like mobile apps, Wi-Fi hotspots, and infotainment systems.
  • Strong skills in synthesizing customer feedback and operational data into actionable insights and requirements.
  • Excellent facilitation and communication skills for leading workshops and influencing diverse stakeholders.
  • Experience collaborating with product and engineering teams to enable customer and advisor capabilities.

Responsibilities

  • Own the end-to-end Get Help experience for the Connected Care Team (CCT).
  • Design advisor workflows, processes, and decision trees for troubleshooting complex connected vehicle issues.
  • Map and refine customer journeys from problem detection to resolution, across various digital platforms.
  • Collaborate with teams to transform customer journeys into tool and content requirements, leveraging AI capabilities.
  • Define and maintain standard processes for connected Get Help, including case types and routing rules.
  • Create and maintain global playbooks for key troubleshooting scenarios like connectivity issues.
  • Identify opportunities for enhancing digital self-help to reduce reliance on advisors.

Benefits

  • Flexible hybrid work environment with a requirement to report to the office multiple times a week.
  • Opportunities for continuous learning and professional development through partnerships with Learning and Development teams.
  • Access to cutting-edge technology and involvement in innovative AI-driven customer service solutions.
Full Job Description
Job Description

The Role

The Experience Lead - Connected Get Help - CCT is responsible for designing and continuously improving the end-to-end advisor and customer help experience for Connected Vehicle issues, with a focus on mobile apps, in-vehicle Wi-Fi, and infotainment (Bluetooth, Apple CarPlay/Android Auto, in-vehicle apps). The role also covers other OnStar Connected Service troubleshooting processes such as Onboarding, Provisioning, Sales and Account Access and Linking.

This role translates customer pain points, operational insights, and business goals into clear advisor processes, customer journeys, and requirements that simplify troubleshooting, reduce time to resolution, and increase digital self-help for Connected Get Help across retail customers. This includes the ideation and design of the future Agentic AI experience for all CCT case types through feature creation and cross functional collaboration.

What You'll Do:

Customer & Advisor Experience Design

  • Own the end-to-end Get Help experience for the CCT line of business.
  • Design advisor workflows, processes, playbooks, and decision trees that guide consistent, high-quality troubleshooting for complex connected vehicle issues
  • Map and continuously refine customer journeys from problem detection through resolution, including digital start points (app, web, IVR/IVA, in-vehicle).
  • Partner with Digital Product, OneCRM, CTI/Voice, and Knowledge Management teams to translate journeys into requirements for tools, content, and automation including IVA, text and Agentic AI capabilities.


Process, Policy, and Playbook Ownership

  • Define and maintain standard advisor processes for connected Get Help, including case types/intents, routing rules, and escalation paths (L1-L2).
  • Create and govern global common playbooks and case handling standards for priority use cases (e.g., "can't connect to Wi-Fi," "app won't connect to vehicle," "Bluetooth/CarPlay/Android Auto not working").
  • Align processes with NCLB (No Customer Left Behind) and experience leader frameworks, ensuring clear ownership, follow-up expectations, and communication standards.
  • Partner with L&D to embed processes into training, job aids, and continuous coaching.


Digital Help & Self-Service

  • Identify opportunities to shift volume from advisors to digital self-help, including in-app help, support site content, IVA/Chat flows, and case portal experiences.
  • Define requirements and prioritize features for digital Get Help solutions (decision trees, guided flows, proactive notifications) for mobile, Wi-Fi, and infotainment issues.
  • Use analytics and VOC to measure digital containment and deflection, and recommend enhancements to improve adoption and resolution rates.


Performance Management & Insights

  • Define and track experience KPIs for Connected Get Help (e.g., CSAT, FCR, dwell time, transfers, repeat contacts, digital containment, case closure within 24 hours).
  • Partner with Connected Ops Analytics and VOC to convert data, call listening, and advisor feedback into prioritized experience improvements.
  • Lead periodic experience reviews and retrospectives on key journeys (e.g., mobile app login issues, slow/failed Wi-Fi, infotainment connectivity), driving cross-functional action plans.


Cross-Functional Leadership

  • Serve as the primary experience owner for Connected Get Help with partners across Product, Software & Services, Digital, Care, OBSC, and regional teams.
  • Facilitate workshops and design sessions to align on problem statements, success metrics, and cross-BU solutions.
  • Represent Connected Get Help in release planning and readiness for OneCRM, CTI/Voice, and digital help changes, ensuring advisor and customer impacts are understood and managed.
  • Coach and mentor experience and operations partners on customer-centric design, storytelling with data, and connected vehicle nuances.


Your Skills & Abilities (Required Qualifications)

  • Bachelor's degree in Business, Engineering, Human-Centered Design, Information Systems, or related field, or equivalent experience.
  • 5+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment.
  • Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments.
  • Working understanding of connected vehicle ecosystems (mobile apps, Wi-Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains.
  • Proven ability to synthesize VOC, analytics, and operational data into clear problem statements, priorities, and experience requirements.
  • Strong facilitation and communication skills; able to lead cross-functional workshops and influence stakeholders at multiple levels.
  • Experience working with or alongside product/engineering teams (e.g., CRM, telephony, digital self-help) to deliver customer-facing and advisor-facing capabilities.


What Will Give You a Competitive Edge (Preferred Qualifications)

  • Experience within GM, OnStar, CX Connected Operations, or contact center operations (e.g., CCT, CTA, MST, OBSC, Care).
  • Background in service design, journey mapping, or design thinking methodologies.
  • Familiarity with OneCRM/Salesforce, CXOne/CTI, IVA/Chatbots, support portals AI Case management, Agentic AI customer support
  • Experience defining and tracking experience KPIs (CSAT, NPS, FCR, AHT, transfers, digital containment, NCLB metrics).
  • Exposure to AI-powered support tools (next best action, call summarization, classification, or agent assist).
  • Demonstrated ability to manage ambiguity, prioritize across competing requests, and deliver results against aggressive timelines.


#LI-JT2

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}.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.

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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.

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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

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