Job Description

The Role

The Command Center Lead plays a critical role in ensuring seamless customer and operational experiences by monitoring and analyzing real-time business performance across multiple customer support channels. This role leverages workforce management tools, operational data, and established playbooks to identify risks, optimize staffing strategies, and support service delivery objectives.

Acting as a central coordination point during operational disruptions, technical incidents, and business-critical events, the Command Center Lead partners closely with internal teams, external service providers, and senior stakeholders to drive issue resolution, maintain business continuity, and communicate operational impacts. The role also supports continuous improvement initiatives by identifying trends, recommending solutions, and enhancing processes that improve efficiency, scalability, and customer outcomes.

The Global Command Center supports customers, dealers, and internal teams across multiple regions 24 hours a day, 365 days a year. This position requires schedule flexibility to support business needs, including evenings weekends, holidays, and participation in an on-call rotation.

What You9ll Do

• Monitor workforce performance and staffing levels to support operational goals and exceptional customer experiences.

• Analyze real-time and daily operational metrics to identify trends, mitigate risks, and recommend actions to improve service and productivity.

• Partner with workforce management teams and external service providers to support staffing strategies, schedule adherence, and real-time operational needs.

• Coordinate incident management activities, supporting issue resolution, stakeholder communications, and escalation processes during operational disruptions.

• Serve as a central point of contact for operational communications, facilitating collaboration across business and technology teams.

• Develop, maintain, and enhance operational processes, procedures, and playbooks to support business continuity and consistent execution.

• Support the implementation of new products, services, technologies, and business initiatives through operational planning and readiness activities.

• Identify opportunities to improve operational frameworks, tools, and workflows to drive efficiency, scalability, and customer outcomes.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Operations Management, Business Administration, or a related field, or equivalent professional experience.

• 5+ years of experience supporting contact center, customer service, workforce management, or customer experience environments.

• 2+ years of experience leading, coaching, and developing a team highly preferred

• Ability to work daytime or evening hours, including weekends and holidays, based on business needs.

• Demonstrated experience using workforce management, customer relationship management, and contact center technology platforms (e.g., NICE IEX, Salesforce, CXone, CCPulse).

• Demonstrated experience leading change management and operational readiness efforts, influencing stakeholders and driving adoption of new processes, technologies, and ways of working.

• Proven experience identifying opportunities to innovate and improve operational frameworks, translating ideas into scalable solutions that enhance productivity and customer experience.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Experience supporting customer experience programs and partnering with external service providers.

• Proficiency using Google Workspace applications.

• Experience leveraging artificial intelligence and automation tools to improve productivity, streamline workflows, and enhance operational efficiency.

• Demonstrated ability to lead and influence cross-functional stakeholders through incident response, operational escalations, and issue resolution.

• Strong analytical and problem-solving skills, with the ability to interpret complex data, identify trends, and develop innovative actionable business recommendations.

• Experience presenting operational insights, risks, and recommendations to senior leaders and key stakeholders.

• Proven ability to build collaborative partnerships across business functions and external partners to achieve operational and staffing objectives.

• Demonstrated success leading process improvement initiatives that enhance operational efficiency, scalability, and customer experience.

• Ability to thrive in a fast-paced environment, manage competing priorities, exercise sound judgment, and drive continuous improvement.

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 onsite. This means the selected candidate is expected to report to a specific location on a full-time basis.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.