Customer Experience Manager California
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Job Location:
Westlake Village, CA - USA
Monthly Salary:
$ 159000 - 212500
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Team Overview
GMs Customer Experience Team part of Customer Care and Aftersales (CCA) is deeply committed to delivering a world-class customer experience.We attract more customers by focusing onprocesseswhichfostercommunication throughout the customer service journey todrive retentionandcontribute to the revenue that we generatein CCA.We elevate everycustomersengagement to improve outcomes for our dealers and customers.We remove obstacles and provide support to our field team todrive high-impact process improvementswhich helpbuild trust with ourfield partnersdealersand end customers.
The Role
TheCustomerExperienceManager has acommitmenttodelivering exceptional customerexperiencebyinnovating withdatatopurposelyimprovethecustomerjourney.
This role plays a key part in shaping the long-term customer experience strategy for GMs Customer Care and Aftersales.The Customer Experience Manager ensures that customer-centricityremainsa core driver of operational excellence and brand loyalty.
This rolemanagescriticalcustomer interactions and advocatesfor the customerbydriving change to mitigate future concernsas well asowningcurrentcustomer issues andbridging communicationto support the customer through to resolution.
Customer Experience Responsibilities
Identifyemerging trends align initiatives with businessobjectives and influencecross functional priorities.
Overseea team of5anddriveperformance throughmentoringcoaching and development.
Utilize data and feedbacktodevelop and innovatenew solutionsto createaworld-classcustomer experience.
Utilize problem-solving abilities tooptimizeworkflowandreduce 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 andparticipatein local dealer and field team meetings to help dealersidentifyopportunities and trends to drive process improvement.
Oversee repurchase execution processes.
Involvement in legal or compliance-related customer resolutions.
Required Qualifications:
A passion for great customerexperienceas well as an automotiveindustry 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
Your Skills & Abilities (Required Qualifications)
Bachelors degreeor equivalent experience
People leaderskills
3-5yearsinautomotive field operations or dealership service or parts operations
The selected candidate must live or relocate to within 50 milesofWestlake Village CA.
Compensation:
The salary range for this role is $159000 $ actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
Bonus Potential:An incentive pay program offers payouts based on company performance job level and individual performance.
Benefits:GM offers a variety of health and wellbeing benefit programs. Benefit options include medical dental vision Health Savings Account Flexible Spending Accounts retirement savings plan sickness and accident benefits life insurance paid vacation & holidays tuition assistance programs employee assistance program GM vehicle discounts and more.
About GM
Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.
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 to feel they belong to one General Motors team.
Benefits Overview
From day one were looking out for your well-beingat work and at homeso you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex race color national origin citizenship status religion age disability pregnancy or maternity status sexual orientation gender identity status as a veteran or protected veteran or any other similarly protected status in accordance with federal state and local laws.
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.
Accommodations
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment email us or call us your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Required Experience:
Manager
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
GM is home to Chevrolet, Buick, GMC & Cadillac and has been leading the auto industry for over a century. See how we create a vehicle for every drive.
