Roadside Assistance Experience Lead

Job Description

The Role:
The GCCX Roadside Assistance Experience Lead is responsible for end-to-end performance of the Roadside Assistance experience across contact centers and the service provider network. This role serves as a business performance leader working cross-functionally with internal stakeholders and external supplier partners to develop and execute business plans that maximize the customer experience while also ensuring operational efficiency and financial discipline. The leader will help shape and deploy invehicle mobile and business solutions that elevate the Roadside experience for GM customers.

What Youll Do:

• Supplier performance & relationship management

  • Establish and maintain strong supplier relationships with clear accountability to performance metrics and contractual commitments.

  • Lead regular performance reviews issue resolution and continuous improvement plans with the Roadside supplier and service provider network.

• Policy content and customer handling

  • Serve as lead writer/editor for Roadside-related content including warranty service policies and procedures bulletins and owners information as it relates to Roadside Services.

  • Ensure supplier training and process documentation align to GMs customer experience vision and brand standards.

• Operational execution & network engagement

  • Be an active leader in executing business plans across the contact center network and service provider ecosystem.

  • Execute advisor training and improvements for the Global Operating System (GOS) through the Roadside supplier.

  • Use insights from Customer surveys customer escalations and call listening to identify and implement continuous improvement actions that enhance the customer experience during Roadside events.

• Analytics reporting and spend management

  • Report and analyze operational and experience performance metrics (e.g. volume service levels ETA/ATA CSAT digital adoption goodwill usage) translating data into clear recommendations and actions.

  • Analyze Roadside Assistance spend trends across programs providers and channels (e.g. towing soft services trip interruption goodwill damage reimbursements) to identify cost drivers risks and optimization opportunities.

  • Design and perform audits of roadside claims billing and reimbursements (including goodwill trip interruption CarBravo OnStar Guardian and other programs) to ensure accuracy policy compliance and alignment to SOW and pricing.

  • Partner with Finance Warranty and Analytics teams to resolve discrepancies correct billing and strengthen controls that improve data integrity and cost transparency.

  • Define build and maintain standard reporting and dashboards that provide leadership with clear visibility to performance spend and emerging trends (e.g. using Excel Power BI and supplier portals).

• Change leadership and governance

  • Lead or support cross-functional forums and governance routines (e.g. business performance reviews roadmap reviews supplier governance) to track progress against targets and escalate issues.

  • Influence IT and business partners to prioritize and deliver Roadside-related enhancements (digital invehicle mobile and platform capabilities) that improve experience quality and cost.

Your Skills & Abilities (Required Qualifications):

• Bachelors degree required (Business Analytics Operations or related field strongly preferred)

• Ability to work effectively in a complex highly matrixed team environment.

• Demonstrated ability to lead through influence and work effectively with others in a leadership role.

• Strong organizational skills with the ability to manage and selfprioritize multiple assignments and competing deadlines.

• Proven ability to synthesize large complex data sets into clear insights and critical information for decision-making.

• Ability to make and recognize effective tradeoff decisions that balance customer experience cost and operational feasibility.

• Excellent oral written and presentation communication skills including experience presenting to senior leadership.

• Experience facilitating cross-functional leadership meetings (e.g. business performance reviews governance councils).

• Experience managing thirdparty vendors and/or outsourced contact center operations.

• Ability to travel to various contact centers supplier sites and other business-related locations as needed.

Analytical Financial and Reporting Skills

• Experience analyzing contact center roadside or warranty operations and spend including trend analysis variance analysis and root cause investigation.

• Experience designing and tracking KPIs and scorecards for suppliers and internal teams.

• Comfort working with large data sets from multiple systems (e.g. contact center platforms roadside dispatch warranty/claims financial systems) and reconciling discrepancies.

• Experience performing or supporting audits related to billing claims or transactional data with a focus on control compliance and remediation.

Technical Skills

• Microsoft Excel proficiency required

  • Pivot tables lookup/INDEX-MATCH functions graphs data cleansing and building structured reporting templates and models.

• Microsoft PowerPoint proficiency required

  • Ability to create clear executive-ready storytelling including visuals that connect operational and financial performance to customer impact.

What Can Give You a Competitive Advantage (Preferred Qualifications):

• Power BI (or similar BI tools) preferred

  • Experience building and maintaining interactive dashboards and reports connecting to multiple data sources and publishing for stakeholder use

  • Familiarity with contact center CRM and roadside dispatch platforms is a plus.

• High level of diverse operations experience preferred ideally in contact center roadside assistance warranty or automotive customer experience environments.

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