Lead, GM Energy CX Transformation – Care Operations

Job Description

TheGM Energy Customer Experience (CX) Transformationteam serves as the center of expertise and champion of the endtoend GM Energy customer journey. We connectvoice of the customer operational performance and experience designto deliver consistent frictionless experience across products channels and partners.

TheLead GM Energy CX Transformation Care Operationsis responsible fortransforming and continuously improving GM Energy Care operationsin service of the broader CX vision. This role blendscustomerexperience strategy journey design and datadriven continuous improvementwith deep understanding of Care operations ensuring that processes tools and partners enable effortless support across the GM Energy customer journey.

This rolereports to the Manager Customer Experience Transformation GM Energyand collaborates closely withCustomer Success Operations Care leadership Product Field Operations Marketing and Analytics.

What Youll Do

CX Transformation & Journey Design

• Serve as aCX transformation lead for Care translating the GM Energy CX strategy into specific experience outcomes stories and requirements for Care operations.

• Map and maintainendtoend Carerelated journeys(e.g. activation installation issue resolution warranty billing) to identify pain points breakpoints and moments that matter.

• UseVOC CSAT/NPS survey results complaints and qualitative feedbackto prioritize and design experience improvements across channels and touchpoints.

• Lead or coleadCX design sessions and workshopswith crossfunctional partners (Care CX CS Ops Product Legal Digital Marketing) to define futurestate experiences and supporting policies.

• Contribute to and support the multiyear GM Energy CX roadmap leading Carespecific workstreams from discovery through pilot and scale in partnership with senior leaders.

Care Operations Strategy & Continuous Improvement

• Provideinput and recommendations on strategic directionfor GM Energy Care operations across residential and public charging support channels ensuring alignment with CX principles and customerback outcomes.

• Partner with Care leadership and CS Operations todefine and evolve the Care operating model including roles workflows handoffs and escalation paths.

• Stand up acontinuous improvement pipelinefor Care: intake assess prioritize and deliver enhancements to policies processes and experiences that reduce effort improve CSAT and manage cost to serve.

• Anticipate operational risks and opportunities; recommend mitigations and tradeoffs grounded in customer impact data and scalabilityworking independently with limited guidance.

VOC Measurement & Analytics

• Partner with CX Transformation and Analytics todefine and refine the measurement framework for Care experiences including CSAT NPS customer effort contactlevel metrics and journeylevel KPIs.

• Translate insights fromsurveys call listening telemetry and quality reviewsinto clear problem statements and prioritized actions for Care and crossfunctional teams.

• Coown and influencedashboard requirementsand reporting for Carerelated metrics ensuring they are simple actionable and aligned to GM Energy scorecards.

• Buildbusiness cases and storytellingthat link customer outcomes to operational performance and financial impact.

CRM Tooling & AIEnabled Experiences

• Serve as theprimary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2 including case design workflows routing automations and integrations with Telephony and knowledge toolsgrounded in intended customer and advisor experience.

• Lead theOneCRM/CRM2 roadmap for GM Energy Care maintaining and communicating a clear backlog (epics user stories configuration changes) aligned to CX and operational priorities and representing GM Energy needs in enterprise CRM governance forums.

• Own and manage theCare/CX enhancement backlogacross OneCRM/CRM2 Telephony and knowledge tools working with Product Digital and CS Operations to prioritize and deploy changes that enable better experiences and efficient operations within defined guardrails.

• Driveadvisor adoption data quality and change managementfor OneCRM/CRM2 partnering with Training and Care leaders to ensure processes knowledge and measures are embedded in daytoday operations.

• Partner with AI working teams toevaluate design and deploy AI solutions(e.g. knowledge assistants routing optimization selfservice summarization) that improve customer and advisor experience.

• Ensureoperational and CX readinessfor new digital experiences (apps portals proactive notifications installation journeys) translating experiences into workflows training and measurement requirements.

Governance Change Management & Stakeholder Leadership

• Create and maintaingovernance routines(e.g. CX huddles metric reviews VOC deep dives) that connect Care CX and crossfunctional partners around shared outcomes.

• Leadchange managementfor Carerelated CX initiatives including communications training adoption support and feedback loops with advisors and leaders.

• Act as atrusted partner and thought leaderto Care CS Operations Product and Digital teams; influence decisionmaking with data customer stories and clear recommendations.

• Own or coownpolicy and process documentation(e.g. SharePoint content playbooks workflows) with a continuousimprovement and CXfirst mindset.

Your Skills & Abilities (Required Qualifications)

• Bachelors degreein a relevant field such as business engineering supply chain/operations data/analytics or related discipline.

• 5 years of experiencein operations management and/or Sales Service Marketing (SSM) with at least part of that in acustomer experience customer success or transformationorientedrole.

• Demonstrated experience incustomer journey mapping VOC/CSAT/NPS programs or CX transformationfrom insight through implementation.

• StrongCRM and digital experience(e.g. Salesforce contact center platforms eCommerce or largescale digital transformations and integrations including AIenabled capabilities).

• Provenprogram management skills(roadmapping prioritization resource alignment dependency management risk mitigation and execution to outcomes).

• Experience withaftersales warranty service or care operations with understanding of how policies and processes impact customer experience.

• Stronganalytical and storytelling skills including familiarity with tools such as Microsoft Office Salesforce reporting Power BI and Lucid for turning data and journeys into clear narratives and decisions.

• Experience withAI tools utilization development and/or improvementin a customerfacing context is a plus.

• Demonstrated ability topartner with internal and external stakeholdersto drive mutually beneficial outcomes and manage complex crossfunctional initiatives.

• Excellentfacilitation workshop and communication skillscomfortable presenting to and influencing Senior Leadership on defined workstreams.

• Experience intraining and content development(e.g. playbooks knowledge articles learning materials) preferred.

• Desire to work in acomplex evolving and fastpaced environment bringing an innovation and continuousimprovement mindset.

• Previous experience withenergy storage EV charging or related energy/clean tech productsacross multiple regions is desirable.

• Willingness to travel1520%as necessary to execute responsibilities.

• Aparagon of GMs cultural behaviorswith a strong orientation towardcustomer obsession accountability and collaboration.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Track record ofleading or significantly contributing to CX or operational transformation ideally in a service or care environment.

• Strong knowledge ofcustomer care aftersales and warrantyand how they shape customer perception and loyalty.

• Experience working at the intersection ofoperations digital product and customerfacing teams ideally within a startup or highgrowth environment.

• Interest in developingtechnical proficiency in GM Energy products and ecosystems including charge times/lengths charger types customer requirements and broader benefits of energy solutions beyond charging.

• Demonstrated ability tomotivate and influence without formal authority building coalitions around customer and business outcomes.

NO RELOCATION

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