Group Manager Customer Care & Operations GM Energy

Job Description

The Role:

The Manager GM Energy Customer Care & Operations leads day-to-day GM Energy Care performance (especially CSAT and TTR) with a primary focus on stabilizing and standardizing the customer care operating systemprocesses playbooks training/QA knowledge and partner routinesso performance is reliable and scalable as GM Energy grows.

This hybrid role spans contact center operations customer success and CX governance. Accountability includes core metrics (CSAT NPS TTR AHT transfers case age VIP/EPP experience warranty efficiency) and the operating model required to support near-term operational stability while advancing readiness for the future product portfolio and deploying targeted digital/self-serve and agent-assist improvements that measurably improve resolution and advisor effectiveness. The Manager will also work closely with Customer Transformation and support key initiatives such as customer journey development and managing the governance and feedback loop for Voice of the Customer (VOC).

Mandate: Run GM Energy Care to strong stable customer outcomes while building repeatable processes tooling and partner governance that scale.

What Youll Do:

Run Care Operations & Performance

• Own day-to-day GM Energy Care: intake routing case management escalations and journey support from installation/commissioning through ongoing service.
• Drive core KPIs: CSAT NPS TTR AHT transfer rate case age; identify top drivers and implement countermeasures.
• Operationalize strategic initiatives (future product portfolio readiness ESS managed installer network self-serve/AI) into clear playbooks roles and SLAs.

Build the Operating System (Process Tools Governance)

• Design and maintain an integrated Care operating model: SOPs/workflows KPI definitions dashboards and reporting cadence.
• Establish governance rhythms (CS Ops reviews VOC/top-issues reviews) that convert Care signals into cross-functional actions.
• Ensure data hygiene and metric integrity (single source of truth) and design with clear what must be true assumptions for scale.

Enable Advisors (Training QA Knowledge)

• Own training and quality assurance for advisors: role-based curriculum certification scorecards calibration and coaching loops.
• Govern the knowledge base and troubleshooting content; use case/VOC insights to keep guidance accurate searchable and usable.

Capacity Planning Partners and Escalations

• Partner on workforce management (forecasting staffing schedules) to balance service levels cost and advisor experience across channels and tiers.
• Run the VIP/EPP and executive escalation system with clear criteria playbooks ownership and response standards.
• Coordinate with Warranty/Product Quality and suppliers/installer networks to improve handoffs streamline RMA flows SLAs and reduce NTF/rework.

Lead People & Cross-Functional Outcomes

• Lead and develop people leaders/senior ICs; hire coach and build a customer-first culture with strong accountability and psychological safety.
• Serve as the operational interface across Delivery Operations/Analytics Product Quality/Warranty call-center partners CX Transformation and enabling functions to remove roadblocks and drive decisions.
• Partner with CRM and AI/Automation teams to deploy self-serve and agent-assist capabilities; ensure new tools are integrated trained documented and measured.
• Support hybrid work with periodic travel and planned on-call/weekend coverage for critical escalations.

Future Focus

• Stabilize and standardize operations by strengthening KPI definitions and reporting tightening intake routing and escalation rules reducing aged cases and repeat contacts and reinforcing SOPs QA calibration and knowledge governance.
• Prepare support operations for the future product portfolio including new offers supplier and installer expansion modular playbooks tiered support onboarding readiness and launch preparedness.
• Expand digital and AI enablement through targeted self-serve agent-assist and knowledge-search improvements supported by strong change management and performance measurement.
• Support cross-functional execution through installer/supplier governance (SLAs handoffs shared-case accountability) and quality/warranty efficiency (triage NTF/rework reduction faster RMA cycle time).

Your Skills & Abilities (Required Qualifications)

• 78 years in customer care/contact center operations customer success or related roles with ownership of customer and operational KPIs (e.g. CSAT NPS TTR AHT).
• 4 years leading people leaders and/or mixed teams (FTE/contractors) in a high-volume high-complexity support environment.
• Demonstrated ability to build and run scalable operating systems that connect process technology org design and metrics.
• Strong cross-functional influence across operations product quality finance and legal to drive change without relying on positional authority.
• Able to simplify ambiguity: diagnose issues prioritize and implement repeatable solutions in fast-changing environments.
• Experience with case management/CRM and contact center tooling plus performance reporting (e.g. Salesforce Service Cloud OneCRM/CRM2 telephony/ACD).
• Clear written/verbal communication; can translate data into insights and recommendations for leadership.
• Strong people leadership: coaching performance management and prioritization and building engaged resilient teams.

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

• Background in Automotive/OEM care Energy/utility or high-growth technology/SaaS customer success.
• Experience with BPO/contact center operations and/or managing external suppliers and installer networks.
• Familiarity with warranty/aftersales operations installer/field service ecosystems and CRM/reporting tools (Salesforce/OneCRM/CRM2).
• Exposure to AI automation or self-serve capabilities in a care or CX context (e.g. bots agent assist knowledge search transcript analytics).
• Experience building or refining VIP programs and executive escalation processes in complex organizations.
• Prior work in management consulting operations strategy or systems design with a focus on scaling operating models for next-phase growth.

Leadership Characteristics

The ideal candidate will be:

• A systems thinker who can see end-to-end across the GM Energy customer journey and design operating models that scale.
• A low-ego high-accountability operator who balances urgency with thoughtfulness and stays calm in escalations.
• Data-native comfortable working with dashboards metrics and VOC data to prioritize and measure impact.
• A builder not just a maintainer who enjoys turning complexity into structure and establishing the way we work.
• An inspiring people leader who can keep teams engaged focused and supported in a fast-paced high-stakes environment.
• A strong collaborator and connector across GM Energy Delivery & Operations Product Warranty EVC Legal Finance and external partners.

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position as well as geography of the selected candidate.
The salary range for this role is $111700- $174700 from Pay Transparency Posting Salary Ranges). The 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:
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.

NO RELOCATION

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