CX Manager – Product Knowledge Launch, Execution & Distribution

Job Description

Every launch OTA update and recall is a chance to deepen customer confidence and loyalty. This team ensures customerready education reaches owners at the right moment in the right channel in the right formatconsistently accurately and on timeoperating from the single Gold Source (Owners Manualanchored content). How this role connects to the CET Vision: orchestrate the crosschannel delivery that helps GM win the shop onboard effectively and keep customers in the Affinity Loop as Promoters.

The CX Manager Product Knowledge - Launch Execution & Distribution combines Strategic Thinking and Operational Excellence. Drive ontime customerready execution and distribution of product education content across all channels and markets. Ensure OManchored content and related assets are accurate compliant and consistently deployed for every launch OTA recall and key journey touchpoint. Lead with operational rigor and action orientation; be customer obsessed; be handson with AI for tagging/QA/localization; and use clear inhouse vs partner decision frameworks to balance speed quality risk and cost.

KEY RESPONSIBILITIES

• Execute integrated customer education launch plans align timelines scope and deliverables across channels (invehicle app web email/SMS dealer print/video).
• Ensure launch/update assets are tagged cataloged and traceable in CMS to enable reuse measurement and rapid updates; maintain audit trail to OM Gold Source.
• Design/refine launchready workflows that move GoldSource content into the right channels; manage multiple concurrent programs and budgets.
• Partner with tooling/operations teams to modernize and integrate content workflow and publishing tools for scalable repeatable execution.
• Support executionfocused guidance aligning internal strategies; validating delivery mechanisms with Engineering.
• Lead crossfunctional working groups for launch readiness; clarify RACI SLAs and escalation paths; resolve conflicts and unblock teams quickly.
• Lead continuous improvement (Lean/OpEx) to simplify workflows reduce cycle time improve reuse and remove waste.
• Set and own key launch/operations metrics (ontime rate cycle time to customerready quality/defect reuse CX/NPS impact).
• Pilot AIassisted tagging QA localization and publishing automation; define guardrails for responsible use; train team and partners.
• Support global coordination and workshare agreements; manage vendors/agencies per decision frameworks.

SUCCESS CRITERIA

• Integrated launch calendar; stakeholder cadence and dashboards live.
• Team charter with mission/scope/KSIs
• Engaged Team
• NVA work identified and elimination roadmap delivered within 60 days; early cycletime wins realized.
• Ontime launch rate at/above target across assigned programs; cycle time and defect rates improving QoQ.
• AIassisted tagging/QA/localization pilots; documented quality/productivity impact.
• Global coordination model defined; reuse rates increasing; audit trail to OM Gold Source intact.
• Strategy and Roadmap to In The Moment Content per Customer Need.

REQUIREMENTS

• Bachelors degree; technical business or related discipline preferred (Engineering Automotive Technology IS Data/Analytics Process Flow) or equivalent experience.
• Experience in product education/content operations; familiarity with GxDP and/or Global Aftersales Marketing processes and systems.
• Proven multistakeholder launch execution across channels; operationally tuned and actionoriented; strong program management.
• Handson with modern technologies and keen interest in automation and AI for quality and speed.
• Expert communicator; adapts style; uses persuasion/negotiation to align diverse stakeholders; sets objectives and owns KPIs.
• Demonstrated strategic thought process and change in operating model

NICE TO HAVE QUALIFICATIONS

• Prior people leadership; performance management and workforce planning.
• Continuous Improvement Methodologies Lean Six Sigma Design Thinking DFSS
• Experience creating launch playbooks or enterprise education distribution functions.
• Experience with GSA Arbortext Adobe Acrobat/Illustrator; content performance measurement.
• Global/regional workshare vendor/agency management experience.

CULTURE TO CREATE (based on Workplace of Choice)

Build a calmunderpressure deadlinedriven culture that takes pride in getting the right information to the right customer at the right time. Promote GM BehaviorsMove with urgency Be inclusive Lead as one team Own the outcome Speak fearlessly Win with integrity Commit to customers Innovate and embrace change. Workplace of Choice means organized workflows visible removal of blockers psychological safety to raise risks early and recognition for flawless execution.
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