Assistant Manager, Experience Lead - Customer Care Strategy & Optimization

Job Description

The Role

This role includes leading transformative initiatives that enhance customer experience, streamline operations, and drive measurable business impact. This position is ideal for a strategic thinker with a proven track record of implementing innovative solutions in customer care environments.

What You'll Do (Responsibilities):

• Collaborate and communicate effectively with cross-functional teams and stakeholders, including operations, training, quality, contract management, workforce management, scheduling, forecasting, finance, human resources, procurement, field operations, and project management to ensure alignment and support for Customer Care Strategy & Optimization initiatives.

• Develop, update, and maintain customer care contact center operational processes, communicate changes and expectations to stakeholders, and lead training initiatives to ensure team members are equipped to implement new or updated procedures effectively.

• Lead system transformation initiatives, including the launch and optimization of customer case management systems (e.g., OneCRM and related technologies), simplifying workflows and case types to deliver significant cost savings and improved advisor and customer experiences.

• Conduct financial analysis and lead cost optimization initiatives, including cost/benefit assessments, implementation of system and technology-driven efficiencies, and validation of cost savings realization to achieve organizational targets.

• Lead end-to-end project management for strategic initiatives, including developing scope, charters, schedules, budgets, timelines, and ramp plans to ensure successful delivery of objectives on time and within budget.

• Drive customer experience improvements by developing and executing strategies that consistently meet or exceed Customer Satisfaction (CSAT) goals, leveraging digital enhancements to reduce call volume and improve service quality.

• Manage real-time emergent escalations within a high-volume customer care call center environment, ensuring rapid resolution and minimal impact on customer experience and business operations.

• Provide leadership and guidance to both direct and indirect teams, fostering collaboration, accountability, and alignment across all stakeholders to achieve organizational goals and deliver exceptional customer care outcomes.

• Manage a team of Regional Field Liaisons to enhance field relationships, reduce escalations, and pilot innovative processes such as repurchase handling and multilingual support.

• Drive continuous improvement by analyzing escalated cases, advisor feedback, and process gaps to enhance case handling, training, and content management.

• Partner with suppliers through regular business reviews to monitor performance metrics and align on strategic objectives.

• Partner with Field Operations to align Customer Care strategies, drive performance, and ensure seamless delivery of operational objectives.

Yours Skills & Abilities (Required Qualifications):

• Bachelor’s degree in Business, Automotive Management, or related field

• 3–5 years of experience in automotive operations, supplier/vendor management, or customer service

• Experience managing third-party suppliers and budgets

• Leverage advanced analytics to uncover actionable insights that drive strategic decision-making and business growth.

• Excellent communication, negotiation, and organizational skills

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

• Field Experience supporting Dealerships in North America, partnering to resolve complex Customer cases

• Field experience partnering with Customer or Dealer facing teams (Customer Assistance, Technical Assistance, etc) in the resolution of customer concerns.

• Experience applying continuous improvement tools and methods to reduce waste and/or improve efficiency

• Experience managing projects

• Experience implementing and/or working with Salesforce/OneCRM or other Customer Care Call Center technology platforms

• Experience leading people

• Experience implementing change management initiatives

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GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1,