Customer Success and Operations – Manager, Customer Care Strategy and Optimization

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Warren, MI office three times per week, at minimum [or other frequency dictated by the business].

The Role

The Manager, Customer Care Strategy & Optimization (Customer Success, Goodwill/Retention, and Proactive Customer Outreach) embodies GM’s Behaviors and is driven by a passion for creating effortless, personalized, and industry-defining contact center experiences for Customers, Dealerships, and Field partners. As an empowering leader, this role will spearhead cross-functional enterprise business solutions to deliver seamlessly connected, outstanding Customer, Dealer, and Field interactions—driving improved sentiment, satisfaction, and loyalty.

What You'll Do (Responsibilities):

• Foster a culture rooted in GM Behaviors and a No Customer Left Behind mindset across the Customer Care, Goodwill/Retention, and Proactive Outreach teams.

• The Manager will build, mentor, and develop a high-performing team of six direct employees, 13 Regional Field Liaisons, and more than 800 supplier partner contact center resources across the U.S. and Canada, while also managing a significant budget to support strategic initiatives and operational excellence.

•  Partnering with cross-functional teams across Contact Center Operations, Field, Supply Chain, and Customer Success Solutions, this leader will build strong relationships, communicate a strategic vision, influence change, and drive results.

• The role requires an inspiring leader and fast learner who always puts the customer at the center.  

• A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous and fast-paced environment is a must.

Key Leadership Competencies:

• Customer-First Mindset – Leverages insights to strategically assess quality and operational metrics, engaging teams and stakeholders to drive business results. Designs customer experiences that are effortless, personalized, and anticipatory of their needs.

• Strategic Thought Leadership – Possesses strong business acumen with the ability to communicate and align broader strategic vision across cross-functional teams.

• Team Building & Leadership – Proven track record of leading and influencing at all levels, fostering collaboration across organizational boundaries. Skilled in creating clarity from ambiguity, driving change, and mentoring high-performing teams through goal-setting, performance measurement, and constructive feedback.

• Outcome-Oriented – Defines clear goals and works collaboratively to achieve them. Adept at managing multiple programs simultaneously, ensuring accountability for business performance while navigating a fast-paced, evolving environment.

• Business Acumen – Demonstrates strategic agility, P&L expertise, and sound decision-making. Formulates strong points of view while adapting strategies to shifting business landscapes.

• Analytical Excellence – Synthesizes complex information and applies intuition and experience to complement data-driven decisions. Communicates business needs effectively across teams while proactively identifying and resolving challenges.

• Project & Program Management – Executes multiple, simultaneous initiatives with precision. Ensures seamless communication of updates, challenges, and milestones across all levels of the organization.

• Contact Center Operations – Deep understanding of contact center management, workforce planning and operational processes to optimize performance and customer outcomes.

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Bachelor’s degree in operations management, business administration or related field required, MBA or advanced degree preferred

• 10+ years of experience managing contact center operations, Dealer/Field experience or equivalent experience

• Ability to collaborate with multiple supplier partners

• Passion for understanding and anticipating the unique needs of our Customers, Dealers, Field and Supplier Partners delivering an exceptional experience

• Strong personal skills to support organizational awareness & participation

• “Leadership” DNA:  Able to motivate and inspire the team to accomplish our goals

• Ability to act as a catalyst to drive innovation and transformation

• Ability to achieve stretc