Assistant Manager, Customer Experience and Programs - Buick/GMC

Job Description

The Assistant Manager, Customer Experience and Programs for Buick and GMC role is responsible for designing, integrating, and executing customer-centric programs across sales operations for Buick/GMC. This role serves as a cross-functional hub, ensuring that the Buick and GMC customer experience is seamlessly embedded into broader GM initiatives, continuously improved through data and feedback, and consistently executed by the field and dealer networks.

You will lead complex, multi-stakeholder projects; represent the voice of the customer in program design; and partner closely with sales operations, logistics, central operations, and external vendors to deliver a premium, differentiated experience for Buick/GMC customers.

Major Duties and Responsibilities

Customer Experience Integration & Strategy

• Support Buick and GMC Sales Operations to ensure the end-to-end customer experience is seamlessly integrated into GM-wide programs, initiatives, and policies.
• Provide strategic and tactical inputs into long-range customer experience planning for Buick/GMC, including experience roadmaps, program prioritization, and key performance indicators.
• Lead the development of strategies to simplify and harmonize requirements across multiple cross-functional programs to reduce complexity for dealers, field, and customers.

Voice of the Customer & Program Design

• Serve as the primary voice of the customer in program development meetings, ensuring decisions reflect real customer needs, expectations, and pain points.
• Use customer research, VOC insights, NPS/CSI data, and competitive assessments to shape program requirements and customer-facing features.
• Lead efforts to drive customer satisfaction across both sales and service, including identifying root causes of dissatisfaction and developing targeted action plans.

Cross-Functional Program & Project Management

• Manage cross-functional projects and coordinate various ad hoc programs across Central Ops, logistics, field teams, marketing, and other GM channels.
• Plan and facilitate meetings with cross-functional groups (e.g., Central Ops Teams, Executive CAC, other GM channels, vendors) to align on objectives, timelines, and deliverables.
• Establish clear project plans, milestones, communication routines, and risk/issue logs; drive accountability to ensure on-time, high-quality execution.

Brand, Logistics, and Delivery Liaison

• Act as key liaison for Buick/GMC between brand teams, logistics, and vehicle delivery operations to ensure delivery experience aligns with the premium brand promise.
• Identify and resolve delivery-related issues impacting customer satisfaction and dealer execution, escalating and problem-solving with appropriate stakeholders.

Field & Dealer Enablement

• Develop, lead, and continuously improve dedicated monthly Buick/GMC field team training calls, ensuring alignment on current and upcoming programs, process changes, and best practices.
• Provide field and dealer-facing materials, talking points, and guidance to support consistent adoption and execution of customer experience initiatives.

Competitive Intelligence

• Stay current on competitive programs across the industry and adjacent segments, with a specific focus on how competitors’ customer experience offerings compare to Buick/GMC.
• Synthesize competitive insights into clear implications and recommendations for Buick/GMC program design and positioning.

Leadership Communication & Storytelling

• Develop and deliver clear, compelling presentations for leadership reviews (e.g., progress updates, program proposals, business cases, and post‑launch readouts).
• Translate complex data and cross-functional input into concise narratives and recommendations for senior leaders.

Required Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, Operations, or related field.
• MBA or advanced degree preferred.
• 5+ years of relevant experience in automotive, mobility, retail, or customer experience–focused roles.
• Demonstrated experience in program or project management, ideally in a complex, matrixed environment.

Preferred Attributes

• Experience working directly with Buick, GMC, or other GM brands.
• Background in sales operations, dealer operations, or service operations.
• Proven track record improving customer satisfaction/loyalty metrics (e.g., NPS, CSI, JD Power, internal CX KPIs).
• Comfort operating in an environment of continuous change, with ability to pivot priorities as busi