Care Operations Lead - GM Energy

Job Description

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

Relocation: This job may be eligible for relocation benefits. 

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

The Role:

The GM Energy Product & Customer Care team serves as the center of expertise and champion of all GM Energy product and customer issues. The Lead | GM Energy Care Ops will lead managing & streamlining existing backend day to day operations and planning for future. This role will work cross-functionally & cross-border, supporting the launch and ongoing management of GM Energy products. Geographic scope is mainly US, with a smaller scope with Canada & Mexico, with potential to consult other global markets. Reporting to the Group Manager | GM Energy Product & Customer Care, this position supports the care backend operations related to charging and energy products & solutions.

What You’ll Do (Responsibilities):

• Working closely with internal and external stakeholders, lead the following cross-functionally:

o   Relationship(s) with external service provider(s)

o   Data, Content & Applications of GM Energy products

o   Key Performance Indicator tracking, e.g: Time/touchpoints to case resolution, Escalation rate, Service Partner Performance (re-visits, visit timeliness, etc.), First contact resolution rate, RMA timeliness & accuracy

• Champion CRM, eCommerce and other automation related initiatives to enable smoother customer care operations and developing new ways to meet customer needs
• Proactively work with suppliers, partners, sales, logistics and management as necessary to ensure workstream deliverables and contract requirements are met
• Manage an operations coordinator resource and collaborates with EV Concierge operational team members
• Enable optimized manual and automated operations to expedite customer issue resolution while fulfilling data needs for other cross-functional teams internally and 3rd party suppliers/ vendors
• Collaborate cross functionally to develop & implement new backend processes, provide feedback, and work with peers and other leaders to ensure continuous improvement of business operations
• Provide regular cadence of clear updates to leadership, to ensure awareness of progress including flagging areas of cost/schedule/technical risks.

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Bachelor’s degree required, preferred in a relevant engineering, supply chain/ ops or science field
• 5+ years of operations management and/or SSM (sales, service, marketing) experience

o   CRM/eComm/Large scale digital transformations or integrations

o   Program management (resource allocation, dependencies, execution)

o   Marketing communications experience (i.e. brand, retail/dealer)

o   Strong knowledge of customer care, aftersales & warranty

o   Training and content development

o   Experience presenting to Senior Leadership

o   Managing teams in the past is a plus

• Strong computer software skills, especially Microsoft Office & Salesforce, including familiarity with PowerBI, and Lucid
• Experience with aftersales, warranty, marketing, or product management
• Proven track record partnering with external and internal stakeholders to deliver mutually beneficial outcomes
• Strong organizational skills with proven track record of efficiently executing complex projects to completion at a high level of quality
• Demonstrated high