Enterprise Care Contact Center Transformation Leader

Job Description

Work Arrangement

This role is categorized as hybrid. This means the successful candidate is expected to report to Warren, MI three times per week , (Tuesday, Wednesday, and Thursday) at minimum. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate

The Role

The ideal candidate embodies GM’s Behaviors and the skills to create effortless, personalized, industry defining contact center experiences for our customers and front-line employees. This leader will support the strategy for the future of Enterprise Care (customer and dealer) and spearhead the implementation of the CRM Platform in the contact center, with specific focus on Customer and Dealer Care. This new platform will create an innovative and integrated digital first experience complimented by deliberately human interactions that are proactive, personalized and easy. The Leader will collaborate and coordinate with multiple cross-functional teams including workforce, training, DSX, IT, contact center solutions, and our contact center supplier partners, ensuring optimization of the platform’s functionality and creating new and innovative experiences for our customers. This role will be responsible for conceptualizing and driving go-forward strategy for the future of care, in addition to developing and successfully executing plans, timelines, deliverables and effectively communicating status, decisions needed, changes, roadblocks to multiple stakeholders, including senior leadership ensuring commitments remain on track.

What You’ll Do:

Support Execution of Software Enabled Services Contact Center connected platform transformation, understanding impacts regarding process re-engineering, training, workforce, budget etc.Strategize future state of Enterprise Care Contact Center post implementation of the CRM Platform, with specific focus on Customer and Dealer CareSupport and drive forward-looking strategy and effectively communicate with leadership and cross-functional stakeholders to keep them informed of relevant status, activities and decisionsCoordinate activities, assignments, and deliverables with multiple stakeholders. Develop project plans and timelines to track progress, roadblocks and overall statusDevelopment of leadership presentations for strategic reviews and forumsUtilize strong analytical skills to transform data into actionable information to drive prioritizationAssist with the coordination and flow of new ideas and programs throughout the SES EnterpriseComplete tasks and propose solutions to ambiguous requests when minimum instruction is provided

Additional Job Description

Your Skills & Abilities (Required Qualifications):

3+ years’ experience contact center operations or equivalent experiencePassion for understanding the customer needs and delivering an exceptional customer experienceEffective leadership style, compatible with the team culture: collaborative, flexible and results-orientedAbility to act as a catalyst for innovation and challenge legacy mindsetProven strategic experience and/or project managementUses data to inform strategy and uncover areas of opportunity to enhance the customer experienceHigh level of interpersonal skills to work effectively with othersMust be energetic, hardworking, enthusiastic; willing to offer opinions and judgmentsExperience in establishing effective partnerships within and outside of the organizationDemonstrated ability to manage multiple projects / programsAffinity to facilitate problem solving and collaborationAbility to organize and plan effectively, in ambiguous and continually changing environmentMust plan and be able to anticipate risks associated with projects/tasks and have a plan to handle if encountered in highly visible live environmentsFinancial and business acumenBachelor’s degree in Business Management, Management Information Systems or equivalent experience.

Critical capabilities include the ability to build strong relationships, communicate strategic vision, influence change and drive for results. This position requires someone who is an inspiring leader, fast learner and always thinks customer first. A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must. The candidate will have to gather data and assist in creating content/presentations on program roll out status.

Key Leadership Competencies

Customer-First Mindset: leverage insights and engage team and key stakeholders to strategically evaluate quality and operating metrics, exchange ideas and develop strong teams while delivering on goals and objectives that drive business results.Strategic Thought Leadership: possess business and strategic acumen with ability to communicate broader business vision to cross-functional teams.Team Building and Leadership: ability to lead / influence at all levels; strong partnership skills with a history of collaborating across organizational boundaries, working with and influencing others, and creating clarity from confusion; high-level of interpersonal skills coupled with the ability to work effectively with a diverse team and drive change. Outcome-Oriented: articulates desired outcome(s) and works collaboratively to create a path to achieve it; demonstrated ability to manage multiple projects/programs.Business Acumen – Strong strategic acumen, agile decision-making, ability to formulate a strong point of view and adjust plans strategically in a changing environment.Analytical – synthesized complex or diverse information; uses intuition and experience to complement data; ability to effectively communicate and translate business needs both internally and to cross-functional teams; proactively identifies and resolves problems in a timely manner.Project/Program management – demonstrated ability to participate in multiple/simultaneous launches of new programs/projects with excellence and effectively communicate status/changes/roadblocks to multiple levels within the organization.

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.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:

Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents; Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family; Company and matching contributions to 401K savings plan to help you save for retirement; Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; Tuition assistance and student loan refinancing; Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.