This role is categorized as hybrid. This means the successful candidate is expected to report to the Cole Engineering Center Podium, three times per week, at a minimum or other frequency dictated by business needs.
Customer Care and Aftersales (CCA) Support provides the aftersales organization with tools, data, and resources to enable the team to drive the business.
The Fixed Ops & EV Support Manager - Customer Care and Aftersales will focus on improving the EV customer experience by working with our Engineering & Prognostics teams, Field force, Customer Experience team, as well as Dealers to proactively improve EV Aftersales support and follow through.
Responsibilities:
Work cross functionally to strategize, communicate, and address current and emerging issues and follow up to ensure resolution.
Responsible for working with the core team to ensure a robust RESS core return process is implemented.
Oversee Prognostics communications and engaging the field team where needed.
Manage and support the strategy around EV Warranty, Customer Pay, and insurance scenarios.
Support special customer & non-customer experience related projects as necessary.
KPIs: NPS, Retention, EV Readiness, EV Training, Fix it Faster.
This job may be eligible for relocation benefits.
Additional Job DescriptionRequired Qualifications:
3+ years of field operations, Dealership Service or Parts Operations.
Proficient automotive technical knowledge and business acumen including service operations and customer experience.
Ability to motivate, inspire and act as catalyst for innovation and change management.
Strong communication skills and ability to tailor communication style, frequency, and approach for multiple audiences, including working teams, colleagues, and senior executives.
Ability to analyze large data sets to depict trends, track KPIs and create actionable reporting for the field team and dealers
Proficient in Microsoft Suite of tools with exceptional Excel skills
Preferred:
Bachelors Degree
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.
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Why Join UsWe 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 OverviewThe 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.
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.
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