Now Hiring - GENERAL MOTORS - EV Concierge & Marketing Support Business Process Lead in Center Line, MI

Full description of the position

About GM There's never been a more exciting time to work for General Motors. To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won't happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future. Why Work for Us Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities. Job Description This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States. About your Organization: EV Concierge and Marketing Support is a function of Customer Experience organization. It is both a presale and consultative organization and well as post-sales customer assistance for our EV owners. EV Concierge and Marketing Support's primary goal is to provide the outstanding customer experience assisting with purchasing inquiries and well as supporting all aspects of the EV ownership lifecycle. Description of Role: The Business Process Lead for EV Concierge and Marketing Support will be responsible for brand integration while leading to the business unit goals and objectives. Some responsibilities include acting as the liaison between Chevrolet, Buick & GMC and our site teams and partners to ensure that we are in line with the brands Go-To-Market Strategy, EV strategy and support, product launch support, as well as the overall customer experience. This position will allow the freedom to challenge, suggest and implement processes/programs that will improve customer happiness and generate sales as well as the development of an EV customer support strategy and the expansion of a team to support that strategy. Key Responsibilities: Build and maintain brand relationship with the Marketing, Product, Incentive, CRM and EV teams Development of an EV contact center support strategy based on the overall goals of the EV program, Voice of the Customer feedback and Best in Class objectives for the CX Operations team Development and execution of a plan in the next 12 months to grow the EV Concierge team to become a Universal support team assisting with both pre-sale and post-sale ownership support Work with the Supplier Performance team to develop a recommendation and plan to move the EV Concierge team into an existing Contact Center footprint Continue to ensure there are effective strategies and tools in place to allow customers to interact with Marketing Support and EV Concierge in the channel of their choice Develop and implement effective strategies to drive consumers to the brand and dealership websites with the goal of generating increased targeted web traffic and thereby increased lead generation Additional Job Description Qualifications: Preparation of data in order to provide feedback on Customer Experience and Performance to our brand and key cross-functional partners Perform quality reviews utilizing SQS, AQS and IPSOS scores. Track key program and performance metrics Prepare management reports and presentations Keep current on all digital trends and bring new ideas to the business on how to improve digital presence Plan and coordinate necessary training based on product launch training and EV support processes Participate in weekly EV planning sessions and business unit cross-functional meetings Lead cross functional business performance reviews Manage and lead project tasks Manage monthly Budget forecast/actuals EV Concierge Desired Skills: 7-10 years business experience; prior contact center experience/management a plus Field sales experience Strong collaboration skills Demonstrated ability to work with minimal supervision on unstructured assignments Ability to work across a high matrixed organization Project, technical and process management skills Ability to manage multiple priorities and demanding timeframes Strong organizational skills Uses rigorous logic and methods to solve difficult problems with effective solutions Education: Bachelor's degree in Business Management, Marketing or Finance or Equivalent Experience Prefer MBA Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship. COMPENSATION: The median level of salary compensation for this role is $109,283. BONUS POTENTIAL: An incentive pay program offers payouts based on company performance, job level, and individual performance. BENEFITS: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more. LI-Remote GM-Remote 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 The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.AccommodationsGM.com . 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.