Fixed Operations & EV Support Manager

Description

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 Description

Required 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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Diversity Information

General Motors is committed to being a workplace that is not only free of unlawful 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 encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire

Equal Employment Opportunity Statement (U.S.)

General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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