Manager, Customer Support & Data Analytics - Fleet

Job Description

The Role

The Manager Customer Support & Data Analytics Fleet will lead a team responsible for designing monitoring and continuously improving the end-to-end customer support experience for GMs Fleet and Commercial connected vehicle customers including large rental and corporate fleet accounts. You will leverage customer case and connected vehicle data to identify recurring issues across fleet applications APIs connected vehicle platforms and telematics services. Working closely with Product and Engineering teams you will drive long-term solutions and develop tools processes and interim solutions to resolve complex customer and fleet management challenges.

Your goal is to ensure Fleet and Commercial support operations deliver a best-in-class customer experience with a focus on customer satisfaction first-contact resolution and speed to resolution while meeting the unique needs of large-scale revenue-critical fleet accounts.

What Youll Do

• Lead a team of customer experience leaders and data analysts responsible for Fleet and Commercial customer support analytics and complex escalations
• Own the customer experience measurement and analytics strategy including performance scorecards trend analysis root-cause identification and insights across customer satisfaction resolution time case volume escalations transfer rates and recurring customer issues
• Leverage connected vehicle customer interaction and case data to identify trends predict emerging issues uncover root causes and translate complex data into actionable insights that influence Product Engineering Quality and Field priorities
• Develop dashboards reporting and analytical frameworks that provide visibility into customer behavior operational performance product issues and opportunities to improve the customer experience
• Lead operating cadences that bring together Operations Product Engineering Sales and leadership to review insights prioritize issues and drive data-informed decisions
• Partner with Product Engineering and Contact Center teams to translate analytical insights into tools workflow improvements and digital self-service solutions
• Serve as an escalation leader for large Fleet and Commercial customers partnering with Sales and Account teams to resolve revenue-sensitive issues and maintain customer confidence
• Design and implement solutions processes and interim measures to address complex Fleet and Commercial customer issues
• Develop support processes for new vehicle features connected services application releases and digital experiences including playbooks training success measures and post-launch analysis
• Deliver regular business and product reviews through data-driven storytelling clearly communicating trends customer pain points root causes risks and recommended actions to senior leadership
• Champion process excellence across customer support operations including case management knowledge management escalation handoffs and resolution quality
• Partner with global teams to support the international expansion and consistency of Fleet and Commercial customer support models
• Manage headcount budget and operating costs while improving productivity and team effectiveness
• Lead team culture safety engagement and development fostering a high-performing and inclusive work environment

Your Skills and Abilities (Required Qualifications)

• Bachelors degree in Data Analytics Business Engineering Information Systems or a related field or equivalent professional experience
• 10 years of experience in analytics service design or operations focused on delivering and improving customer support experiences within a complex multi-unit environment
• 3 years of leadership experience managing a team
• Experience designing and implementing advisor processes and customer journeys ideally within contact center B2B/enterprise account or digital support environments
• Demonstrated ability to leverage data and analytics to identify issues communicate insights influence cross-functional decisions and solve complex problems
• Working knowledge of connected vehicle ecosystems including APIs telematics mobile applications Wi-Fi hotspots over-the-air (OTA) capabilities and infotainment systems or similar connected product domains
• Experience managing escalations for large high-value accounts and partnering with Sales or Account teams on customer-facing communications
• Experience applying structured problem-solving and continuous improvement methodologies such as Six Sigma Agile Total Quality Management Kaizen or similar frameworks

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Knowledge and experience with database management cloud platforms and visualization tools including Apache Hadoop Oracle PL/SQL Teradata Apache Cassandra Apache Hive NoSQL Microsoft Azure Power BI and Oracle Business Intelligence Enterprise Edition
• Strong communication skills with the ability to simplify complex topics and present clearly to senior leadership
• Ability to operate in a fast-paced environment manage multiple priorities and lead through change
• Experience with CRM and contact center ecosystems such as Salesforce including AI-enabled capabilities such as Next Best Action Call Summarization and Agent Assist
• Experience with connected vehicle telematics fleet management telecom subscription-based digital services telematics APIs or B2B commercial vehicle platforms
• Experience partnering with and influencing Product Software and Data Engineering teams
• Experience leading global or multi-region operations and vendor partnerships including support for international market launches

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship entry of GM as the immigration employer of record on a government form and any work authorization requiring a written submission or other immigration support from the company (e.g. H1-B OPT STEM OPT CPT TN J-1 etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week or other frequency dictated by their manager. The selected candidate will be required to travel <25% for this role. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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 believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Benefits Overview

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Non-Discrimination and Equal Employment Opportunities (U.S.)

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All employment decisions are made on a non-discriminatory basis without regard to sex race color national origin citizenship status religion age disability pregnancy or maternity status sexual orientation gender identity status as a veteran or protected veteran or any other similarly protected status in accordance with federal state and local laws.

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 .

Accommodations

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Required Experience:

Manager