Customer Engagement Agency Operations Lead

Job Description The Customer Engagement Agency Operations Lead helps GM turn customer engagement strategy into coordinated, high-quality execution. This role leads the operating model that connects GM Customer Engagement, Foundational Experiences & Integration, Channel Strategy, Channel Operations, brand teams, and external agency partners so the right work is prioritized, the right teams are engaged, and initiatives move from idea to activation with clarity and momentum. You will shape intake and prioritization, clarify roles and handoffs, improve workflow visibility, and establish practical governance routines that help teams make faster decisions, manage risk, and deliver consistently across channels. As a key connector across business, technology, operations, analytics, creative, and agency stakeholders, you will build trusted working relationships, surface dependencies and roadblocks early, and translate ambiguity into actionable plans. What You’ll Do Partner with agency leads and internal owners to define and evolve ways of working, including role alignment, decision rights, handoffs, service boundaries, escalation paths, and success measures. Manage the operating rhythm for key agency relationships, including planning sessions, status and risk reviews, prioritization forums, retrospectives, and periodic business reviews. Coordinate agency planning, scopes of work, resource and capacity discussions, deliverables, dependencies, and documentation to support partnership performance and accountability. Map and continuously improve end-to-end customer engagement workflows from intake and briefing through prioritization, approvals, production, quality assurance, launch, reporting, and retrospective. Own practical standards for SOPs, workflow documentation, process maps, one-pagers, training decks, meeting charters, and other enablement materials; establish repeatable methods for governing process knowledge. Lead process deep dives, recurring effectiveness reviews, and end-to-end process improvement initiatives that identify roadblocks and improve accountability, decision speed, adoption, and operational consistency. Design and implement CRM governance and intake practices, incorporate new capabilities and channels into workflow standards, define cross-agency creative-audit workflows, and support training, communications, and stakeholder enablement. Your Skills & Abilities (Required Qualifications) 6+ years of experience in CRM, lifecycle marketing, marketing operations, program or project management, customer engagement, or a related field. Bachelors degree required. Demonstrated flexibility and curiosity to take on new challenges, learn quickly, and adapt to evolving priorities. Working knowledge of CRM principles and capabilities, with the ability to identify opportunities to improve strategy, adoption, and ongoing advancement. Proven experience designing, documenting, and improving complex, cross-functional business processes. Strong program management skills, including prioritization, dependency management, status tracking, risk identification, and follow-through. Ability to translate ambiguity into clear workflows, ownership models, governance practices, and actionable next steps. Experience working across marketing, creative, technology, operations, analytics, and agency environments. Strong facilitation, stakeholder management, communication, and executive storytelling skills. Ability to create clear and polished process maps, training materials, one-pagers, meeting charters, and leadership updates. Strong attention to detail with the ability to manage numerous concurrent initiatives without losing sight of strategic priorities. Sound judgment in handling governance, access, ownership, contractual boundaries, data dependencies, and process exceptions. What Will Give You A Competitive Edge (Preferred Qualifications) Experience leading agency operating models, including handoffs, service boundaries, workflow orchestration, and performance routines. Experience implementing or improving enterprise intake, work-management, taxonomy, content-governance, or digital-asset processes. Experience supporting organizational change through training, communications, rollout planning, and adoption measurement. Experience working in a large, matrixed organization with multiple brands, channels, agencies, and technology ecosystems. 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}. This job may be eligible for relocation benefits. 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 From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. 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Learn more about: Our Company Our Culture How we hire Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure‑seekers and imaginative thought leaders to help us transform mobility. Explore our global locations We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com). As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more. #J-18808-Ljbffr General Motors