Manager, Customer Support & Data Analytics - Fleet

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 GM’s 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 You’ll 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)

Bachelor’s 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.

Total Rewards | 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. 

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

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 providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

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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