Customer Success and Operations Manager, Customer Care Strategy and Optimization

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Warren, MI office three times per week, at minimum [or other frequency dictated by the business].

The Role

The Manager, Customer Care Strategy & Optimization (Customer Success, Goodwill/Retention, and Proactive Customer Outreach) embodies GM's Behaviors and is driven by a passion for creating effortless, personalized, and industry-defining contact center experiences for Customers, Dealerships, and Field partners. As an empowering leader, this role will spearhead cross-functional enterprise business solutions to deliver seamlessly connected, outstanding Customer, Dealer, and Field interactionsdriving improved sentiment, satisfaction, and loyalty.

What You'll Do (Responsibilities):

• Foster a culture rooted in GM Behaviors and a No Customer Left Behind mindset across the Customer Care, Goodwill/Retention, and Proactive Outreach teams.
• The Manager will build, mentor, and develop a high-performing team of six direct employees, 13 Regional Field Liaisons, and more than 800 supplier partner contact center resources across the U.S. and Canada, while also managing a significant budget to support strategic initiatives and operational excellence.
• Partnering with cross-functional teams across Contact Center Operations, Field, Supply Chain, and Customer Success Solutions, this leader will build strong relationships, communicate a strategic vision, influence change, and drive results.
• The role requires an inspiring leader and fast learner who always puts the customer at the center.
• A progressive track record with a proven ability to lead change, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous and fast-paced environment is a must.

Key Leadership Competencies:

• Customer-First Mindset Leverages insights to strategically assess quality and operational metrics, engaging teams and stakeholders to drive business results. Designs customer experiences that are effortless, personalized, and anticipatory of their needs.
• Strategic Thought Leadership Possesses strong business acumen with the ability to communicate and align broader strategic vision across cross-functional teams.
• Team Building & Leadership Proven track record of leading and influencing at all levels, fostering collaboration across organizational boundaries. Skilled in creating clarity from ambiguity, driving change, and mentoring high-performing teams through goal-setting, performance measurement, and constructive feedback.
• Outcome-Oriented Defines clear goals and works collaboratively to achieve them. Adept at managing multiple programs simultaneously, ensuring accountability for business performance while navigating a fast-paced, evolving environment.
• Business Acumen Demonstrates strategic agility, P&L expertise, and sound decision-making. Formulates strong points of view while adapting strategies to shifting business landscapes.
• Analytical Excellence Synthesizes complex information and applies intuition and experience to complement data-driven decisions. Communicates business needs effectively across teams while proactively identifying and resolving challenges.
• Project & Program Management Executes multiple, simultaneous initiatives with precision. Ensures seamless communication of updates, challenges, and milestones across all levels of the organization.
• Contact Center Operations Deep understanding of contact center management, workforce planning and operational processes to optimize performance and customer outcomes.

Additional Job Description

Your Skills & Abilities (Required Qualifications):

• Bachelor's degree in operations management, business administration or related field required, MBA or advanced degree preferred
• 10+ years of experience managing contact center operations, Dealer/Field experience or equivalent experience
• Ability to collaborate with multiple supplier partners
• Passion for understanding and anticipating the unique needs of our Customers, Dealers, Field and Supplier Partners delivering an exceptional experience
• Strong personal skills to support organizational awareness & participation
• Leadership DNA: Able to motivate and inspire the team to accomplish our goals
• Ability to act as a catalyst to drive innovation and transformation
• Ability to achieve stretch goals in a fast-paced environment that is rapidly changing
• Demonstrated ability to manage multiple projects and programs
• Proven performance management skills: setting clear goals and objectives, accountable to daily performance, and providing guidance and direction to staff to improve operational and financial performance
• Strong analytical skills with demonstrated ability to transform data into actionable direction
• Must be able to think and act strategically and tactically
• Financial and business acumen
• Strong communication skills and ability to tailor communication style, frequency and approach for multiple audiences, including working teams, colleagues and senior executives
• Affinity to facilitate problem solving & collaboration
• Experience in establishing effective cross-functional partnerships within and outside of the organization

Relocation: This job may be eligible for relocation benefits.

This position requires the ability to legally operate a motor vehicle on a regular basis

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 EMPLOYEE OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

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