Assistant Manager, Customer Experience and Programs - Buick/GMC

Job Description The Assistant Manager, Customer Experience and Programs for Buick and GMC role is responsible for designing, integrating, and executing customer-centric programs across sales operations for Buick/GMC. This role serves as a cross-functional hub, ensuring that the Buick and GMC customer experience is seamlessly embedded into broader GM initiatives, continuously improved through data and feedback, and consistently executed by the field and dealer networks. You will lead complex, multi-stakeholder projects; represent the voice of the customer in program design; and partner closely with sales operations, logistics, central operations, and external vendors to deliver a premium, differentiated experience for Buick/GMC customers. Major Duties and Responsibilities Customer Experience Integration & Strategy Support Buick and GMC Sales Operations to ensure the end-to-end customer experience is seamlessly integrated into GM-wide programs, initiatives, and policies. Provide strategic and tactical inputs into long-range customer experience planning for Buick/GMC, including experience roadmaps, program prioritization, and key performance indicators. Lead the development of strategies to simplify and harmonize requirements across multiple cross-functional programs to reduce complexity for dealers, field, and customers. Voice of the Customer & Program Design Serve as the primary voice of the customer in program development meetings, ensuring decisions reflect real customer needs, expectations, and pain points. Use customer research, VOC insights, NPS/CSI data, and competitive assessments to shape program requirements and customer-facing features. Lead efforts to drive customer satisfaction across both sales and service, including identifying root causes of dissatisfaction and developing targeted action plans. Cross-Functional Program & Project Management Manage cross-functional projects and coordinate various ad hoc programs across Central Ops, logistics, field teams, marketing, and other GM channels. Plan and facilitate meetings with cross-functional groups (e.g., Central Ops Teams, Executive CAC, other GM channels, vendors) to align on objectives, timelines, and deliverables. Establish clear project plans, milestones, communication routines, and risk/issue logs; drive accountability to ensure on-time, high-quality execution. Brand, Logistics, and Delivery Liaison Act as key liaison for Buick/GMC between brand teams, logistics, and vehicle delivery operations to ensure delivery experience aligns with the premium brand promise. Identify and resolve delivery-related issues impacting customer satisfaction and dealer execution, escalating and problem-solving with appropriate stakeholders. Field & Dealer Enablement Develop, lead, and continuously improve dedicated monthly Buick/GMC field team training calls, ensuring alignment on current and upcoming programs, process changes, and best practices. Provide field and dealer-facing materials, talking points, and guidance to support consistent adoption and execution of customer experience initiatives. Competitive Intelligence Stay current on competitive programs across the industry and adjacent segments, with a specific focus on how competitors' customer experience offerings compare to Buick/GMC. Synthesize competitive insights into clear implications and recommendations for Buick/GMC program design and positioning. Leadership Communication & Storytelling Develop and deliver clear, compelling presentations for leadership reviews (e.g., progress updates, program proposals, business cases, and post‑launch readouts). Translate complex data and cross-functional input into concise narratives and recommendations for senior leaders. Required Qualifications Bachelor's degree in Business, Marketing, Engineering, Operations, or related field. MBA or advanced degree preferred. 5+ years of relevant experience in automotive, mobility, retail, or customer experience-focused roles. Demonstrated experience in program or project management, ideally in a complex, matrixed environment. Preferred Attributes Experience working directly with Buick, GMC, or other GM brands. Background in sales operations, dealer operations, or service operations. Proven track record improving customer satisfaction/loyalty metrics (e.g., NPS, CSI, JD Power, internal CX KPIs). Comfort operating in an environment of continuous change, with ability to pivot priorities as business needs evolve. High learning agility, strong ownership mentality, and a bias for action. Strong understanding of brand positioning and how experience design reinforces Buick/GMC brand promises. Excellent written and verbal communication skills, including the ability to tailor messages for executives, field teams, and dealers. Strong storytelling and presentation skills; comfortable presenting to senior leadership and large groups. Strong data literacy - ability to interpret customer research, VOC data, and operational metrics to drive decisions. Experience working directly with or supporting field organizations and/or dealer networks strongly preferred. Prior exposure to logistics, vehicle delivery, or supply chain interfaces is a plus. #

LI-HM1 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 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 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 General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave.

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. Please note that filling out the form below will not add you to our Talent Community automatically; you will need to use the link above. If you are seeking to apply to a specific role, we encourage you to click "Apply Now" on the job posting of interest.