Roadside Assistance Experience Lead

Marketing, Sales & Service Roadside Assistance Experience Lead 위치 Warren, Michigan (+) Show all locations (-) Hide all locations 일정 Full time 게시됨 4 23 2026 Job Requisition

JR-202608935

설명

The Role:

The GCCX Roadside Assistance Experience Lead is responsible for end-to-end performance of the Roadside Assistance experience across contact centers and the service provider network. This role serves as a business performance leader, working cross-functionally with internal stakeholders and external supplier partners to develop and execute business plans that maximize the customer experience, while also ensuring operational efficiency and financial discipline. The leader will help shape and deploy in‑vehicle, mobile, and business solutions that elevate the Roadside experience for GM customers.

What You'll Do:

Supplier performance & relationship management Establish and maintain strong supplier relationships with clear accountability to performance metrics and contractual commitments. Lead regular performance reviews, issue resolution, and continuous improvement plans with the Roadside supplier and service provider network. Policy, content, and customer handling Serve as lead writer/editor for Roadside-related content including warranty service policies and procedures, bulletins, and owner's information as it relates to Roadside Services. Ensure supplier training and process documentation align to GM's customer experience vision and brand standards. Operational execution & network engagement Be an active leader in executing business plans across the contact center network and service provider ecosystem. Execute advisor training and improvements for the Global Operating System (GOS) through the Roadside supplier. Use insights from Customer surveys, customer escalations, and call listening to identify and implement continuous improvement actions that enhance the customer experience during Roadside events. Analytics, reporting, and spend management Report and analyze operational and experience performance metrics (e.g., volume, service levels, ETA/ATA, CSAT, digital adoption, goodwill usage), translating data into clear recommendations and actions. Analyze Roadside Assistance spend trends across programs, providers, and channels (e.g., towing, soft services, trip interruption, goodwill, damage reimbursements) to identify cost drivers, risks, and optimization opportunities. Design and perform audits of roadside claims, billing, and reimbursements (including goodwill, trip interruption, CarBravo, OnStar Guardian, and other programs) to ensure accuracy, policy compliance, and alignment to SOW and pricing. Partner with Finance, Warranty, and Analytics teams to resolve discrepancies, correct billing, and strengthen controls that improve data integrity and cost transparency. Define, build, and maintain standard reporting and dashboards that provide leadership with clear visibility to performance, spend, and emerging trends (e.g., using Excel, Power BI, and supplier portals). Change leadership and governance Lead or support cross-functional forums and governance routines (e.g., business performance reviews, roadmap reviews, supplier governance) to track progress against targets and escalate issues. Influence IT and business partners to prioritize and deliver Roadside-related enhancements (digital, in‑vehicle, mobile, and platform capabilities) that improve experience, quality, and cost. Your Skills & Abilities (Required Qualifications): Bachelor's degree required (Business, Analytics, Operations, or related field strongly preferred) Ability to work effectively in a complex, highly matrixed team environment. Demonstrated ability to lead through influence and work effectively with others in a leadership role. Strong organizational skills with the ability to manage and self‑prioritize multiple assignments and competing deadlines. Proven ability to synthesize large, complex data sets into clear insights and critical information for decision-making. Ability to make and recognize effective trade‑off decisions that balance customer experience, cost, and operational feasibility. Excellent oral, written, and presentation communication skills, including experience presenting to senior leadership. Experience facilitating cross-functional leadership meetings (e.g., business performance reviews, governance councils). Experience managing third‑party vendors and/or outsourced contact center operations. Ability to travel to various contact centers, supplier sites, and other business-related locations as needed. Analytical, Financial, and Reporting Skills Experience analyzing contact center, roadside, or warranty operations and spend, including trend analysis, variance analysis, and root cause investigation. Experience designing and tracking KPIs and scorecards for suppliers and internal teams. Comfort working with large data sets from multiple systems (e.g., contact center platforms, roadside dispatch, warranty/claims, financial systems) and reconciling discrepancies. Experience performing or supporting audits related to billing, claims, or transactional data, with a focus on control, compliance, and remediation. Technical Skills Microsoft Excel - proficiency required Pivot tables, lookup/INDEX-MATCH functions, graphs, data cleansing, and building structured reporting templates, and models. Microsoft PowerPoint - proficiency required Ability to create clear, executive-ready storytelling, including visuals that connect operational and financial performance to customer impact. What Can Give You a Competitive Advantage (Preferred Qualifications): Power BI (or similar BI tools) - preferred Experience building and maintaining interactive dashboards and reports, connecting to multiple data sources, and publishing for stakeholder use Familiarity with contact center, CRM, and roadside dispatch platforms is a plus. High level of diverse operations experience preferred , ideally in contact center, roadside assistance, warranty, or automotive customer experience environments. #

LI-JT2 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.) 이 직무는 하이브리드 직무로 분류됩니다. 즉, 선발된 지원자는 특정 근무지로 주 3일 이상(또는 관리자가 지정한 다른 빈도로) 특정 근무지로 출근해야 합니다. 선발된 지원자는 이 직무를 위해 25% 미만의 출장을 다녀야 합니다. 이 직무는 리로케이션 혜택을 받을 수 없습니다. 모든 리로케이션 관련 비용은 최종선정 된 지원자가 부담해야 합니다. 다양성 정보 General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다. 자세한 정보는 GM 채용 과정 안내 를 참고하십시오. 공평한 취업 기회 선언 (미국) General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다. 자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 숙소 (미국 및 캐나다) General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.

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