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General Motors Manager, Retail Innovation - EV/CX in Concord, New Hampshire
This is a remote position, the selected candidate can reside and perform the work from anywhere within the United States.
This is an integral role within Cadillac's Global Dealer Network Development Team that comprises of two areas of primary responsibility:
Lead the global BEV (battery electric vehicle) readiness operations with a focus on world-class customer experience, retail distribution strategy and long-term health of Cadillac Dealer Network.
Lead and manage Cadillac Customer Care Center operations and drive Care Center evolution to provide personalized white glove treatment to Cadillac customers. This role will require ability to resolve high profile cases and interact with senior management.
Deliver world class luxury experience solutions for Cadillac buyers and owners.
Support Cadillac leadership in development and execution of EV strategy for the brand.
Lead the collaboration between Cadillac and central GM organization on EV readiness workstream.
Prepare Cadillac dealer network for future electric products. Identify the gaps to competition and close them. Grow overall EV knowledge within Cadillac HQ team, field team and dealer network.
Support the development and roll out of future margin and rewards program to drive dealer engagement.
Support Cadillac global markets in their EV readiness initiatives.
Develop strategy for Cadillac Customer Care Center to wow customers and predict their current and future needs.
Lead the team of Customer Care advisors, ensure case management quality, and integrate corrective action into continuous process improvements on an ongoing basis.
Deliver on standard contact center KPIs, with focus on advisor attrition and customer/supplier satisfaction.
Lead the collaboration between Cadillac and a variety of business stakeholders including the Marketing, Field Sales, Dealer Relations, CCA, Cadillac Business Resource Managers and Product Development teams to ensure customer’s issue resolution in a timely manner.
Lead the collaboration between Cadillac and Aftersales, Parts, Quality and Engineering organizations to help identify product dissatisfiers that require a CX solution – including support of business case analysis for quality and safety issues.
Additional Job Description
Actions/Reporting items from Cadillac leadership meetings
Dealer and Customer Focus Groups
Dealer Council Subcommittee Group
Team Liaison to:
EV GRO Team
Global Customer Care and Aftersales
Other GM brand teams (Chevrolet, Buick/GMC)
Qualifications / Requirements:
Strong organizational skills
Ability to work well in a team environment
Ability to lead team members
Ability to effectively manage multiple assignments utilizing highly efficient time management skills
Ability to solve complex problems and provide significant expert advice to leadership
Ability to communicate complex and difficult messages articulating key points, identifying needed decisions, and empowering others to action
High level of analytical skills
High level of personal drive/motivation
High level of oral and written communications skills
High level of presentation skills both in the development and delivery of presentation
Proficiency in MS Office products
Bachelor’s degree required
Master’s degree in Business Administration desired
Compensation: The median level of salary compensation for this role is $130,343. An incentive pay program offers payouts based on company performance, job level, and individual performance. GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and 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 at Careers.Accommodations@GM.com . 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 (https://search-careers.gm.com/ourcompany)
How we hire (https://search-careers.gm.com/howwehire)
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.
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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at Careers.Accommodations@GM.com .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.