Customer Experience Manager

General Motors

Manager Customer Experience leading a team focused on delivering simplified, connected experiences for customers at General Motors. Driving customer support operations excellence through data analysis and process improvements.

Posted 5/12/2026full-timeWarren • Missouri • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Lead a team of Customer Experience (CX) leader’s analysts and assistants supporting connected vehicle Get Help and escalation operations across Level 1 (Contact Center Supplier Partners), Level 2 (Contact Center Partners) and Level 3 (Contract and GM) support teams
Own performance scorecards for key CX metrics including: CSAT, NPS, First Contact Resolution, Days to Close, Transfer Rate, Dwell Time and structural cost
Use connected vehicle and interaction data to detect emerging customer issues, translate them into clear stories and drive enterprise action with Product, Engineering, Quality and Field teams
Partner with Engineering, Product, OneCRM, CX One and Contact Center teams to prioritize and land tooling and workflow improvements that simplify the advisor experience and shift volume into digital and self-service channels
Engineer and design solutions and create tools, systems and containments for complex customer problems ensuring our customers have a best in class experience
Create process for new vehicle features and digital experiences including playbooks, training, measures of success and post launch reviews
Establish and maintain regular business updates using clear visual narratives grounded in data such as Business and Product, Customer Pain Point, Weekly Contact Center and Contact Center Change Management Reviews
Champion process excellence across L1, L2, and L3 support including case management standards, knowledge usage handoff quality and no customer left behind practices
Build strong partnerships with global regions and contact center suppliers to ensure global common playbooks and consistent experiences where it makes sense
Manage headcount budget and structural cost within targets while improving productivity and advisor effectiveness
Lead culture, safety and engagement initiatives for the team ensuring alignment with GM behaviors and Workplace of Choice goals

Requirements

What you’ll need

10+ years of experience in customer experience, service design, operations, or product management in a complex, multi-channel environment
Demonstrated experience designing and implementing advisor processes or customer journeys, ideally in contact center or digital support environments
Working understanding of connected vehicle ecosystems (mobile apps, Wi‑Fi hotspots, OTA/telematics, infotainment systems) or similar connected product domains
Significant experience in customer experience contact center operations or digital support for complex technical products
Proven people leadership experience with responsibility for leaders and individual contributors
Demonstrated track record using data and analytics to identify issues, tell a compelling story, drive cross functional decisions and implement solutions to complex problems
Usage of problem solving frameworks such as Six Sigma, Agile, Total Quality Management, Kaizen or similar frameworks
Experience working with or around CRM contact center platforms and digital engagement solutions such as case management, telephony, messaging, knowledge and self service
Strong communication skills including the ability to simplify complex topics and present clearly to senior leadership
Knowledge and experience with database management system software and visualization tools
Knowledge and experience with AI support tools within CRM applications

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Career development opportunities
Relocation benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experienceservice designoperationsproduct managementadvisor processescustomer journeysconnected vehicle ecosystemsdata analyticsproblem solving frameworksdatabase management

Soft Skills

people leadershipcommunicationstorytellingcross functional collaborationprocess excellencepartnership buildingbudget managementengagement initiativessimplifying complex topicsalignment with organizational goals