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CX Manager – Product Knowledge, Launch, Execution & Distribution
General MotorsCX Manager overseeing product education launches at General Motors. Executing customer education strategies and managing multi-channel distribution in a hybrid environment.
About the role
Key responsibilities & impact- Execute integrated customer education launch plans, align timelines, scope, and deliverables across channels (in‑vehicle, app, web, email/SMS, dealer, print/video).
- Ensure launch/update assets are tagged, cataloged, and traceable in CMS to enable reuse, measurement, and rapid updates; maintain audit trail to OM Gold Source.
- Design/refine launch‑ready workflows that move Gold‑Source content into the right channels; manage multiple concurrent programs and budgets.
- Partner with tooling/operations teams to modernize and integrate content, workflow, and publishing tools for scalable, repeatable execution.
- Support execution‑focused guidance aligning internal strategies; validating delivery mechanisms with Engineering.
- Lead cross‑functional working groups for launch readiness; clarify RACI, SLAs, and escalation paths; resolve conflicts and unblock teams quickly.
- Lead continuous improvement (Lean/OpEx) to simplify workflows, reduce cycle time, improve reuse, and remove waste.
- Set and own key launch/operations metrics (on‑time rate, cycle time to customer‑ready, quality/defect, reuse, CX/NPS impact).
- Pilot AI‑assisted tagging, QA, localization, and publishing automation; define guardrails for responsible use; train team and partners.
- Support global coordination and work‑share agreements; manage vendors/agencies per decision frameworks.
Requirements
What you’ll need- Bachelor’s degree; technical, business, or related discipline preferred (Engineering, Automotive Technology, IS, Data/Analytics, Process Flow) or equivalent experience.
- Experience in product education/content operations; familiarity with GxDP and/or Global Aftersales, Marketing processes and systems.
- Proven multi‑stakeholder launch execution across channels; operationally tuned and action‑oriented; strong program management.
- Hands‑on with modern technologies and keen interest in automation and AI for quality and speed.
- Expert communicator; adapts style; uses persuasion/negotiation to align diverse stakeholders; sets objectives and owns KPIs.
- Demonstrated strategic thought process and change in operating model
- Prior people leadership; performance management and workforce planning.
- Continuous Improvement Methodologies, Lean Six Sigma, Design Thinking, DFSS
- Experience creating launch playbooks or enterprise education distribution functions.
- Experience with GSA, Arbortext, Adobe Acrobat/Illustrator; content performance measurement.
- Global/regional work‑share, vendor/agency management experience.
Benefits
Comp & perks- From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
program managementcontent operationsautomationAILean Six SigmaDesign ThinkingDFSScontent performance measurementlaunch playbooksvendor management
Soft Skills
expert communicatorpersuasionnegotiationstakeholder alignmentstrategic thought processchange managementpeople leadershipperformance managementworkforce planningcontinuous improvement