[Remote] Customer Experience Manager – GM Energy at General Motors

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Energy, Electric VehiclesIndustries

Requirements

Bachelor's degree in Business (or related field, as description cuts off)
Strategic, data-driven, and customer-obsessed mindset
Calm under pressure
Highly organized with deep attention to detail
Thrives in a fast-paced, matrixed environment
Continuous improvement mindset
Strong data fluency
Ability to translate customer insights into strategic action and implementation

Responsibilities

Define and evolve GM Energy’s customer experience strategy aligned to business goals, supported by a robust measurement system, including KPIs and dashboards to track actionable insights and CX impact across the organization
Implement real-time journey mapping across residential, public, and utility segments, focusing on high-impact areas such as explore, purchase, and onboard
Ensure journey work is actionable, measurable, and integrated into operational processes and roadmaps across GM Energy
Act as a strategic liaison with the Customer Care organization to identify pain points and drive process, training, and documentation improvements
Support the development and refinement of SOPs and workflows to improve efficiency and resolution times, partnering with EV Concierge, One CRM/CRM2 teams, central functional GM teams, and Home Energy Consultants
Serve as an escalation point for the CX journey, packaging up critical customer issues and ensuring cross-functional alignment and timely resolution
Build and manage robust feedback loops, ensuring customer insights are categorized, prioritized, and disseminated across the team to inform product, service, and experience enhancements
Own and manage the coordination of customer touchpoints and journey impacts, identifying risks and pain points from systems, processes, technologies, research, and user stories
Ideate and collaborate to develop project plans and gain buy-in from GM and GM Energy teams to implement and adopt long-term solutions
Strengthen the rigor and structure of customer research and analytics programs, improving survey design, timing, and targeting to increase response rates and data quality
Partner with analytics teams to uncover actionable insights about customer personas, behaviors, and preferences
Influence product development, marketing, and sales strategies through customer insights and collaborate with Product and Quality teams to ensure customer needs are reflected in roadmaps and issue resolution
Identify upsell and cross-sell opportunities through customer data
Foster a culture of customer-centricity, continuous learning, and accountability
Drive alignment to strategic CX roadmaps and OKRs across teams

Skills

Key technologies and capabilities for this role

Customer Experience StrategyJourney MappingVOC AnalyticsKPI DevelopmentDashboardsData AnalysisCustomer InsightsContinuous Improvement

Questions & Answers

Common questions about this position

What is the employment type for this Customer Experience Manager role?

The position is full time.

Is this Customer Experience Manager position remote or office-based?

This information is not specified in the job description.

What key skills are needed for the Customer Experience Manager role at GM Energy?

The role requires being strategic, data-driven, and customer-obsessed, with strong data fluency, a continuous improvement mindset, and the ability to thrive in a fast-paced, matrixed environment while staying calm under pressure and highly organized.

What is the work environment like for this role at GM Energy?

The role involves working in a fast-paced, matrixed environment at GM Energy, a rapidly growing team launched in 2021 focused on EV energy solutions.

What makes a strong candidate for the Customer Experience Manager position?

A strong candidate is strategic, data-driven, customer-obsessed, calm under pressure, highly organized with attention to detail, and excels at translating insights into action in a fast-paced setting.

General Motors

Designs, manufactures, and sells vehicles

About General Motors

General Motors designs, manufactures, and sells vehicles and vehicle parts, catering to individual consumers, businesses, and government entities. The company operates in both traditional internal combustion engine vehicles and the growing electric vehicle (EV) market, generating revenue through vehicle sales and financing services. GM stands out from competitors with its commitment to community service, sustainability, and diversity, as evidenced by a majority female Board of Directors. The company's goal is to balance traditional automotive manufacturing with technological advancements in electric and autonomous vehicles.

Detroit, MichiganHeadquarters

1908Year Founded

$486.7MTotal Funding

IPOCompany Stage

Automotive & Transportation, Financial ServicesIndustries

10,001+Employees

Benefits

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Company Match

401(k) Retirement Plan

Tuition Reimbursement

Student Loan Assistance

Flexible Work Hours

Discount on GM vehicles

Risks

Shutting down Cruise Robotaxi may affect investor confidence in GM's AV strategy.

Chevrolet Equinox EV recall could harm GM's safety reputation.

Leadership transition in design may disrupt continuity and brand identity.

Differentiation

GM's Dynamic Fuel Management system enhances fuel efficiency in traditional vehicles.

GM leads in board diversity with 55% women directors.

GM's pivot to personal autonomous vehicles aligns with consumer trends.

Upsides

Partnership with Nvidia boosts GM's autonomous vehicle technology capabilities.

Collaboration with ChargePoint expands EV charging infrastructure, enhancing consumer appeal.

Bryan Nesbitt's appointment as design head may bring innovation to GM's vehicle design.

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