[Remote] Customer Resource Manager at General Motors

Pennsylvania, 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

AutomotiveIndustries

Requirements

Bachelor’s degree or equivalent experience
3-5 years of experience in automotive sales, marketing, or a related field
Strong interpersonal skills and ability to work with others within and outside the organization
Strong planning, time management, organizational, and computer skills
Valid driver’s license required
Ability to travel up to 25%
Ability to legally operate a motor vehicle on a regular basis
Must live within a 50-mile radius of Philadelphia, PA or relocate to assigned territory (Southeast Region)
No need for GM immigration-related sponsorship

Responsibilities

Develop and innovate new solutions to create a world class customer experience
Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome
Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for customers to improve outcomes
Analyze customer and dealer data to support process improvements for dealers to ensure customers are satisfied with vehicle service visit time and first-time fixes
Manage interactions with the Customer Assistance Center and retail field partners, including end-to-end execution for high-profile referrals
Coordinate empowerment and goodwill initiatives and lead training on available tools
Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends for process improvement
Act as the Regional Liaison with outside agencies (e.g., BBB, state agencies, Lemon Law, small claims, arbitration), including attending hearings or depositions if needed
Cover recurring territory visits to dealerships in the Southeast Region

Skills

Customer Experience Management

Issue Resolution

Customer Advocacy

Dealer Relations

Process Improvement

Lemon Law

Dispute Resolution

Customer Engagement

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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