Cadillac Assistant Experience Lead

General Motor
April 15, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

The Cadillac Assistant Experience Lead (AEL) is responsible for guiding the effectiveness of the Executive Concierge Advisors and providing support for the Cadillac Customer Care Center Leader. The AEL must be successful in building relationships within the team, managing expectations, and creating reports pulled from call center analytics to present up to executive management.

The AEL is also responsible for working with Cadillac training team to create the Executive Resolution Team curriculum and advisor instruction. The AEL will provide classroom and/or virtual training for New Hires as well as update current team members when new products or processes are implemented and when deficiencies are identified. The AEL will report these findings back to the Care Center Leader and help develop new curriculums based upon learnings.

This is a challenging role, the AEL will be expected to manage priorities, achieve exceptional results, strive for continuous improvement, and always provide exceptional Tier-1 white-glove service to all internal and external luxury customers.

Responsibilities include:

  • Create and promote a team culture that puts the luxury customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
  • Support the Cadillac Customer Care Center Leader by creating recurring and on-demand performance reports for executive Customer Care Center metrics evaluation.
  • Supervise assigned group of several contract advisors, providing all necessary supervisory and support functions for the team.
  • Work with the Cadillac training team to develop, initiate, and own all Customer Care Center training from curriculum creation to classroom execution.
  • Monitor current training for continuous improvement, gather feedback and iterate as needed to improve.
  • Collaborate with CX instructional design leads for feedback and modification as needed.
  • Identify opportunities to increase immediate New Hire productivity through training and Academy Bay periods by conducting regular case audits and 1:1 coaching.
  • Drive consistency across the team by regularly reviewing processes and workflows to identify team training opportunities or improved efficiencies.
  • Identify trends or emerging issues by reviewing quality evaluations and survey results (c-SAT). Collaborate with Team Leads to coach advisors.
  • Work with Experience and Engagement Leads to document and train on new business initiatives.
  • Manage and track Executive Team members annual training requirements as well in ensuring completion of new CX training initiatives.
  • Conduct weekly review of Executive Team's aging cases to identify roadblocks or barriers as to case closure rate.
  • Administer weekly advisor call listening sessions in collaboration with other team leadership to monitor for quality, process adherence, and overall call handling by the advisors.
  • Provide proactive support and direction to Advisors working with luxury consumers that request assistance with vehicle or dealer concerns, vehicle locates, and potential sales leads in phone/chat/email channels.
  • Connect with internal or external stakeholders on behalf of team in order to resolve difficult or complex cases and provide timely and thorough white-glove resolution to the customer.
  • Contribute to defining processes that produce best-in-class consumer care experiences and identify opportunities for constant improvement.
  • Work with the Cadillac Customer Care Center Leader to balance and distribute workload across the team based upon critical needs analysis.
  • Help train new staff in areas of expertise as needed.
  • Perform Quality Audits (QA) on assigned advisors and deliver feedback.
  • Manage team productivity to achieve service/customer response targets.
  • Understand and be able to train the team on marketing, UA, and CCT requirements.
  • Be able to create word tracks as needed for emerging situations.
  • Perform administrative duties including timekeeping and other support as needed for contract resources.
  • Participate in any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
  • Complete ad hoc projects within aggressive timelines as delegated by leadership.
  • Analyze team metrics and supporting quality assurance measurements for a team of 6 Executive advisors through Voice of the Customer (VOC) dashboards, case audits, and call listening sessions to ensure optimal customer satisfaction.
  • Create weekly reports on current metrics, trends, advisor performance, team performance, MOM and YOY comparisons; reports may be sent up to Leadership, Senior Leadership and Executives for review.
  • Manage all customer escalations that come into GM's Senior Leadership team on the Closed Loop Tracker and generate a weekly report to display an overview of the status of each case for review by key Senior GM Executives.
  • This results more Senior Leader engagement and identifies trends and/or emerging issues.
  • Track and report the Executive Resolution Team KPI's such service level, c-SAT, and completed activities using Tableau and OBIEE to identify areas of growth and decline.
  • Assist with Executive Team weekly payroll by reporting out on advisor adherence.
  • Create new on-demand reporting and analytics for any new or emerging issues such as LYRIQ launch and support.
  • Must be able to work Monday through Friday but remain flexible on hours depending on the needs on the team and any critical issues or launch support items (Team hours 8am-6pm)
  • Additional Description


  • Bachelor's Degree required
  • 3+ years of experience in customer service-related profession
  • Proficiency in: Microsoft Office, Tableau, Siebel, Advisor Workbench, Clarabridge, Oracle Business Intelligence Software
  • Effective Communicator across all media—verbal, written, social media savvy
  • Ability to inspire and drive employees to elevate performance, deliver successful metrics and adhere to GM's Cultural Behaviors
  • Self-motivated, driven to excel, capable of always providing a luxury experience to customers despite being in a high-stress environment with potentially upset customers.
  • Ability to step in as needed to quickly and efficiently help any team member in need.
  • 5+ years of experience in luxury customer service with proven success in moving the needle
  • Automotive and EV experience a must
  • HYBRID : This position does not require an employee to be on-site full- time to perform most effectively. The employee's role enables them to work at a GM facility or off-site as frequently.. In the USA, this is an employee who lives 100 miles or less from their designated, primary worksite. If you do not live within 100 miles of the Warren, MI, you must be willing to relocate.

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