Customer Resource Manager Legal

Description

Hybrid: This job posting 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 as needed or desired. This position requires an employee to be on-site weekly and required to travel locally 25% of the time.

The selected candidate will assume regional responsibility and relocate within 50 miles of the Western Regional Office in Westlake Village, CA .

CCA's Service Operations is the organization responsible for supporting GM's global dealer network with tools and equipment, technician training and warranty administration. This role is responsible for ensuring continuous improvement, effective delivery, customer retention and profitability in service operations.

The Customer Resource Manager Legal (CRML) is responsible for coordinating and facilitating the communication and details for cases involving the Better Business Bureau, applicable state Lemon Laws, small claims/not in suit matters (NISMs), Mandatory Settlement Conferences (MSC) and any other Arbitration Dispute Resolution (ADR) matters. The areas supported are Business Resource Center (BRC), Repurchases and Exchanges (RVDC), Goodwill, Empowerment, Policy Expense, and CSI.

In this position, the CRML reports to the Regional Customer Experience Manager and regularly serves as General Motors' Person Most Knowledgeable (PMK) Warranty and subject vehicle matter expert in pending breach of warranty matters in the Western Region, including depositions and BBB hearings.

Responsibilities:

Act as main Regional Liaison with the Business Resource Group (BRC) on BBB/Legal cases

Attend BBB, small claims hearings, and depositions.

Assist the Regional Customer Experience Manager with various customer assistance activities.

Works with local and in-house counsel to prepare deposition defense strategies.

Evaluates cases on warranty and vehicle history as requested by local counsel and other entities.

Serves as decision maker for all regional cases involving the Better Business Bureau (BBB), State Attorney General, and small claims cases.

Attend and participate in local field Service Club and Zone team meetings

Participates in localized lemon law seminars.

Identify high opportunity dealers, trends, and observations related to improving the customer experience.

Face-to-Face customer engagement and dealership travel as needed.

Qualifications:

College degree or equivalent experience is required

Dealer contact or customer relations experience preferred

Familiarity with State and Federal Consumer Protection cases (lemon law)

Arbitration experience preferred

Must be comfortable with depositions; Prior experience participating in depositions preferred

A valid driver's license is required

Excellent oral and written communication skills

Analytical ability to address and resolve complex challenges

Strong interpersonal skills and ability to work with others within and outside the organization

Strong planning, organizational, and computer skills

Willingness to travel and/or relocate

District Manager Aftersales / District Manager Service experience is preferred

Thorough knowledge of GM policies and procedures is preferred

Working mechanical and technical automotive knowledge is preferred

Working knowledge of dealership fixed operations is preferred

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Additional Description About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Total Rewards Benefits Overview

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Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.