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 as needed or desired.
The Omnichannel Enablement Lead supports the larger GM customer education and self-service strategy and experience design – ultimately driving an outstanding customer experience and operational efficiencies around content creation and management as well as contact center inbound volume deflection.
The Enablement Lead works with GM customer channel owners (e.g., websites, mobile app, in-vehicle) and customer support content creators. Work products are collaboratively developed with respective internal experts such as the GM Center of Learning, In-Vehicle Voice and Customer Literature teams, and other many content owners within GM as well as supporting agencies!
Additionally, this role supports GM's CX innovation strategy, concepts, and owns the D2D relationship with our GM agency partner. Typically, these initiatives require collaboration across various parts of the business, GMIT, Legal/Privacy teams as well as 3rd party suppliers (agency partners, tool & technology vendors), which the job holder will have to lead on a day-to-day basis applying the GM cultural behaviors.
Support Global Knowledge Management and Self-Service initiatives related to coordination of customer self-service support related content
Lead Global Support rollouts and content inventory (feature, article, and channel tracking lists) as well as production schedules, reviews and approval workflows
Update support content guidelines as needed, socialize, and apply the same across the Enterprise and key content owners / sources
Drive maximum re-use and efficient processes across content contributors and customer support content federation into the Knowledge Base, drive constant optimization of GM product, feature, services related articles with focus on frequent contact types and Difficult-to-Use (DTU) features
Assist optimization of existing content and service offerings on GM digital properties.
Work cross-functionally with Brand and Digital Marketing teams, digital channel owners, COL/G2M teams, CCA Customer Literature teams, GMIT, GM Legal, as well as external creative and content agencies
Bachelor degree, or equivalent experience
Solid understanding of customer service industry / CX trends, passion for the customer
Advanced understanding and experience of digital marketing and/or content management
Project and process management skills coupled with attention to detail.
Effectively communicate and influence within the internal business structure
Basic analytical skills, experience in solving business problems using data
Flexibility to work both independently and in a team setting
Ability to prioritize work in a fast-paced environment
Proficient in MS Office
Experience with Content Management Systems and/or content authoring tools such as Adobe Experience Manager, Adobe XML
Experience with website development and content management
Content creation / writing skills
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From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.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.