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.
Key Responsibilities:
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
Required Qualifications:
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
Preferred Skills:
Experience with website development and content management
Content creation / writing skills
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We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
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