Product Manager, Customer Support

General Motor
March 18, 2023
Contact:N/A
Offerd Salary:Negotiation
Location:N/A
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Contract Type:Other
Working Time:Full time
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Ref info:N/A
Description

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. Relocation may be provided. This position requires employee to be onsite 1-3x per week.

This role is in the CX Customer Solution team and the ideal candidate for the Product Manager role embodies GM's Behaviors and brings an insatiable appetite to create effortless, personalized, experiences for our customers and front- line employees. This role will support the implementation of the CRM Platform in the contact center, starting with the OnStar Business with a specific focus on Sales experiences coupled with the agility to assist in other areas based on roadmap and priority. This new platform will create an innovative and integrated digital first experience complimented by deliberately human interactions that are proactive, personalized, and easy. The Product Manager will collaborate with cross functional teams and key stakeholders on customer experience, process, and usability. This role will be responsible for successfully executing plans, timelines, deliverables and effectively communicating status, decisions needed, changes, roadblocks to multiple stakeholders, including leadership ensuring commitments remain on track.

This role requires a candidate who thrives in ambiguity and identifies opportunities to deliver the right solutions with limited guidance. A successful candidate will have strong organizational and influencing skills and use data to guide decision-making.

Key Leadership Competencies

  • Customer-First Mindset : Purpose driven mindset that puts the customer at the forefront to create safe and effortless experiences that customers actually love

  • Growth Mindset: Ability to function as a catalyst for innovation and challenge legacy mindset

  • Team Building : Possess strong partnership skills with a history of collaborating across organizational boundaries, working with, and influencing others, and creating clarity from confusion; ability to work effectively with a diverse team

  • Outcome-Oriented: Ability to articulate desired outcome (s) and assess complex situations quickly, identify risks/roadblocks and work collaboratively to remove to achieve goals

  • Business and Technical Acumen: Ability to effectively communicate and translate business needs both internally and to cross-functional teams

  • Required Qualifications

  • Ability to break down complex tasks or requirements into simpler more manageable tasks

  • Passion for understanding the customer and advisor needs to deliver an exceptional customer experience

  • Innovate, collaborate, and implement a seamless experience across multiple channels

  • Proactively identify risks and bring them to the attention of your team and/or stakeholders with plan for mitigation before they become roadblocks

  • Self-driven professional that excels in a fast-paced changing environment

  • Ability to multi-task between multiple projects and priorities

  • Proven track record of building strong and effective partnerships within and outside of the organization

  • High level of interpersonal skills to work effectively with, motivate and elicit work from others

  • Strong attention to detail and follow up

  • Manage and deliver to project deliverables and roadmaps

  • Embodies a One Team approach and fosters an inclusive environment

  • Comfortable dealing with ambiguity

  • Additional Description

    Preferred Qualifications

  • Bachelor's degree in related field required
  • Experience and familiarity with OnStar services
  • Prior experience in Customer Experience, CRM, Contact Centers, Self-Serve solutions and systems (Salesforces, Microsoft, Pegasystems etc.)
  • Experience with Scaled Agile Framework (SAFe) development methodology
  • About GM

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    Why Join Us

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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.

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