Enterprise Care Contact Center Transformation Leader - Lansing, United States - General Motors

Description

Work Arrangement:
This role is categorized as hybrid.

This means the successful candidate is expected to report to Warren, MI three times per week , (Tuesday, Wednesday, and Thursday) at minimum.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate


The Role:

The ideal candidate embodies GM's Behaviors and the skills to create effortless, personalized, industry defining contact center experiences for our customers and front-line employees.

This leader will support the strategy for the future of Enterprise Care (customer and dealer) and spearhead the implementation of the CRM Platform in the contact center, with specific focus on Customer and Dealer Care.

This new platform will create an innovative and integrated digital first experience complimented by deliberately human interactions that are proactive, personalized and easy.

The Leader will collaborate and coordinate with multiple cross-functional teams including workforce, training, DSX, IT, contact center solutions, and our contact center supplier partners, ensuring optimization of the platform's functionality and creating new and innovative experiences for our customers.

This role will be responsible for conceptualizing and driving go-forward strategy for the future of care, in addition to developing and successfully executing plans, timelines, deliverables and effectively communicating status, decisions needed, changes, roadblocks to multiple stakeholders, including senior leadership ensuring commitments remain on track.

What You'll Do:

Support Execution of Software Enabled Services Contact Center connected platform transformation, understanding impacts regarding process re-engineering, training, workforce, budget etc.

Strategize future state of Enterprise Care Contact Center post implementation of the CRM Platform, with specific focus on Customer and Dealer Care

Support and drive forward-looking strategy and effectively communicate with leadership and cross-functional stakeholders to keep them informed of relevant status, activities and decisions

Coordinate activities, assignments, and deliverables with multiple stakeholders. Develop project plans and timelines to track progress, roadblocks and overall status

Development of leadership presentations for strategic reviews and forums

Utilize strong analytical skills to transform data into actionable information to drive prioritization

Assist with the coordination and flow of new ideas and programs throughout the SES Enterprise

Complete tasks and propose solutions to ambiguous requests when minimum instruction is provided

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