General Motor

General Motor

CCA Service Retention Assistant Operations Lead

Description

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis.

The CCA Service Retention Assistant Operations Lead will assist Customer Care and Aftersales (CCA) and GM Dealerships in Customer Retention using the ServiceSmarts Online (SSO) application. SSO provides GM Dealerships the ability to track their customers returning for service events and proactively advises Dealers when a customer's vehicle is due for a Customer Retaining Event (CRE). The CCA Service Retention Assistant Operations Lead will assist in the continued development and improvement of the SSO application, as well as its expansion globally. This position also develops and provides training to GM dealerships and CCA field sales personnel on how to maximize the effectiveness of using the SSO tool in retaining customers.

Responsibilities:

  • Identify, analyze, develop, implement, and support new and improved processes, systems, and website layouts within Dealer Service Retention
  • Maintain Global ServiceSmarts Online daily/monthly operations and supporting tools
  • Develop, design, and execute training sessions and materials for Global Regions, Field Sales, and Dealers
  • Develop, test, and deploy system enhancements using the SSO pre-production website
  • Support Customer Relations Management (CRM) integration and Application Program Interface (API) enhancement as project is rolled out across CRM providers
  • Collaborate and coordinate with cross-functional teams, vendors, and business units for global implementation of Dealer Service Retention
  • Use various research methods (review raw data, Dealer Management System (DMS) data feeds and labor op code mapping to analyze Dealer Service Retention and data issues
  • Ability to function as the Global Lead for the SSO application deployment and sustain activity
  • Gain a working knowledge of the Labor Op Code Portal (LOCP) to provide cover for the SME
  • Support the Service Retention Retail Marketing Dealer Fixed Operations Advisory Board as the SME of SSO
  • Visit local dealerships with their District Manager Aftersales, as needed, to offer training and obtain customer feedback
  • Champion current Retention Cup Program to encourage Field teams to focus on retention, and create similar future programs
  • Develop and publish the Paying Attention to Retention newsletter
  • Provide proofreading and approvals for various news and announcements to Channel Vantage Inc (CVI)
  • Provide support and content to cross-channel publications
  • Skills/Qualifications:

  • Knowledge of Dealer Service Operations required
  • Bachelor's degree preferred
  • Ability to prioritize and manage multiple projects
  • Strong collaborations skills and ability to work cross functionally
  • Willingness to provide strategic perspective
  • Strong communications skills
  • Prior experience training/presenting to large groups is preferred
  • Critical thinking and problem-solving skills
  • 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.

    The expected base compensation for this role is $65,646 - $96,880. Actual

    base compensation within the identified range will vary based on factors relevant to the position.

    Bonus Potential: An incentive pay program offers payouts based on company

    performance, job level, and individual performance.

    Benefits: GM offers a variety of health and wellbeing benefit programs.

    Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

    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

    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.

    Job details

    Title

    CCA Service Retention Assistant Operations Lead

    Employer

    General Motor

    Location

    United States

    Published

    June 11, 2024

    Application deadline

    September 09, 2023

    Job type

    Senior

    Field

    Engineering

    About the employer

    We embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Our diverse team of 164,000 employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion.

    Together, we want to make electric vehicles for everyone and safely push transportation beyond our wildest imaginations with autonomous vehicles and advance hydrogen fuel cell technology. We are proud of our achievements so far, but there is more work to be done. Together, for everyone.

     

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