Job Description This role is categorized as hybrid. This means the successful candidate is expected to report to [7000 Building, Warren MI ] three times per week, at minimum [or other frequency dictated by the business].
The Assistant Manager for GM Dealer Chat will be responsible for developing Dealer Chat strategy and overseeing performance results. This position will support business goals through increasing GM dealer chat enrollments and driving revenue while enhancing customer/dealer satisfaction. The Dealer Chat assistant manager will lead performance using various GM systems to proactively identify ways to enhance dealer/customer experiences while building strong relationships with Advisors, Team Leads and multiple cross-functional stakeholders. This position is responsible for managing the relationship between our enrolled dealers and their customer while selling additional dealer chat enrollments.
The ideal candidate for the role embodies GM's Behaviors and brings an analytical and bold perspective on how to create a best-in-class chat experiences for our dealers and customers. Ability to lead change, collaborate and influence across all functions, effectively prioritize and thrive in an ambiguous / fast-paced environment is a must. This position needs to understand the functions of IEX Workforce Management while monitoring Microsoft Teams and Advisor chats.
Responsibilities: Oversee the daily management of GM Dealer Chat Advisors and support the overall goals of conversion, quality, and customer satisfaction
People Leadership of a group of 4 Team leaders and a group of 60 contract advisors and support team
Create and promote a team culture that puts the dealer and customer at the center of everything that we do while delivering operational excellence and maintaining an engaging, vibrant workplace
Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity
Monthly strategy and monitoring of dealer enrollments and revenue goals
Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions and issues via chat
Effective data analytics to identify pain point, prioritize work and create enhancements
Use data analytics to develop and execute marketing campaigns to increase revenue
Drive consistency across the team by regularly reviewing processes and workflows to identify team training opportunities or improved efficiencies
Review and approve weekly Advisor payroll submissions and time off requests
Manage special projects or new customer initiatives as the need arises
Development of leadership presentations for strategic reviews and forums
Assess and plan necessary training initiatives based on trends
Collaborate with agency partners to guide marketing refresh and digital footprint
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate Additional Job Description Qualifications/Requirements: Bachelor's Degree preferred
Business Management, Marketing or Finance, or Equivalent Work Experience in these fields
3+ years of experience in customer service-related profession
People Leader Experience Preferred Dealership Experience is a plus
Supplier Management/Contact Center experience preferred
3+ years of experience in sales with proven success achieving sales targets
Self-motivated, driven to excel, capable of always providing a white glove experience to customers
Ability to inspire and drive employees to elevate performance, deliver successful metrics and adhere to GM's Cultural Behaviors
Demonstrated ability to work with minimal supervision on unstructured assignments
Strong organizational, communication and collaboration skills
Effective Communicator across all media—verbal, written, social media savvy
Experience with Microsoft Office Required
Siebel/Advisor Workbench, XM Discover, Oracle Business Intelligence Software, IEX Workforce Management Preferred
Automotive retail experience preferred
10% travel Domestically
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. 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.
Benefits Overview The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents; Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family; Company and matching contributions to 401K savings plan to help you save for retirement; Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; Tuition assistance and student loan refinancing; Discount on GM vehicles for you, your family and friends. 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 GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an indivi d ual's protected characteristics. For purposes of this policy, "protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at or call us at . 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.
