Roadside Experience Analyst

Job DescriptionThis role is categorized as hybrid. This means the successful candidate is expected to report to Warren - GM Global Technical Center, three times per week, at minimum or other frequency dictated by the business.The Roadside Experience Analyst is a pivotal role responsible for the direction of our Roadside suppliers by ensuring execution of our Service Level Agreement KPI’s. This leader also leads a team of billing analysts, responsible for auditing Roadside service spend.The Roadside Experience Analyst is accountable for the Customer Experience, monitoring and evaluating Key Performance Indicators (KPI’s) daily. KPI’s include: Customer Satisfaction, Net Promotor Score, as well as estimated and actual times of arrival. This leader is empowered to make recommendations, with the goal to improve the advisor and customer Roadside experience.Duties:

Provide leadership to supplier on billing submission processes (weekly meetings) and leads 2 billing auditors

Track financial monthly and annual spend to identify trends and budget forecasts

Collaborate with a variety of business stake holders including Customer Care and Aftersales, Dealers, Product teams, and Contact Center teams to implement the long term strategy for Roadside assistance.

Monitor Roadside experience interactions, service levels and customer satisfaction results

Support KPI reporting capability to allow for use across business channels

Coordinate with the global Roadside efforts to establish and lead best practice execution

Participate i weekly business reviews and Quarterly Executive reviews

Maintain Vendor Relationships and accountability, specifically related to monetary spend

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.Additional Job DescriptionYour Skills & Abilities (Required Qualifications):

2 + years of experience working closely with suppliers in a customer support role

Proficient in MS Office products

Demonstrated ability to drive results

Demonstrated customer focus by investigating and taking action to meet customer’s current and future needs.

Demonstrated ability to perform in a fast paced and complex work environment

Demonstrated ability to manage multiple projects/programs

Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to suppliers that improve performance

High level of analytical ability where problems are unusual and difficult

Strong verbal and written communication skills

What Will Give You A Competitive Edge (Preferred Qualifications):

Previous call center experience preferred

Bachelor’s degree preferred

Previous experience with a business outsource model

Financial Experience

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 GMOur 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 UsWe 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 OverviewThe 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 InformationGeneral 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 StatementsGM 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. 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We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.Explore our global location sThe 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 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 Careers.Accommodations@GM.com .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.