Assistant Manager – Executive Relations Engagement Lead

General Motors • Full-time • United States • 1d ago

Job Posting Details: Executive Resolution – Assistant Business Performance Lead Manager – Executive Relations Engagement Lead

Job Description: This is an On-Site (Warren 7000 Building) position.

About your Organization: Executive Resolution is part of the Customer Experience organization and supports GM owners throughout their entire ownership journey. The team manages both presale consultative support and post-sale customer assistance across Chevrolet, Buick, and GMC brands. Executive Resolution’s mission is to deliver an exceptional customer experience by addressing service inquiries, cost assistance needs, purchase-related questions, and all aspects of vehicle ownership.

Description of Role: The Assistant Manager – Engagement Lead for Executive Resolution is responsible for overseeing the daily operations of the Executive Resolution contact center team. This role supports GM’s CX business goals by improving processes, enhancing customer satisfaction, and strengthening partnerships with Dealers, field teams, and Executive Resolution leadership. This position provides operational oversight, leadership coaching, performance management, and cross-functional coordination with Workflow, the Command Center, Quality, and Training teams. A key function of this role is ensuring clear, timely communication to senior leadership about high-level escalations and customer-impacting issues.

Key Responsibilities:

Serve as the primary point of contact for the Senior Leadership Team and Executive Administrative Assistants to address urgent and high-visibility business needs.
Oversee daily operations for the Executive Resolution contact center, including customer outreach, inbound and outbound communication workflows, goodwill direction, and case progression.
Monitor daily email and call activity to ensure consistent service delivery.
Track and analyze key performance indicators (KPIs) to measure team effectiveness and operational health.
Lead and support special projects, process improvements, and business initiatives as assigned.
Identify issues early and proactively resolve them before they escalate.

Qualifications:

Strong relationship-building skills with internal partners, leadership, and cross-functional teams.
Excellent written, verbal, and active-listening communication abilities.
Self-starter with the ability to think strategically, problem-solve, and create innovative solutions.
Ability to prepare and interpret data to provide insights on Customer Experience trends and team performance.
Experience reviewing performance metrics and conducting quality reviews using CSAT and VOC dashboards.
Skilled in preparing management reports, presentations, and leadership updates.
Ability to assess training needs and coordinate training efforts based on emerging trends.
Participation in planning sessions, business reviews, and cross-functional meetings.

Desired Skills:

Demonstrated customer focus and commitment to resolving customer needs effectively.
1–3 years of relevant business experience; supplier management or contact center experience preferred.
Proven performance management skills including coaching, feedback, and accountability.
Strong delegation skills with follow-up and follow-through to resolution.
Strong collaboration and communication skills across diverse teams.
Excellent organizational and time-management skills.
Ability to work independently and manage unstructured assignments.
Experience managing multiple projects with tight deadlines.
Strong analytical and problem-solving skills using structured, logical methods.
Field Experience supporting Dealerships in North America, partnering to resolve complex Customer cases
Field experience partnering with Customer or Dealer facing teams (Customer Assistance, Technical Assistance, etc) in the resolution of customer concerns.