Every launch, OTA update, and recall is a chance to deepen customer confidence and loyalty. This team ensures customer‑ready education reaches owners at the right moment, in the right channel, in the right format—consistently, accurately, and on time—operating from the single Gold Source (Owner’s Manual‑anchored content). How this role connects to the CET Vision: orchestrate the cross‑channel delivery that helps GM win the shop, onboard effectively, and keep customers in the Affinity Loop as Promoters.
The CX Manager – Product Knowledge - Launch, Execution & Distribution combines Strategic Thinking and Operational Excellence. Drive on‑time, customer‑ready execution and distribution of product education content across all channels and markets. Ensure OM‑anchored content and related assets are accurate, compliant, and consistently deployed for every launch, OTA, recall, and key journey touchpoint. Lead with operational rigor and action orientation; be customer obsessed; be hands‑on with AI for tagging/QA/localization; and use clear in‑house vs partner decision frameworks to balance speed, quality, risk, and cost.
KEY RESPONSIBILITIES
- Execute integrated customer education launch plans, align timelines, scope, and deliverables across channels (in‑vehicle, app, web, email/SMS, dealer, print/video).
- Ensure launch/update assets are tagged, cataloged, and traceable in CMS to enable reuse, measurement, and rapid updates; maintain audit trail to OM Gold Source.
- Design/refine launch‑ready workflows that move Gold‑Source content into the right channels; manage multiple concurrent programs and budgets.
- Partner with tooling/operations teams to modernize and integrate content, workflow, and publishing tools for scalable, repeatable execution.
- Support execution‑focused guidance aligning internal strategies; validating delivery mechanisms with Engineering.
- Lead cross‑functional working groups for launch readiness; clarify RACI, SLAs, and escalation paths; resolve conflicts and unblock teams quickly.
- Lead continuous improvement (Lean/OpEx) to simplify workflows, reduce cycle time, improve reuse, and remove waste.
- Set and own key launch/operations metrics (on‑time rate, cycle time to customer‑ready, quality/defect, reuse, CX/NPS impact).
- Pilot AI‑assisted tagging, QA, localization, and publishing automation; define guardrails for responsible use; train team and partners.
- Support global coordination and work‑share agreements; manage vendors/agencies per decision frameworks.
SUCCESS CRITERIA
- Integrated launch calendar; stakeholder cadence and dashboards live.
- Team charter with mission/scope/KSIs
- Engaged Team
- NVA work identified and elimination roadmap delivered within 60 days; early cycle‑time wins realized.
- On‑time launch rate at/above target across assigned programs; cycle time and defect rates improving QoQ.
- AI‑assisted tagging/QA/localization pilots; documented quality/productivity impact.
- Global coordination model defined; reuse rates increasing; audit trail to OM Gold Source intact.
- Strategy and Roadmap to "In The Moment Content per Customer Need".
REQUIREMENTS
- Bachelor’s degree; technical, business, or related discipline preferred (Engineering, Automotive Technology, IS, Data/Analytics, Process Flow) or equivalent experience.
- Experience in product education/content operations; familiarity with GxDP and/or Global Aftersales, Marketing processes and systems.
- Proven multi‑stakeholder launch execution across channels; operationally tuned and action‑oriented; strong program management.
- Hands‑on with modern technologies and keen interest in automation and AI for quality and speed.
- Expert communicator; adapts style; uses persuasion/negotiation to align diverse stakeholders; sets objectives and owns KPIs.
- Demonstrated strategic thought process and change in operating model
NICE TO HAVE QUALIFICATIONS
- Prior people leadership; performance management and workforce planning.
- Continuous Improvement Methodologies, Lean Six Sigma, Design Thinking, DFSS
- Experience creating launch playbooks or enterprise education distribution functions.
- Experience with GSA, Arbortext, Adobe Acrobat/Illustrator; content performance measurement.
- Global/regional work‑share, vendor/agency management experience.
CULTURE TO CREATE (based on Workplace of Choice)
Build a calm‑under‑pressure, deadline‑driven culture that takes pride in getting the right information to the right customer at the right time. Promote GM Behaviors—Move with urgency, Be inclusive, Lead as one team, Own the outcome, Speak fearlessly, Win with integrity, Commit to customers, Innovate and embrace change. Workplace of Choice means organized workflows, visible removal of blockers, psychological safety to raise risks early, and recognition for flawless execution.
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