Contact Center Manager Jobs in Rochester, MI (NOW HIRING)

Job Description

The Role

The Command Center Group Manager leads a team of coordinators responsible for 24/7 monitoring, escalation, and mitigation of critical risks impacting GM's production and customer delivery. This role serves as the central point of control for real-time visibility to supply chain and logistics issues, driving rapid, fact-based decisions to protect plant schedules, dealer and customer commitments, and GM's financial performance.

What You'll Do

Critical Risk & Crisis Management

• Lead the real-time identification, assessment, and prioritization of critical supply, logistics, quality, and capacity risks across GMNA operations.
• Direct the team's response to high-severity events (e.g., High risk suppliers, logistics disruptions, regulatory/tariff changes, natural disasters) to minimize production downtime and customer impact.
• Own the escalation path for critical issues - ensuring timely alignment with plants, GPSC, carriers, engineering, quality, and leadership.
• Coordinate contingency playbooks (alternate sources, mode changes, schedule optimization, controlled downtime, etc.) and document decisions and outcomes.
• Track and communicate status of critical cases from first detection through full resolution, ensuring robust handoffs across shifts.

Command Center Operations & Visibility

• Oversee daily command center operations, ensuring full coverage across day, afternoon, night, weekend, and holiday windows as required.
• Run or delegate daily huddles with coordinators to review risk dashboards, open cases, launch timing, and staffing/coverage.
• Ensure accurate, timely updates leveraging GSC tools, risk trackers, and crisis dashboards used by senior leadership and plant teams.
• Standardize and maintain daily/weekly work routines for the Command Center (monitoring, reporting, follow-ups, launch readiness checks, etc.).
• Partner with adjacent teams (Tactical Ops, Logistics, Purchasing, Plants, IO, IT) to maintain clear visibility to upcoming launches, major changes, and known risk horizons.

Leadership & People Management

• Directly supervise a team of Command Center Coordinators and related roles, setting clear expectations for performance, behavior, and ownership.
• Develop talent through regular coaching, feedback, and documented standardized work for the supervisor and each coordinator role.
• Manage staffing plans, including shift coverage, vacation scheduling, back-up coverage, and training/onboarding plans for new team members.
• Build a culture of urgency, accountability, and calm under pressure, reinforcing consistent use of standard processes during crises.

Stakeholder Engagement & Communication

• Serve as a single point of contact for senior leaders during critical events, providing concise, accurate, and timely situation reports.
• Facilitate cross-functional problem-solving sessions with plants, GPSC, carriers, engineering, quality, finance, and customer teams.
• Ensure communication is tailored to the audience - operational detail for working teams and concise risk/impact summaries for leadership.
• Support executive reviews and readiness forums (e.g., launch readiness, major supplier risk reviews) with Command Center insights and data.

Continuous Improvement & Digital Tools

• Identify trends and recurring issues to drive root cause analysis and long-term corrective actions with GPSC, plants, logistics, and IT.
• Champion adoption and improvement of digital tools (e.g., alarms, dashboards, automated alerts, workflow tools) that reduce manual effort and improve response speed.
• Maintain and refine playbooks, SOPs, and training materials for risk management, escalation, and command center operations.
• Track and report performance vs. key metrics (e.g., avoided downtime, response time to critical alarms, open critical case count, aging).

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in supply chain, Logistics, Operations, Business, or related field - or equivalent experience.
• 5+ years of experience in supply chain, logistics, manufacturing operations, or command-center-style environment.
• 2+ years' experience leading teams or complex cross-functional problem-solving (formal people leadership or equivalent).
• Proven ability to lead under pressure, make sound decisions with incomplete information, and drive alignment across diverse stakeholders.
• Strong analytical skills; comfort using data to prioritize, communicate risk, and recommend actions.
• Excellent written and verbal communication skills with the ability to summarize complex situations quickly and clearly.
• Role requires flexibility for early/late hours, occasional weekends, and on-call support during major events or launches.

What Will Give You a Competitive Edge (Preferred Qualifications)

• Experience in automotive or other high-complexity, high-velocity manufacturing environments.
• Familiarity with GM systems and tools (e.g., logistics visibility tools, supplier risk dashboards, ERP/TMS, reporting platforms).
• Demonstrated success leading crisis management or business continuity efforts.

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. The selected candidate will be required to travel <25% for this role. This job may be eligible for relocation benefits.

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 believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

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.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors 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 or call us at 1-800-865-7580. 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.