Csat Jobs in Michigan (NOW HIRING)

Job Description

TheGM Energy Customer Experience (CX) Transformationteam serves as the center of expertise and champion of the endtoend GM Energy customer journey. We connectvoice of the customer, operational performance, and experience designto deliver consistent, frictionless experience across products, channels, and partners.

TheLead, GM Energy CX Transformation - Care Operationsis responsible fortransforming and continuously improving GM Energy Care operationsin service of the broader CX vision. This role blendscustomerexperience strategy, journey design, and datadriven continuous improvementwith deep understanding of Care operations, ensuring that processes, tools, and partners enable effortless support across the GM Energy customer journey.

This rolereports to the Manager, Customer Experience Transformation - GM Energyand collaborates closely withCustomer Success Operations, Care leadership, Product, Field Operations, Marketing, and Analytics.

What You'll Do

CX Transformation & Journey Design

• Serve as aCX transformation lead for Care, translating the GM Energy CX strategy into specific experience outcomes, stories, and requirements for Care operations.
• Map and maintainendtoend Carerelated journeys(e.g., activation, installation, issue resolution, warranty, billing) to identify pain points, breakpoints, and moments that matter.
• UseVOC, CSAT/NPS, survey results, complaints, and qualitative feedbackto prioritize and design experience improvements across channels and touchpoints.
• Lead or coleadCX design sessions and workshopswith crossfunctional partners (Care, CX, CS Ops, Product, Legal, Digital, Marketing) to define futurestate experiences and supporting policies.
• Contribute to and support the multiyear GM Energy CX roadmap, leading Carespecific workstreams from discovery through pilot and scale in partnership with senior leaders.

Care Operations Strategy & Continuous Improvement

• Provideinput and recommendations on strategic directionfor GM Energy Care operations across residential and public charging support channels, ensuring alignment with CX principles and customerback outcomes.
• Partner with Care leadership and CS Operations todefine and evolve the Care operating model, including roles, workflows, handoffs, and escalation paths.
• Stand up acontinuous improvement pipelinefor Care: intake, assess, prioritize, and deliver enhancements to policies, processes, and experiences that reduce effort, improve CSAT, and manage cost to serve.
• Anticipate operational risks and opportunities; recommend mitigations and tradeoffs grounded in customer impact, data, and scalability,working independently with limited guidance.

VOC, Measurement & Analytics

• Partner with CX Transformation and Analytics todefine and refine the measurement framework for Care experiences, including CSAT, NPS, customer effort, contactlevel metrics, and journeylevel KPIs.
• Translate insights fromsurveys, call listening, telemetry, and quality reviewsinto clear problem statements and prioritized actions for Care and crossfunctional teams.
• Coown and influencedashboard requirementsand reporting for Carerelated metrics, ensuring they are simple, actionable, and aligned to GM Energy scorecards.
• Buildbusiness cases and storytellingthat link customer outcomes to operational performance and financial impact.

CRM, Tooling & AIEnabled Experiences

• Serve as theprimary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2, including case design, workflows, routing, automations, and integrations with Telephony and knowledge tools-grounded in intended customer and advisor experience.
• Lead theOneCRM/CRM2 roadmap for GM Energy Care, maintaining and communicating a clear backlog (epics, user stories, configuration changes) aligned to CX and operational priorities, and representing GM Energy needs in enterprise CRM governance forums.
• Own and manage theCare/CX enhancement backlogacross OneCRM/CRM2, Telephony, and knowledge tools, working with Product, Digital, and CS Operations to prioritize and deploy changes that enable better experiences and efficient operations within defined guardrails.
• Driveadvisor adoption, data quality, and change managementfor OneCRM/CRM2, partnering with Training and Care leaders to ensure processes, knowledge, and measures are embedded in daytoday operations.
• Partner with AI working teams toevaluate, design, and deploy AI solutions(e.g., knowledge assistants, routing optimization, selfservice, summarization) that improve customer and advisor experience.
• Ensureoperational and CX readinessfor new digital experiences (apps, portals, proactive notifications, installation journeys), translating experiences into workflows, training, and measurement requirements.

Governance, Change Management & Stakeholder Leadership

• Create and maintaingovernance routines(e.g., CX huddles, metric reviews, VOC deep dives) that connect Care, CX, and crossfunctional partners around shared outcomes.
• Leadchange managementfor Carerelated CX initiatives, including communications, training, adoption support, and feedback loops with advisors and leaders.
• Act as atrusted partner and thought leaderto Care, CS Operations, Product, and Digital teams; influence decisionmaking with data, customer stories, and clear recommendations.
• Own or coownpolicy and process documentation(e.g., SharePoint content, playbooks, workflows) with a continuousimprovement and CXfirst mindset.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degreein a relevant field such as business, engineering, supply chain/operations, data/analytics, or related discipline.
• 5+ years of experiencein operations management and/or Sales, Service, Marketing (SSM), with at least part of that in acustomer experience, customer success, or transformationorientedrole.
• Demonstrated experience incustomer journey mapping, VOC/CSAT/NPS programs, or CX transformationfrom insight through implementation.
• StrongCRM and digital experience(e.g., Salesforce, contact center platforms, eCommerce, or largescale digital transformations and integrations, including AIenabled capabilities).
• Provenprogram management skills(roadmapping, prioritization, resource alignment, dependency management, risk mitigation, and execution to outcomes).
• Experience withaftersales, warranty, service, or care operations, with understanding of how policies and processes impact customer experience.
• Stronganalytical and storytelling skills, including familiarity with tools such as Microsoft Office, Salesforce reporting, Power BI, and Lucid for turning data and journeys into clear narratives and decisions.
• Experience withAI tools utilization, development, and/or improvementin a customerfacing context is a plus.
• Demonstrated ability topartner with internal and external stakeholdersto drive mutually beneficial outcomes and manage complex crossfunctional initiatives.
• Excellentfacilitation, workshop, and communication skills-comfortable presenting to and influencing Senior Leadership on defined workstreams.
• Experience intraining and content development(e.g., playbooks, knowledge articles, learning materials) preferred.
• Desire to work in acomplex, evolving, and fastpaced environment, bringing an innovation and continuousimprovement mindset.
• Previous experience withenergy storage, EV charging, or related energy/clean tech productsacross multiple regions is desirable.
• Willingness to travel15-20%as necessary to execute responsibilities.
• Aparagon of GM's cultural behaviors,with a strong orientation towardcustomer obsession, accountability, and collaboration.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Track record ofleading or significantly contributing to CX or operational transformation, ideally in a service or care environment.
• Strong knowledge ofcustomer care, aftersales, and warrantyand how they shape customer perception and loyalty.
• Experience working at the intersection ofoperations, digital product, and customerfacing teams, ideally within a startup or highgrowth environment.
• Interest in developingtechnical proficiency in GM Energy products and ecosystems, including charge times/lengths, charger types, customer requirements, and broader benefits of energy solutions beyond charging.
• Demonstrated ability tomotivate and influence without formal authority, building coalitions around customer and business outcomes.

NO RELOCATION

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.
The salary range for this role is $92,500-$139,600. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
Benefits:
Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

#LI-LK1

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 based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}. The selected candidate will be required to travel <25% for this role. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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.