Customer Experience Solutions Supervisor - Sao Caetano do Sul Tech Ctr - Tech Center Bldg 20

Job Description

General Motors is committed to leading the industry transformation toward a future with Zero Accidents, Zero Emissions and Zero Congestion. Today, we are in the midst of a transportation revolution and we have the ambition, talent and technology to pave the way to a safer, better and more sustainable world. As an open and inclusive company, we are also creating an environment where everyone feels welcome and valued. We are always looking for talents that encourage us to go further and want to put our purpose into action.

Come to General Motors South America and be part of the team.

Customer Experience Solutions Supervisor Key Job Responsibilities:

• Lead new platforms and solutions implementation, within the “Digital Transformation Strategy” for the General Motors South America (GMSA) Contact Centers.

• Business Requirements: Validate global solution design / feature set and applicability to the GMSA region, define and prioritize regionally specific requirements and align those across the various technical and business teams in region (Customer Experience, Customer Care and Aftersales, Sales, Marketing etc).

• Manage regional business readiness and change management processes to prepare for successful onboarding and activation. Manage project-level scope, priorities, issues and risks, and quality. Resolves or escalates resource conflicts. Negotiates timelines with key program stakeholders

• In-Region stakeholder communication / coordination and project management. Coordinate with GM Global team in North America: business strategy, framework, and roadmaps.

Additional Job Description

Required Skills, Qualifications and Experience:

• Availability to work hybridly in our offices located in:

Sao Caetano do Sul, Brasil; or

Bogotá, Colombia; or

Vicente Lopez, Buenos Aires, Argentina.

• Availability to travel internationally (estimated: 4 times per year).

• Bachelor's degree in Business Administration and/or Information Technology or equivalent experience.

• Fluent English + Preferred Language: Portuguese and/or Spanish.

• 5+ years demonstrated experience as business strategy/operation lead and/or program/project manager in customer service industry, with a track record of business results and innovation

• Be available to have Salesforce training and complete certification process.

• Experience in leading large-scale program implementations

• Great understanding of and passion for customer experience - specifically customer service & support trends

• Background in Customer Experience, CRM, Customer Engagement/Contact Center, Self-Service solutions and systems (e.g. Salesforce)

• Solid program and project management skills related to planning and control, scope and requirement management, issue and risk management, quality management, stakeholder orchestration and coordination

• Ability to manage multiple priorities as well as demanding timeframes and deadlines

• Strong organizational and communication skills across all levels of the organization

• Proven record of managing through and driving change

Desired Skills, Qualifications and Experience:

• Experience in digital engagement e.g. Website management, Social Media management, Messaging/Chat, and/or Virtual Assistants

• Experience in managing technical application development/software development type projects

• Understanding of and ideally practical experience with Agile methodology

• Demonstrated Salesforce experience.

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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 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.

Diversity Information

General 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. 

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.