Customer Experience Manager - GM Energy

Description
Customer Experience Manager - GM Energy
About GM Energy:
GM's energy team was launched in 2021 and is rapidly growing. GM Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities and software platforms needed to operate and aggregate these assets on the grid.
GM Energy launched its retail product line to provide integrated charging and energy solutions for residential customers in 2024. GM Energy's vision is to empower EV drivers with seamless charging and energy solutions that connect their journeys, homes, and communities. We have a focus on increasing EV adoption, increasing customer retention and loyalty, and creating new revenue streams. Our mission is also backed by the bold GM vision of zero crashes, zero emissions, and zero congestion.
Visit our website to learn more about GM Energy - gmenergy.gm.com
We are seeking a strategic, data-driven, and customer-obsessed Customer Experience Manager to lead GM Energy's efforts in delivering seamless, insightful, and continuously improving customer experience.
This role sits at the intersection of customer journey design, customer care collaboration, VOC analytics and insights management, with a strong focus on driving meaningful change across the organization.
The ideal candidate is calm under pressure, highly organized with deep attention to detail, and thrives in a fast-paced, matrixed environment. They bring a continuous improvement mindset, strong data fluency, and the ability to translate customer insights into strategic action and implementation.
Key Responsibilities

• Define and evolve GM Energy's customer experience strategy aligned to business goals, supported by a robust measurement system, including KPI's and dashboards to track actionable insights and CX impact across the organization.

• Implement real-time journey mapping across residential, public, and utility segments, focusing on high-impact areas such as explore, purchase and onboard.

• Ensure journey work is actionable, measurable, and integrated into operational processes and roadmaps across GM Energy

• Act as a strategic liaison with the Customer Care organization to identify pain points and drive process, training and documentation improvements.

• Support the development and refinement of SOPs and workflows to improve efficiency and resolution times. This includes partnering with the EV Concierge, One CRM/CRM2 teams, central functional GM teams, and Home Energy Consultants.

• Serve as an escalation point for the CX journey, packaging up critical customer issues and ensuring cross-functional alignment and timely resolution.

• Build and manage robust feedback loops, ensuring customer insights are categorized, prioritized, and disseminated across the team to inform product, service, and experience enhancements.

• Own and manage the coordination of customer touchpoints and journey impacts, identifying risks and pain points that stem from systems, processes, technologies, research ad user stories, among others.

• Ideate and collaborate to develop project plans and gain buy in from GM and GME Energy teams to implement and adopt long term solutions. Strengthen the rigor and structure of customer research and analytics programs, improving survey design, timing, and targeting to increase response rates and data quality.

• Partner with analytics teams to uncover actionable insights about customer personas, behaviors, and preferences.

• Influence product development, marketing, and sales strategies through customer insights and collaborate with Product and Quality teams to ensure customer needs are reflected in roadmaps and issue resolution.

• Identify upsell and cross-sell opportunities through customer data.

• Foster a culture of customer-centricity, continuous learning, and accountability.

• Drive alignment to strategic CX roadmaps and OKRs across teams.

Qualifications

• Bachelor's degree in Business, CX Strategy, or related field.

• 7+ years of experience in customer experience, strategy, or operations-preferably in automotive, energy, or similarly complex industries

• Self-starter and entrepreneurial spirit will be highly beneficial in this role.

• Strong relationships with customer experience adjacent GM teams such as CET, Brands, CRM, and Customer Care will be a differentiator for this candidate

• Proven success in journey mapping, process improvement, and customer feedback programs.

• Strong, detail-oriented and analytical skills with experience in survey design, VOC programs, and persona development.

• Excellent facilitation and stakeholder management skills, including persuasive leadership and the ability to secure buy-in.

• Ability to balance strategic vision with operational execution.

• Exceptional communication skills and organizational agility

Compensation:

• The expected base compensation for this role is: $110,000 - $172,100. Actual base compensation within the identified 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: 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.

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.
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