Quality Customer Experience Manager

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to Warren- GM Global Technical Center three times per week, at minimum or other frequency dictated by the business.

Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

The Role

The Customer Experience Manager role will develop strategic initiatives, lead operations execution, and implement processes/continuous improvement. This role will lead a team of SMEs that manage Quality customer surveys, and processes for Captured Test Fleet (CTF) / On Road Vehicle Testing (ORVT), Global Vehicle Development Process (GxDP) / Program Quality Readiness Review (PQRR), Conformity of Production (CoP) and Import/Export.

What You'll Do

• Guardian and oversight responsibility for Program Quality Plan process development, enhancement and maintenance, while collaborating with SMEs and cross-functional teams.

• Team oversight on global processes/operations and continuous improvement to J.D. Power evaluations, Quality Tether, GxDP/PQRR, ORVT, CTF, CTF Checklist, CoP and Import/Export.

• Leadership over strategic planning and operations of multiple cross-functional workgroups:

• Conformity of Production (CoP)

• Import/Export Quality- Shipping and Logistics

• Import/Export Quality- Global PQM forum

• Champion Strategy Session meetings on behalf of the Executive Director of Product Development Quality. Identify top priority strategic deliverables for Quality and collaborate with deliverable owners, SMEs, leaders and internal customers to drive action.

• IT portfolio requirements development in collaboration with GM IT and the Quality Systems team.

• Vendor contract management in conjunction with process owners (Ipsos, Roush, JD Power).

• Responsible for management of a significant portion of the Global PDQ budget, including cost reduction initiatives, in close collaboration with PDQ team, leadership and Finance.

• Participate and provide insights to J.D. Power Initial Quality Study (IQS) and Vehicle Dependability Study (VDS) leadership messages.

• Work with Company Vehicle Operations (CVO), process owners and Program Quality Managers (PQMs) to ensure Quality pool vehicle inventories are maintained within target levels.

• Drive VoC (Problems per 100 (PPH), Social Media) data utilization for enhancement of product quality standards and continuous improvement.

• Oversee enhancements, maintenance and utilization of critical launch dashboards: CTF/ORVT/Exposure, Board of Directors /Senior Leadership Team Summary, Compass Program Summary, Brandwatch.

• Oversee Compass Data Governance process to ensure consistent application and execution of quality standards.

• Drive an inclusive team culture with emphasis on GM Values, Behaviors and People Development.

Additional Job Description

Your Skills and Abilities (Required Qualifications)

• Bachelor's degree in engineering or related field

• 7+ years of Quality, Manufacturing, Engineering or other relevant leadership experience

• Demonstrated strategic process development

• Demonstrated strong organizational and communication skills

• High level of interpersonal skills to work effectively with, motivate and elicit work from others

• High level of analytical ability where problems are very unusual and difficult

• Willing to offer opinions and judgments and constructively challenge leadership

• Must be comfortable working with Senior Leaders and Executives within the organization

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Master's degree

• 10+ years of Quality, Manufacturing, Engineering or other relevant leadership experience

• Plant or PPO experience

• Program experience

• Multiple product launch experiences

• In-depth knowledge and understanding of the GxDP

• Experience in GMS Built-in-Quality (BIQ), GM Quality Launch Process, and GM Quality Systems

• Experience working globally

• Six sigma or Lean six sigma certification; ASQ certifications

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

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.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:

• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

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. GM is proud to be an equal opportunity employer.

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

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, "protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 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.