Manager, Customer Support & Data Analytics – Fleet
Core
Lead a team to design, monitor, and improve end-to-end customer support experiences for GM's Fleet and Commercial connected vehicle customers, leveraging data to identify issues and drive solutions.
Role type
Senior Manager, Customer Support & Data Analytics
Builds
Customer support operations, analytics frameworks, dashboards, and digital self-service solutions for fleet management platforms.
Domain
Automotive / Connected Vehicles / Fleet Management
Deliverable
dashboards & analysis
Required skills
Team leadership, customer experience strategy, data analytics, root-cause analysis, cross-functional collaboration, escalation management, process design, Six Sigma/Agile methodologies, connected vehicle ecosystems knowledge.
Preferred skills
Database management, cloud platforms, visualization tools (Power BI, Oracle BI), CRM/contact center ecosystems (Salesforce), global operations management.
Technologies
Apache Hadoop, Oracle PL/SQL, Teradata, Apache Cassandra, Apache Hive, NoSQL, Microsoft Azure, Salesforce
Responsibilities
Lead team of customer experience leaders and data analysts; own customer experience measurement and analytics strategy; leverage data to identify trends and influence product/engineering priorities; develop dashboards and reporting frameworks; lead operating cadences with cross-functional teams; serve as escalation leader for large fleet accounts; design support processes for new features and releases; deliver data-driven business reviews; champion process excellence; manage headcount, budget, and operating costs.
Seniority
Senior, hands-on IC with leadership responsibilities
