Business Resource Manager

Description
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Coppell, TX office three times per week, at minimum [or other frequency dictated by the business].
The Role:

• The Customer - Business Resource Manager is responsible for all customer case activity and for creating a bridge between the Customer Assistance Center and the dealership Customer Experience Manager.
• This position is also responsible for coordinating and facilitating the communication and details for cases involving the Better Business Bureau (BBB), State agencies, applicable state Lemon Laws, small claims/not in suit matters (NISMs), and any other Arbitration Dispute Resolution (ADR) matters.
• The areas supported are Business Resource Center (BRC), Repurchases and Exchanges (RVDC), Goodwill, Empowerment, Policy Expense, and CSI exceptions.

What You'll Do:

• Responsible for handling high profile and executive customer cases promptly
• Assist the Regional Customer Experience Manager with various customer assistance activities
• Manage field/Customer Assistance Center (CAC) interaction and effectively communicate feedback
• Coordinate Empowerment and Goodwill field team and dealership training
• Attend and participate in local field Service Club and Zone team meetings
• Identify high opportunity dealers, trends, and observations related to improving the customer experience
• Act as main Regional Liaison with the Business Resource Group (BRC) on BBB/Legal cases
• Attend BBB hearings and depositions as needed
• Act as main interface with the field and the RVDC on vehicle repurchase activities
• Face-to-Face customer engagement, dealership and Head Quarters (HQ) travel as needed

Additional Description
Your Skills & Abilities (Required Qualifications):

• Bachelor's degree or equivalent experience
• Working mechanical and technical automotive knowledge
• 3+ years of field operations experience and proficient knowledge of Dealership Service & Parts Operations.
• A valid driver's license is required
• Excellent oral and written communication skills
• Analytical ability to address and resolve complex challenges
• Strong interpersonal skills and ability to work with others within and outside the organization
• Strong planning, time management and organizational, and computer skills
• Willingness to travel and/or relocate

What Will Give You a Competitive Edge (Preferred Qualifications):

• District Manager Parts & Service experience
• Thorough knowledge of GM policies and procedures
• Working knowledge of dealership fixed operations
• Automotive Customer Service Experience

Competencies:

• Strong Customer Orientation.
• Successfully builds and maintains strong internal/external relationships.
• Successfully Drives for Results & Drives Change Management.
• Proficient In Process Improvement, Analytical Thinking & Data Judgement.
• Effectively demonstrates Informative and Persuasive communication skills.
• Effective With Timely Problem Solving.
• Consistently Demonstrates Innovation and Creativity.
• Consistently Demonstrates Initiative & Adaptability.

This position requires the ability to legally operate a motor vehicle on a regular basis.
This job may be eligible for relocation benefits.
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.
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