Job Description

　　Work Arrangement:

　　Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency. The selected candidate will assume territorial responsibility and relocate to within 50 miles of the Western Regional Office in Westlake Village, CA. Relocation may be provided.

　　The Role:

　　The Customer 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, 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 and dealership travel as needed

　　Additional Job Description

　　Your Skills & Abilities (Required Qualifications):

　　Working mechanical and technical automotive knowledge

　　Dealer contact or customer relations experience

　　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, organizational, and computer skills

　　Willingness to travel and/or relocate

　　College degree or equivalent experience

　　​ What Will Give You A Competitive Edge (Preferred Qualifications):

　　District Manager Aftersales / District Manager Service experience

　　Thorough knowledge of GM policies and procedures

　　Working knowledge of dealership fixed operations

　　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.

　　Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.

　　• The salary range for this role is $ 83,800 - $133,900. The actual base salary a successful candidate will be offered within this 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:

　　• 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

　　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 [email protected] 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.​

　　We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

　　Our Company (https://search-careers.gm.com/en/working-at-gm/)

　　Our Culture

　　How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

　　Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

　　Explore our global location s

　　The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .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.