Contingent Workforce Management Customer Experience Manager
Description
Work Arrangement
This role is categorized as hybrid. This means the successful candidate is expected to report to Warren three times per week, at minimum.
The Organization
GM is undergoing a major transformation, both in how we operate and in how we will influence the future of mobility with automation and electric vehicles. Our Contingent Workforce Management team empowers GM's growth and success by providing the best contingent talent, efficiently and cost effectively.
Job Summary
As the Contingent Workforce Customer Experience Manager, you will be part of a dynamic team responsible for GM's contingent workforce program. You will be the primary subject matter expert of GM's end to end processes for contingent worker onboarding, management and offboarding. You will be responsible for driving excellence in our contingent workforce program, with a specific focus on enhancing user experience for hiring managers, optimizing technology solutions, and streamlining processes. In this critical role, you will be instrumental in shaping how hiring managers interact with our systems and processes, ensuring a seamless and efficient experience for all stakeholders.
The ideal candidate will have experience working with an MSP and will possess a deep understanding of contingent workforce processes, systems, and best practices. The ideal candidate is an analytical thinker, adept at leveraging data and technology to drive decision-making and continuously improve program outcomes. This candidate is capable of using advanced analytical and problem-solving techniques to resolve a wide range of problems, identifying opportunities and proposing solutions to improve internal processes, services and structures to support our strategy.
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Key Responsibilities
- Policy and Processes
- Serve as the SME over the end-to-end contingent worker lifecycle, including processes, system architecture and workflows
- Maintain and establish policies, procedures, and guidelines for the engagement, management, and offboarding of contingent workers
- Identify opportunities for process improvement, cost savings, and risk mitigation within the contingent labor ecosystem
- Collaborate with Global HR/CW teams to standardize global processes and share best practices
- Collaborate with Talent Acquisition teams to understand and align FTE and CW processes as appropriate
- Participation in enterprise-wide Onboarding council meetings
- Lead Information Lifecycle Management ("ILM") and Business Continuity Planning ("BCP") processes for the program
- Customer Support
- Act as a central point of contact for day to day contingent workforce-related inquiries from hiring managers
- Educate hiring managers on contingent workforce policies, processes, and best practices.
- Conduct customer NPS survey call backs with hiring managers to gather feedback and identify opportunities for process improvement
- Review and/or develop communications for hiring managers, ensuring clarity, relevant content, and suitable length to support effective engagement
- VMS System Projects/Integrations
- Using data and stakeholder feedback, analyze and evaluate VMS enhancement opportunities to improve the hiring manager experience
- In partnership with IT, Legal, Procurement, VMS, and MSP, lead the design and execution of projects within the VMS to enhance hiring manager experience and reduce data security risk
- Troubleshoot and resolve VMS, HRIS, and ERP system data integration issues with relevant stakeholders
Qualifications
- 5+ years of related experience
- Experience in a large, complex organization
- Deep understanding of HR, staffing, MSPs, VMS, employment law, and worker classifications (1099/IC)
- Previous direct experience working with a Managed Service Provider (MSP) is critical
- Bachelor's degree in Human Resources, Business Administration, Procurement, or a related field
- Proficiency with Vendor Management Systems (VMS) such as Beeline, Fieldglass, Workday, or similar platforms
- Strong communication, facilitation, and stakeholder management skills, with ability to influence up and down the organization
- Proven experience in documenting and optimizing "As-Is" and "To-Be" Processes
- Highly analytical, with strong problem-solving skills and a data-driven approach to decision-making
- Ability to lead projects, including change management, policy alignment, and compliance tracking
- Ability to take broad challenges and identify analyze options, breaking them down into initiatives capable of implementation
- Ability to work independently and manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Experience and/or certifications in project management, process improvement (e.g., Design Thinking, Lean Six Sigma)
- Experience with Process Flow tools (Lucid, Visio) and data visualization (e.g., Power BI, Tableau)
- Experience with financial tools and budget management related to contingent workforce programs
- Familiarity with global contingent workforce programs
- Proficiency in using AI tools and digital platforms to improve productivity
Relocation
- 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 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).
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About GM
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Why Join Us
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. Every day, we want every employee to feel they belong to one General Motors team.
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Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
General Motors 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 [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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Performance Bonus
- Relocation Assistance
- Stock Purchase Program
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Woman founded/led
- Employee Resource Groups (ERG)
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