Sales Enablement Support/Analyst

Description

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

Work Arrangement: This position is categorized as hybrid on the night shift, from Tuesday to Saturday . . This means the successful candidate is expected to report to the office three times per week (or other frequency) as dictated by the business.

The Role

The Global Ops Coe in Manila is a developing team about world class delivery, customer support, driving a disruptive shift in strategy, structure, systems, processes, and technology across the enterprise under GM Sales Services and Marketing (SSM) function.

Within the Sales Enablement Operations team, there are various manual tasks, as well as opportunity for automation and improvements in how the team operates such as managing requests through shared inboxes and upgrading them to a case-oriented tool. There are also manual daily repetitive tasks, and monthly repeatable report requests that may be automated. Lastly, there's weekend support for monitoring business incidents that may happen which impact the field and dealer teams, weekend support enables for a process for communication.

• Support Field team requests from Sales team to assist with their requests related to fixing customer accounts (could be enrollment or billing related)
• Build a usable case tool for the team; incident management; assistance with building self-serve tools for both internal users and Dealer users
• Create and present program outcome reports of aggregated data in a statistically valid and user-friendly format for stakeholders.
• Analyze fleet customer scenarios to have appropriate adjacent tools to support
• Support processing including identifying, troubleshooting, processing and resolving issues for daily systems.
• Create and maintain system and process documentation.
• Utilize your process improvement, system implementation, and project management skills to innovate, deliver solutions, and contribute to global initiatives that impact the results of the company
• Identify and act upon opportunities to streamline and automate processes.
• Data analysis and preparation of reports and dashboards to leadership using Analytics tools such as Power BI, KNIME, etc. to communicate trends, patterns, and predictive analytics
• Update SQL codes to ensure functionality
• Maintain production data integrity through data audits. Coordinate the delivery of insights to appropriate teams using new, existing or curated data
• Assist in planning and facilitating new employee onboarding activities and departing employee off-boarding activities

• A Bachelor's or Master's degree in Data Science, Mathematics, Statistics, Computer Science, Engineering, or a related quantitative field.
• 4+ years of relevant work experience in data analysis, processing, operations, and/or project management, preferably supporting sales, customer, or field operations.
• Experience with SQL coding and querying database & tables
• Demonstrated ability to analyze complex fleet/customer scenarios and use data and tools to recommend and implement effective solutions.
• Proven experience working cross-functionally in an internal or external consulting role, with a track record of effectively executing projects and delivering measurable results.
• Experience supporting field team requests (e.g., account fixes, enrollment or billing-related issues), incident management, and building or enhancing self-serve tools for internal and dealer users is highly preferred.
• Knowledge of and/or experience with case management or ticketing tools and the ability to help design or improve such tools (e.g., replacing shared inbox workflows).
• Familiarity with key systems and platforms such as GAA, OneCRM, Microsoft 365 and Copilot 365, Sterling inboxes, batch/enrollment tools, Slack, OVI, Databricks, and Oracle is strongly preferred.
• Automotive industry background is a plus.

• Demonstrated alignment to GM behaviors: Own the Outcome, Innovate and Embrace Change, Commit to Customers, Lead as One Team, and Move with Urgency.
• Strong data-driven mindset, using customer and operational insights to inform plans, launches, and continuous improvement.
• Highly proficient in oral and written communication skills, including the ability to clearly explain complex scenarios and recommended actions to stakeholders.
• Strong organizational and time-management skills, with a proven track record of efficiently executing complex, repeatable tasks and projects to completion at a high level of quality.
• Demonstrated high level of interpersonal and collaboration skills, with the ability to work effectively across global and cross-functional teams.
• Comfort working in a fast-paced, evolving environment, with a strong innovation and continuous improvement mindset.
• Strong computer skills, especially Microsoft Office (Excel, PowerPoint, etc.) and other productivity tools; familiarity with modern collaboration platforms and analytics tools is important.
• Willingness to work a shift pattern that includes weekend coverage to monitor incidents and support business-critical operations, in line with team needs.