13 jobs for "Gerente de Performance, MIS & Customer Insights (Customer Experience)"

Description

Field Work Arrangement: This is a field-based position that requires 50% or more travel to dealerships within the assigned territory on a recurring basis. The selected candidate must currently reside within the territory of Des Moines, Iowa or be willing to relocate to Des Moines, Iowa or a surrounding area approved by leadership within 60 days of the start date.

The Role

The District Manager, Parts and Service (DMPS) is a strategic field leadership role responsible for driving aftersales performance across a defined region. This position partners closely with dealership leadership to execute GM's Customer Care & Aftersales initiatives, improve customer satisfaction, and grow revenue. The DMPS leverages data-driven insights, operational expertise, and consultative influence to deliver measurable results in a dynamic and evolving automotive landscape. The DMPS reports directly to the Zone Manager - Parts & Service and plays a key role in executing strategy with dealership operations.

What You'll Do

• Demonstrate extreme ownership of district performance across Revenue, Customer Retention, and Customer Experience.

• Act as a trusted advisor to dealer leadership, fostering strong partnerships and strategic alignment.

• Drive revenue growth and achieve Key Performance Indicators (KPIs) through effective execution of all Customer Care & Aftersales (CCA) programs and initiatives.

• Lead standardized dealer contact processes, focusing on dealer-specific priorities and GM performance objectives.

• Analyze dealership marketing and merchandising strategies, offering actionable recommendations to increase service lane traffic.

• Develop and execute annual Business Plans, leveraging data-driven strategic insights to address market challenges and operational headwinds.

• Apply analytical thinking to assess dealership performance, identify trends, and implement targeted solutions and processes that improve operational efficiency and customer satisfaction.

• Operate with a high degree of autonomy, managing priorities and making decisions that drive business outcomes.

• Maintain a results-driven approach, consistently striving to exceed performance targets and deliver measurable improvements.

• Resolve aftersales customer concerns, including but not limited to: Service Parts Assistance Center (SPAC), Customer Assistance Center (CAC), Technical Assistance Center (TAC), Goodwill, Warranty, and Policy Requests.

• Monitor and achieve key performance indicators (KPIs), including: Sales Reporting Tool (SRT) objectives, Net Promoter Score (NPS), Customer Retention, Service Training Standards (STS) compliance, EV Training & Compliance.

• Demonstrate deep understanding of Service & Parts Operations, including: Automotive Parts and Service Systems, Dealer Operating Reports & Fixed Ops Analysis Tools, Profit department structures and interdependencies, Consultative selling techniques.

Your Skills & Abilities (Required Qualifications)

• Bachelor's Degree or equivalent professional experience.

• 3+ years of experience in Sales, Service, or Operations with a proven track record of driving revenue growth.

• Strong automotive industry knowledge and business acumen, including service operations, warranty processes, and customer experience management highly preferred.

• Ability to travel up to 50% to different locations within your territory.

• Proficiency in Microsoft Excel, including data analysis, reporting, and visualization tools.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Excellent oral and written communication skills, with the ability to inform and persuade effectively.

• Leverage data analytics tools to extract actionable insights that drive revenue growth, optimize operational performance, and elevate the customer experience.

• The ability to manage multiple tasks, adapt and thrive in a changing environment where there is a degree of ambiguity.

• Builds and maintains strong internal and external relationships.

• Drives results and leads change with confidence and clarity.

• Communicates persuasively and informatively across all levels.

• Applies analytical thinking to solve complex problems and make data-informed decisions.

• Demonstrates strategic business planning capabilities to align dealership goals with broader organizational objectives.

• Maintains a results-driven mindset, consistently pursuing excellence and accountability.

• Demonstrates strong problem-solving skills by identifying root causes, developing actionable solutions, and implementing improvements that enhance dealership performance and customer satisfaction.

• Takes initiative and thrives in dynamic environments.

• Maintains a strong customer focus and resolves conflicts effectively.

Sponsorship Eligibility:

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).

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.)

This role is categorized as remote; however, the selected candidate must live in an approved city within the assigned territory or be willing to relocate. The candidate will be required to relocate, or already reside in the approved city no later than the timeline provided at offer.

The selected candidate will be required to travel at least 50% or more on a frequent basis.

Relocation benefits are available for candidates who qualify under company policy.

This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

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 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 1-800-865-7580. 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.

About General Motors

We’re on a journey to create a world with zero crashes, zero emissions and zero congestion.

Size: 10,000+ employees
Industry: Engineering

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