Customer Experience Team Leader III
GM Financial · Arlington, TX · 3 days ago
HybridInformation TechnologyFull-time
Responsibilities
- Execute strategies and initiatives to optimize customer experience and center performance
- Support corporate initiatives and facilitate an understanding of business needs
- Ensure adherence to standardized platform and consistent processes
- Lead team in a manner that effectively maximizes business results and employee satisfaction
- Protect interest of company by ensuring actions of self and others are in compliance with policies and laws
- Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct
- Identify and address anything that takes away from a safe and healthy work environment
- Effectively use reward and recognition tools to drive business results
- Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
- Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
- Provide recommendations regarding personnel decisions including, but not limited to staffing levels, hiring, recognition, salary increases, performance evaluations and terminations
Qualifications
- Advanced knowledge and understanding of GM Financial accounts, policy and procedures
- A passion for providing an outstanding customer experience
- Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict
- Possess selling and negotiation skills to help build customer loyalty and retention
- Proven ability to effectively lead through change
- Effective oral and written communication skills
- Demonstrated ability to link specific activities to desired results
- Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization
- Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
- 2-3 years with at least 1 year at GM Financial in a leadership capacity
- ≥ 3.6 MPJ or meet/exceeds mid-year (must be in good standing)
- Demonstrated commitment to self improvement – by completing a “My Development Plan”
Additional Knowledge and Skills
- Working effectively within an AI enabled environment
- Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
- Experience integrating AI into workflows to improve efficiency or insights
- Familiarity with AI assisted research, summarization, and content generation
- Understanding of responsible AI use, including ethics and data protection
Education & Work Experience
- High School Diploma or equivalent Required
- Associate Degree Preferred
- Bachelor’s Degree or equivalent combination of education and experience Preferred
- Master’s Degree Preferred
- Experience in a customer service environment or related work experience required
What We Offer
- Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
- Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.
- Competitive pay and bonus eligibility.
- Flexible hybrid work environment, 2-days a week in office.