Lead, GM Energy CX Transformation – Care Operations

Care Operations

• Serve as a CX transformation lead for Care, translating the GM Energy CX strategy into specific experience outcomes, stories, and requirements for Care operations.
• Map and maintain end-to-end Care-related journeys (e.g., activation, installation, issue resolution, warranty, billing) to identify pain points, breakpoints, and moments that matter.
• Use VOC, CSAT/NPS, survey results, complaints, and qualitative feedback to prioritize and design experience improvements across channels and touchpoints.
• Lead or co-lead CX design sessions and workshops with cross-functional partners (Care, CX, CS Ops, Product, Legal, Digital, Marketing) to define future-state experiences and supporting policies.
• Contribute to and support the multi-year GM Energy CX roadmap, leading Care-specific workstreams from discovery through pilot and scale in partnership with senior leaders.

Care Operations Strategy & Continuous Improvement

• Provide input and recommendations on strategic direction for GM Energy Care operations across residential and public charging support channels, ensuring alignment with CX principles and customer-back outcomes.
• Partner with Care leadership and CS Operations to define and evolve the Care operating model, including roles, workflows, handoffs, and escalation paths.
• Stand up a continuous improvement pipeline for Care: intake, assess, prioritize, and deliver enhancements to policies, processes, and experiences that reduce effort, improve CSAT, and manage cost to serve.
• Anticipate operational risks and opportunities; recommend mitigations and trade-offs grounded in customer impact, data, and scalability, working independently with limited guidance.

VOC, Measurement & Analytics

• Partner with CX Transformation and Analytics to define and refine the measurement framework for Care experiences, including CSAT, NPS, customer effort, contact-level metrics, and journey-level KPIs.
• Translate insights from surveys, call listening, telemetry, and quality reviews into clear problem statements and prioritized actions for Care and cross-functional teams.
• Co-own and influence dashboard requirements and reporting for Care-related metrics, ensuring they are simple, actionable, and aligned to GM Energy scorecards.
• Build business cases and storytelling that link customer outcomes to operational performance and financial impact.

CRM, Tooling & AI-Enabled Experiences

• Serve as the primary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2, including case design, workflows, routing, automations, and integrations with Telephony and knowledge tools—grounded in intended customer and advisor experience.
• Lead the OneCRM/CRM2 roadmap for GM Energy Care, maintaining and communicating a clear backlog (epics, user stories, configuration changes) aligned to CX and operational priorities, and representing GM Energy needs in enterprise CRM governance forums.
• Own and manage the Care/CX enhancement backlog across OneCRM/CRM2, Telephony, and knowledge tools, working with Product, Digital, and CS Operations to prioritize and deploy changes that enable better experiences and efficient operations within defined guardrails.
• Drive advisor adoption, data quality, and change management for OneCRM/CRM2, partnering with Training and Care leaders to ensure processes, knowledge, and measures are embedded in day-to-day operations.
• Partner with AI working teams to evaluate, design, and deploy AI solutions (e.g., knowledge assistants, routing optimization, self-service, summarization) that improve customer and advisor experience.
• Ensure operational and CX readiness for new digital experiences (apps, portals, proactive notifications, installation journeys), translating experiences into workflows, training, and measurement requirements.

Governance, Change Management & Stakeholder Leadership

• Create and maintain governance routines (e.g., CX huddles, metric reviews, VOC deep dives) that connect Care, CX, and cross-functional partners around shared outcomes.
• Lead change management for Care-related CX initiatives, including communications, training, adoption support, and feedback loops with advisors and leaders.
• Act as a trusted partner and thought leader to Care, CS Operations, Product, and Digital teams; influence decision-making with data, customer stories, and clear recommendations.
• Own or co-own policy and process documentation (e.g., SharePoint content, playbooks, workflows) with a continuous-improvement and CX-first mindset.