Customer Satisfaction Index Manager (CSI), US & Global

Description
This role is categorized as HYBRID . This means the successful candidate is expected to report to GM - Cadillac Tower three times per week, at minimum. This job may be eligible for relocation benefits.
In this role, the CSI Manager will be responsible for managing a small team, leading the operations, and overall execution of the CSI dealer sales and service customer survey and program, both US and global, ensuring efficient and effectiveness of tools, technology and processes. The CSI team is innovative and solution-oriented champions of high-performance and customer satisfaction.
The CSI Manager and team are pivotal in transforming feedback into actionable insights, solving systemic challenges, and communicating throughout all levels of the company.
Role Responsibilities:

• Lead a small team of direct reports (analysts)and indirect reports (analysts) that support the US and Global CSI Operations
• Key owner of vendor relationship for US and Global CSI, and responsible for ongoing operations of the survey, data collection, and user dashboards.
• Lead the development of CSI enhancements including survey design, methodology and dashboard development
• Act as the voice of the field and dealer, identifying pain points and proactively designing innovative solutions that enhance the user journey and experience.
• Manage the US CSI budget as well as work with Global CSI stakeholders to ensure they are budget compliant

Additional Description
Role Qualifications:

• Bachelor's degree required, Business, Communications, or related field preferred
• Minimum 2 years direct dealer contact experience in sales and/or service operations
• Minimum 7+ years professional experience in an automotive, customer satisfaction, data analytics or a combination of experience in related areas
• Ability to influence and manage ambiguity and multiple projects within defined timelines
• Exhibits self-initiative, fast-learning, and adaptable and effective leadership styles
• Act with urgency, while driving operational excellence and keeping the customer at the center of everything that we do
• Effective presentation and communication skills, as well as work collaboratively and maintain/grow relationships with all levels of the enterprise and key external partners

A company vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.
Preferred Role Qualifications:

• Experience or familiar with GM tools and programs (SFE, EBE, PASE)

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

• #LI-MO1

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