Roadside Experience Analyst

Description
This role is categorized as hybrid. This means the successful candidate is expected to report to Warren - GM Global Technical Center, three times per week, at minimum or other frequency dictated by the business.
The Roadside Experience Analyst is a pivotal role responsible for the direction of our Roadside suppliers by ensuring execution of our Service Level Agreement KPI's. This leader also leads a team of billing analysts, responsible for auditing Roadside service spend.
The Roadside Experience Analyst is accountable for the Customer Experience, monitoring and evaluating Key Performance Indicators (KPI's) daily. KPI's include: Customer Satisfaction, Net Promotor Score, as well as estimated and actual times of arrival. This leader is empowered to make recommendations, with the goal to improve the advisor and customer Roadside experience.
Duties:

• Provide leadership to supplier on billing submission processes (weekly meetings) and leads 2 billing auditors
• Track financial monthly and annual spend to identify trends and budget forecasts
• Collaborate with a variety of business stake holders including Customer Care and Aftersales, Dealers, Product teams, and Contact Center teams to implement the long term strategy for Roadside assistance.
• Monitor Roadside experience interactions, service levels and customer satisfaction results
• Support KPI reporting capability to allow for use across business channels
• Coordinate with the global Roadside efforts to establish and lead best practice execution
• Participate i weekly business reviews and Quarterly Executive reviews
• Maintain Vendor Relationships and accountability, specifically related to monetary spend

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
Additional Description
Your Skills & Abilities (Required Qualifications):

• 2 + years of experience working closely with suppliers in a customer support role
• Proficient in MS Office products
• Demonstrated ability to drive results
• Demonstrated customer focus by investigating and taking action to meet customer's current and future needs.
• Demonstrated ability to perform in a fast paced and complex work environment
• Demonstrated ability to manage multiple projects/programs
• Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to suppliers that improve performance
• High level of analytical ability where problems are unusual and difficult
• Strong verbal and written communication skills

What Will Give You A Competitive Edge (Preferred Qualifications):

• Previous call center experience preferred
• Bachelor's degree preferred
• Previous experience with a business outsource model
• Financial Experience

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.
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