Voice Of Customer Program Management Sr Specialist

Why GMF?

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers.

The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets.

Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

About the role

The Customer Experience Management (CXM) Senior Specialist is a critical role in the Program Management of the GMF IO Voice of Customer Program.

The VoC Program is a core business strategy of GMF, designed to enable connection to the variety of Retail and Dealer customers we serve across IO through gathering, analyzing, and acting upon customer feedback and voice.

The CXM Sr Specialist is responsible for the successful execution of the IO VoC program strategy and operations through a highly disciplined approach in close collaboration with various GMF business partners, team members and program vendors.

This individual will assume end-to-end accountability for single or multiple concurrent program related projects and overall program execution.

The CXM Senior Specialist will lead and manage the program governance and will coordinate the work of project and program leads, create, and maintain interlocking execution plans and schedules of the VoC program, track program interdependencies, maintain and present status of the VoC program, track, and address risks / issues at the VoC program level, among other duties.

In addition to Program Management duties the CXM Senior Specialist will provide process leadership and support in structuring projects and executing projects and will lead program-oriented process improvement initiatives.

The ideal candidate will have a sharp business mind and a proven ability to strategize and implement high-level program initiatives.

As a natural born leader, you will have a strong talent for strategic execution, impeccable communication skills, program and project coordination and delegation.

Ultimately, you are motivated by the desire to optimize productivity and nurture program success from inception to completion, with a passion to always make things right for our GMF customers.

The CXM Sr. Specialist is expected to have background academic formation and exposure to managing programs and systems that include multiples stakeholders and change management methodologies, system management, visual graphic design, visualization techniques and communication to deliver high quality standard materials and maintain the professional image of Customer Experience Management.

Note : The position will be located in the home country of the internal candidate (no relocation required).

What you need

• Bachelor’s Degree in Business Administration or related field
• Certifications in Program and / or Project Management a plus
• Experience in Program management as a discipline required
• Survey and qualitative research design a plus
• Dealing with complexity, analyzing information, and implementing organizational vision and strategy
• Exceptional leadership, time management, facilitation, and organizational skills
• Working knowledge of digital marketing
• Outstanding working knowledge of change management principles and performance evaluation processes
• Voice-of-Customer Program proficiency required
• Financial services, automotive-retail knowledge required
• Intermediate to advanced skills with Microsoft Excel and Power Point required
• Intermediate to advanced skills with program / project management platforms preferred
• Ability to effectively communicate and collaborate with internal and external resources to influence and motivate change
• An ability to guide team members and stakeholders through a design thinking approach
• Ability to work well in a fast-paced environment, manage multiple assignments, and meet tight deadlines
• Cognitive and critical thinking skills and the ability to work independently, as well in groups
• General curiosity for complex problem solving and drive for results
• Great visual, verbal, and written communication skills in service of driving strategic purpose and execution
• An ability to work effectively both remotely and in a local GM Financial Office
• Multi-lingual preferred

What you will be doing

Facilitate the execution of the IO VoC Program strategy by establishing, documenting, and ensuring proper execution all VoC Program level governance, routine, and standards : Organize, execute, and maintain standard VoC Operating Model governance and routines, including coordination, scheduling, and facilitationBe proactive and exercise initiative in identifying, tracking, and removing barriers to program success.

Approach risk identification and mitigation, accordingly, including establishing contingency plans and initiating corrective actionOrganize, manage, and streamline the IO VoC Program operations overall through rigorous methods

• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to Program execution
• Work closely with project sponsor, cross-functional teams, vendors, IT and assigned project leads to plan, develop, and manage scope, deliverables, required resources, work plan, budget, and timing for multiple program initiativesStrategize, frame, implement, and maintain program initiatives that adhere to organizational objectivesUse negotiation, influence, and creativity to achieve successful outcomes around scope, schedule, cost / budget, issues / risks, and resources
• Develop and execute overall program assessment protocols for Quality Assurance and Control, ongoing evaluation, and improvement
• Maintain oversight of the IO VoC product and technical platforms, with constant QA / QC routines, maintenance, and new function developmentVendor management and coordination, in alignment with Program standards and governance
• Maintain regular program status updates with CXM VP, IO Leadership and other key program stakeholders through written communication and routines as well as hosting program meetings
• Maintain organizational standards of satisfaction, quality, and performance
• Responsible to coordinate and work with CX team members to understand and leverage routines, initiatives, and action plans to help connect VoC at all levels

What we offer

At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.

Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.

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Disclaimer

Colombia - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization.

We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, disability, or any other that undermines human dignity and aims to nullify or impair people s rights and freedoms.

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