SSM Global Ops CoE - CarBravo Consultant - East

Description

Sponsorship:  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.  

Work Arrangement: This role is categorized as hybrid on NIGHT SHIFT . This means the successful candidate is expected to report to the office when there are meaningful engagements such as trainings, townhalls and executive visits 

The Role

The Global Ops Coe in Manila is a developing team about world class delivery, customer support, driving a disruptive shift in strategy, structure, systems, processes, and technology across the enterprise under GM Sales Services and Marketing (SSM) function.  

A team in Manila will be established to be responsible for the back-end operations of CarBravo dealer coordination on sales performance to be referred as “SSM Global Ops CoE - CarBravo Remote Field Force”. Manila Consultants are expected to receive calls on support for dealers engaging in the CarBravo platform. They will be also tasked to call US Carbravo dealers to coordinate on their sales performance. 

What You’ll Do

Develop CarBravo Process Acumen and Knowledge: Socialize and serve as Subject Matter Expert (“SME”) with comprehensive understanding of the features, values, and benefits of, and enrollment in current CarBravo Program product offerings. – training(s) to be provided 

Enhance Dealer engagement and satisfaction through proactive outreach and support with Dealers to inform them about new, relevant programs, updates, and promotions. 

Responding in a timely manner to Dealer inquiries and providing timely access to information on program details, resources, process assistance, and troubleshooting 

Improving Program adoption and compliance by addressing Dealer concerns promptly, assisting Dealers with resolving issues related to the Program, including inventory management, compliance, pricing strategies, and warranty concerns 

Streamlining communication between Program management and Dealers 

Maintaining a high level of satisfaction with Dealers through consistent, reliable, and professional support 

Help maximize Dealer Pre-Owned operations including throughput, sales, retention, sales and service profitability, and customer loyalty. 

Proactive outreach to ensure Dealers are aware of available resources, compliance requirements, and upcoming deadlines. 

Reputation Management: Advise Dealer on recommended actions to improve online reputation. 

Call Tracking and Analytics: Advise Dealer on tracking analytics for better insights to reduce Call Fail Rate (“CFR”). 

Optimize Inventory:  Advise Dealer relative to the appropriate quality and quantity of vehicles to be Certified for the Dealer’s market. 

Script/FAQ Development, Maintenance, and Customer Approval:  Develop scripts and frequently asked questions for Customer ensuring Customer input and approval prior to using the scripts/FAQs in the CBCC.  Maintain such scripts/FAQs ensuring that the information is fresh and accurate including getting Customer approval for any material changes to them. 

Your Skills & Abilities (Required Qualifications)

1-3 Yrs experience in related role or industry e.g. Customer Service, Business relation Ship management L1/L2 Issue resolution, Customer Analytics 

Degree in Business, Marketing or Equivalent Experience 

Strong communications and negotiation skills  

Ability to build and maintain relationships 

Ability to be a trusted resource for Dealership clients 

Ability to interpret and explain data and solve complex problems 

Experience with U.S. based clients is preferred (CarBravo a mainly US platform) 

Affinity with technology and/or familiarity with analytics tools and techniques

Willingness to work hybrid on night shift, to support East coast time zones.

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

Highly motivated and willing to learn and take on new challenges 

Highly proficient in Microsoft Office applications 

Demonstrated ability to work cross-functionally, in an internal or external consulting role, with proven ability to effectively execute projects and deliver results 

Ability to work independently and with urgency to complete tasks in a dynamic, fast-paced environment 

Ability to travel on an infrequent basis

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. 

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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