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. This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.
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
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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
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Establish programs and execute strategy improving dealer engagement and satisfactions.
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Establish metrics relevant to dealer performance to monitor day to day operations including timeliness, quality of response
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Work with senior leadership on updating tracking mechanisms and metrics regularly to regularly reflect relevant information such as program adoption, issue resolution, inventory management and dealer satisfaction.
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Provide guidance and direction to Remote field Consultants on initiatives around SEO, Social Media, Reputation Management, Digital Advertising and other related web-based platforms.
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Lead remote field Consultants / resources on day to day operational tasks, monitor and assign workload to remote field resources as needed.
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Serve as main POC with other SSM initiatives impacting team operations.
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Integrate across other CarBravo or SSM teams on collaboration opportunities.
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Review and present to leadership status of CarBravo Remote Field Force team development projects at various forums or meetings.
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Monitor and communicate progress of major projects, risks and outcomes to all levels of the organization.
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Perform project migrations and ongoing change management.
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Contribute to the knowledge management repository and support development of tools and documentation to provide training to team members that of Carbravo operations
Your Skills & Abilities (Required Qualifications)
- 7-12 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
- Operations and People leadership – Lead a team of about 10 individuals
- Leader level Communication - Ability to effectively communicate as a leader to various levels of the organization tailored appropriately to the audience
- Ability to solution complex problems as they are escalated by team or customers
What Will Give You A Competitive Edge (Preferred Qualifications)
- Start Up - Creativity balanced with a structured approach to innovate in a new area with minimal formal guidance
- Collaboration - Candidate should be approachable to others and build an internal network. Seek opportunities for collaborative experiences to help accomplish organizational goals.
- Service Innovation - demonstrated experience innovating in a service environment (tools and methodologies such as RPA, LEAN, OPEX, etc.)
- Advancement - Mindset that challenges conventional boundaries and looks for new opportunities across all aspects of a program or project
- Maintains effectiveness in a continually evolving environment
- Demonstrated effective executive communication skills
- Demonstrated ability to work cross functionally in a collaborative, inclusive manner
- Ability to travel on an infrequent basis
