Manager, Customer Support & Data Analytics – Fleet

Job Description The Role The Manager, Customer Support & Data Analytics – Fleet will lead a team responsible for designing, monitoring, and continuously improving the end-to-end customer support experience for GM’s Fleet and Commercial connected vehicle customers, including large rental and corporate fleet accounts. You will leverage customer case and connected vehicle data to identify recurring issues across fleet applications, APIs, connected vehicle platforms, and telematics services. Working closely with Product and Engineering teams, you will drive long-term solutions and develop tools, processes, and interim solutions to resolve complex customer and fleet management challenges. Your goal is to ensure Fleet and Commercial support operations deliver a best-in-class customer experience, with a focus on customer satisfaction, first-contact resolution, and speed to resolution, while meeting the unique needs of large-scale, revenue-critical fleet accounts. What You’ll Do Lead a team of customer experience leaders and data analysts responsible for Fleet and Commercial customer support, analytics, and complex escalations Own the customer experience measurement and analytics strategy, including performance scorecards, trend analysis, root-cause identification, and insights across customer satisfaction, resolution time, case volume, escalations, transfer rates, and recurring customer issues Leverage connected vehicle, customer interaction, and case data to identify trends, predict emerging issues, uncover root causes, and translate complex data into actionable insights that influence Product, Engineering, Quality, and Field priorities Develop dashboards, reporting, and analytical frameworks that provide visibility into customer behavior, operational performance, product issues, and opportunities to improve the customer experience Lead operating cadences that bring together Operations, Product, Engineering, Sales, and leadership to review insights, prioritize issues, and drive data-informed decisions Partner with Product, Engineering, and Contact Center teams to translate analytical insights into tools, workflow improvements, and digital self-service solutions Serve as an escalation leader for large Fleet and Commercial customers, partnering with Sales and Account teams to resolve revenue-sensitive issues and maintain customer confidence Design and implement solutions, processes, and interim measures to address complex Fleet and Commercial customer issues Develop support processes for new vehicle features, connected services, application releases, and digital experiences, including playbooks, training, success measures, and post-launch analysis Deliver regular business and product reviews through data-driven storytelling, clearly communicating trends, customer pain points, root causes, risks, and recommended actions to senior leadership Champion process excellence across customer support operations, including case management, knowledge management, escalation handoffs, and resolution quality Partner with global teams to support the international expansion and consistency of Fleet and Commercial customer support models Manage headcount, budget, and operating costs while improving productivity and team effectiveness Lead team culture, safety, engagement, and development, fostering a high-performing and inclusive work environment Your Skills and Abilities (Required Qualifications) Bachelor’s degree in Data Analytics, Business, Engineering, Information Systems, or a related field, or equivalent professional experience 10+ years of experience in analytics, service design, or operations focused on delivering and improving customer support experiences within a complex, multi-unit environment 3+ years of leadership experience managing a team Experience designing and implementing advisor processes and customer journeys, ideally within contact center, B2B/enterprise account, or digital support environments Demonstrated ability to …

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