layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Manager, Customer Support & Data Analytics – Fleet at General Motors

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 leverage data and analytics to identify issues, communicate insights, influence cross-functional decisions, and solve complex problems
Working knowledge of connected vehicle ecosystems, including APIs, telematics, mobile applications, Wi-Fi hotspots, over-the-air (OTA) capabilities, and infotainment systems, or similar connected product domains
Experience managing escalations for large, high-value accounts and partnering with Sales or Account teams on customer-facing communications
Experience applying structured problem-solving and continuous improvement methodologies, such as Six Sigma, Agile, Total Quality Management, Kaizen, or similar frameworks

Manager, Customer Support & Data Analytics – Fleet

Employer job description

The Role

What You’ll Do

What Can Give You a Competitive Advantage (Preferred Qualifications)

Why Join Us

Benefits Overview

About this listing