About the position

GM Financial is targeting significant growth as it transforms the GM Protection/Insurance Products into a full captive platform. Our team is responsible for bringing the branded General Motors F&I products to market. The AVP Customer Contact Center – GM Protections is responsible for implementation, launch, and maintenance of the front line contact centers for Chevrolet Protection, Buick Protection, GMC Protection, and Cadillac Protection. They will be responsible for the coaching, mentoring and development of multiple teams of front-line employees in a contact center environment. These contact center employees will provide sales and customer service support for direct-to-consumer sales of extended protection products in all locations using multiple contact channels. This leader will be accountable for performance of their team's results in customer satisfaction, operational effectiveness, sales performance, customer retention and risk management.

Responsibilities

• Design and implement the call center’s organizational structure, including defining reporting lines, roles, and responsibilities; develop comprehensive job descriptions for all positions to ensure clarity in expectations, performance standards, and career progression.
• Establish and monitor key performance indicators (KPIs) for call center operations that align with overall business objectives, including metrics for sales conversion rates, customer satisfaction, call handling efficiency, and compliance, to drive accountability and continuous improvement.
• Act as the subject matter expert to develop comprehensive training content for new call center representatives that emphasizes product knowledge, persuasive communication techniques, and closing strategies, alongside customer service skills, system navigation, and compliance standards to drive successful sales conversions and deliver exceptional customer experiences.
• Work closely with Training team to implement and measure training effectiveness
• Establish the “standard of care” for GM Protections customers from quote to post-purchase
• Oversee workforce management processes, including forecasting call volumes, scheduling staff to meet service level agreements, and optimizing resource allocation to ensure operational efficiency and maximize sales opportunities.
• Observe for overall service quality and identify and implement improvements to customer service processes, policies and training
• Perform hiring, performance evaluation and progressive corrective action activities
• Coach, mentor, and develop employees for high performance and further career growth
• Perform other duties as assigned

Requirements

• Ability to motivate in a marketing/product cross-sell environment
• Passion for providing great service to customers
• Collaborative, team-based coaching and performance achievement skills
• Ability to positively lead people through significant change
• Ability to effectively prioritize and balance multiple high priorities
• Knowledge of effective leadership, communication and motivational skills
• Proven experience in managing or working within a sales-focused call center environment
• Knowledge of financial services, home services and/or banking and customer service systems
• Knowledge of after-sale programs, including extended warranties and service plans, with the ability to train and guide teams on effectively presenting and selling these offerings to customers.
• Demonstrated success in progressive leadership opportunities in customer service, financial services or banking call center environment
• 3-5 years Experience in managing or working within a sales focused call center environment Req
• 5-7 years Experience in leadership position in customer contact center environment Req
• 3-5 years management experience Req
• Experience with Customer Service Index (CSI), Net Promoter Score (NPS), or another consumer feedback survey to evaluate performance. Req

Nice-to-haves

• Experience with Voice of the Customer programs, vehicle service contracts or home warranties Pref

Benefits

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
• Competitive salary and bonus eligibility; this role is eligible for company vehicle program.
• Flexible hybrid work environment, 3-days a week in office.