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 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

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Knowledge and experience with database management, cloud platforms, and visualization tools, including Apache Hadoop, Oracle PL/SQL, Teradata, Apache Cassandra, Apache Hive, NoSQL, Microsoft Azure, Power BI, and Oracle Business Intelligence Enterprise Edition
• Strong communication skills, with the ability to simplify complex topics and present clearly to senior leadership
• Ability to operate in a fast-paced environment, manage multiple priorities, and lead through change
• Experience with CRM and contact center ecosystems, such as Salesforce, including AI-enabled capabilities such as Next Best Action, Call Summarization, and Agent Assist
• Experience with connected vehicle telematics, fleet management, telecom, subscription-based digital services, telematics APIs, or B2B commercial vehicle platforms
• Experience partnering with and influencing Product, Software, and Data Engineering teams
• Experience leading global or multi-region operations and vendor partnerships, including support for international market launches

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

The selected candidate will be required to travel <25% for this role.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About TEI

As a global leader in the design, engineering and manufacturing of prototype, pre-production and mass production equipment for the casting industry, Tooling & Equipment International­ – TEI – delivers the utmost in quality.

Why Join Us

TEI is committed to customer service and satisfaction. People are our most important assets. Our employees have extensive experience; many have worked for decades within the company and industry. This wealth of experience is reflected within our products and heritage.

Compensation/Benefits

The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance0.

TEI offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

Diversity Information

TEI is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. TEI is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

TEI is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. TEI is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.​

TEI is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. TEI is also committed to take affirmative action to employ and advance in employment such persons.

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About TEI

As a global leader in the engineering and manufacturing of prototype and low volume production machined aluminum castings for automotive, aerospace and many other industries, Tooling & Equipment International­ – TEI – delivers the utmost in quality and speed to market. TEI products are of the highest quality and are backed by a reputation for innovation, design excellence, and precise first-time performance.