• Autonomous Vehicle Customer Service Strategy Lead

    Posted Date 1 week ago(8/8/2018 11:18 AM)
    # of Openings
    Larry Campbell
    Autonomous/Electric Vehicle
    Recruiter Email
    Job Location
    US-MI-Allen Park
  • Responsibilities


    • This role will require critical thinking, problem solving capabilities, and a “get it done” attitude to help make strategic decisions that will enable our client to be a leader in autonomy, connectivity, mobility, customer experience, and analytics.
    • As the Autonomous Vehicle Customer Support Lead, you will work closely with our client's AV pilot projects to ensure that customer experiences are aligned and supportive of our brand, and position the Company as a trusted partner for commercial and personal customers.







    • Lead AV Customer Support and Remote Operations strategy development by leveraging internal and external knowledge and resources
    • Work with cross-functional teams across the enterprise, from IT (Information Technology), GCCT (Global Contact Center Technology), our client's (Customer Service Division) and PD (Product Development) to execute the strategy and deliver a seamlessly integrated AV Customer Support business operation in a timely and cost-effective fashion
    • Lead multiple projects related to the AV Customer Support operations including objectives, scope, detailed tasks, milestone delivery and timing
    • Distill data, insights, and information into compelling, easy-to-digest presentation materials
    • Fully understand our client's AV business strategy and actively seek opportunities to improve the business model
    • Deliver a customer satisfaction program based on the pillars of:
    • Trust – Customers want to know on-demand support is available in case of difficult/emergency situation
    • In Control – Customers want to be able to access support when needed and get updated on the situation
    • Experience – Customers want to be able to enhance their journey through knowledge / information from Customer Support
    • Experience leading a team and driving the team to actionable results
    • 2+ years in business planning, project management and/or mobility solutions role
    • 2+ in a Customer Service Operational role
    • 2+ years demonstrated analytical skill set including the ability to collect & quickly analyze market and consumer data
    • Able to lead and drive a team to actionable results
    • Strong business acumen
    • Ability to think and act independently in a fast-paced, dynamic environment
    • Hands on experience in the area of direct customer and operational support
    • Drive for knowledge-driven, high quality customer and agent interactions
    • Ability to exceed customer expectations through delivery of a consistent, seamless customer experience across multiple channels
    • Anticipate and plan for emerging technologies in the AV customer service sector
    • Proficient in the ability to plan, organize & drive results in an unstructured environment
    • Demonstrated capability of oral / written presentation skills – able to represent a concise point of view (POV) and communicate ideas in a clear, concise, and compelling manner
    • Proven ability to coordinate complex teams to ensure all aspects of projects are compatible, assumptions are aligned and deliverables are met on time




    • Bachelor’s Degree or in lieu High School Diploma or Equivalent AND 10+ years of customer service experience






    G-TECH Services, Inc. is a leading certified recruitment and placement firm that specializes in providing highly skilled staff in technical fields such as engineering, IT, procurement, finance and accounting. We have well-established relationships with some of the most respected companies in the country and know our clients’ job requirements and corporate cultures. Once we understand your experience and career aspirations, we aim to connect you with the right opportunity.

    At G-TECH, we embrace a personalized approach to professional staffing, recognizing the important link between employee and employer satisfaction. We work tirelessly to connect qualified job seekers with positions that align with their career goals, skillsets and personalities. Upon placement, we support our employees throughout the duration of their assignments, providing them with a direct point of contact who serves as a dedicated advocate and sounding board. As our employees can attest, this approach is consistently effective in bettering the contract employment experience.

    At G-TECH, our mission is simple: we are dedicated to connecting great people with great places to work.


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