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General Motors Connected Operations Engineer in Detroit, Michigan

About GM

There’s never been a more exciting time to work for General Motors.

To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won’t happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.

Why Work for Us

Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.

Job Description

Connected Operations is a part of the larger Customer Experience Organization within General Motors. We are tasked with measuring and advancing the transition to a digital eco-system while ensuring our interactions are outstanding and drive customer loyalty!

The Technical Operations Engineer will provide data in support of digital solutions that improve overall driver and passenger experiences. A primary role will include defining and supporting Key Performance Indicators, metrics and monitors ensuring efficient performance. This role is technical and requires deep understanding of modern system/application interaction in a high energy and constantly evolving environment.

You will work cross-functionally with business/product owners, IT development and operations, engineering, and call center teams to ensure the flawless delivery of connected services. You will be responsible for reviewing, interpreting, and analyzing data using different tools, statistical techniques, and data management systems to provide relevant insight to internal and external customers. The ideal candidate will also have a strong understanding of Adobe Analytics or Google Analytics.

You will also perform the below responsibilities:

  • Investigate end-to-end system performance and customer experience issues.

  • Implement tools and/or processes to automate routine tasks as necessary to achieve operational efficiencies

  • Work as liaison between technical teams and call center operations to ensure a successful customer experience post in-vehicle implementation, mobile enhancement or back office deployment

  • Seamlessly connect the dots between digital touchpoints, system performance and customer feedback

  • Develop requirements for, and monitoring of, reports/intuitive dashboards and leverage visualization tools for effective story telling

  • Identify, quantify and present digital issues impacting customers to leadership in a clear and concise manner

  • Review system requirements for application changes or improvements, open defects with appropriate supporting information using enterprise tools

  • Work in the digital services support team to bring analytics methods, procedures and standard methodologies to products and services.

  • Participate in technical triages as needed and track corrective action from technical teams to closure

  • Collaborate across multiple teams to align on product KPIs Define, develop, and present standard KPI reports using Adobe Analytics tools

  • Familiarity combining Adobe Analytics or Google Analytics data and back office performance information to provide a more complete picture of the customer experience

Additional Job Description

Required Qualification:

  • Bachelor’s degree in computer science, engineering, information systems or other related field, or equivalent experience.

  • 5+ years of troubleshooting and system analysis experience (operations environment preferred)

  • Proficient with relational database structures (Oracle databases) and SQL development skills

  • Proficient in Adobe Analytics, Google Analytics/or other comparable digital data analytics experience

  • Proficient with Cognos and Tableau or other relevant BI reporting systems

  • Proficiency with MS Office suite and specifically MS PowerPoint and MS Excel

  • Understanding of call center applications, application integration and workflows to support improvements that benefit the user experience.

  • High level of interpersonal, oral and written communication skills

Preferred Qualifications:

Expert knowledge of Oracle DB/SQL query development

Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:

• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;

• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;

• Company and matching contributions to 401K savings plan to help you save for retirement;

• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;

• Tuition assistance and student loan refinancing;

• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors 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. GM 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.

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .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.

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