Director, Onstar Digital Services

**Work**Appropriately** Hybrid: This position requires to work 3 days on site 2 days at home remote on a full-time basis **C**ustomer experience** - Design and define with the team the strategy to have a holistic customer view, from the aftersales, sales, product, and dealer perspective. - Work with different business and product teams (Local and regional) to defin e the strategy and execution for Mexico Digital Journey. - Lead efforts (dealer facing) to support CSI improvement strategies (Sales and After sales) - Critical case management - Drive Customer Experience K PIs towards an industry leading position within the Mexican market, including CSI, JDPower, Pulse etc - Implement and continue engagement strategies to Foster customer centric culture **OnStar Marketing**& Sales** - Lead efforts towards delivering KPIs / OKR. Financial, and sales performance. Maintain Mexico te am as benchmark in performance. **Retention above 70%, Churn**below**4%, EBIT MARGINS above 25**% ,**GMF Penetration above 70%** - Responsible for P&L for the OnStar & Digital Commerce Mexico Operation - Lea d initiatives to increase brand awareness (internal and external ) - Manage key customer relationships (Insurance companies, fleet customers, Daily Rental & Leasing companies) - Continue building the fundamentals to support full DRPO / On S tar included within the vehicle portfolio and GMF financial products **Planning & Strategy Alliances** - Work with different business and product teams (Local and regional) and portfolio planning organization defining the strategy, portfolio connectivity enablement for Mexico and Central American & Caribbean countries - Manage relationship and process improvements with Roadside assistance supplier (MAPFRE) - Telefonica (Carrier service provider). Co jointly manage relationship with mobile service carrier to support OnStar operation. **Contact Center** Call Center (customer & dealer facing ) for Mexico, Central America and Caribbean region. **Connected Call Center** - Oversight with Teleperformance (CC service provider) in order to improve performance, metrics overall all SLA for Customer, dealers, parts and Eme **PR**and Governmen**t**Affairs OnStar** - B usiness **representative for government authorities**, alliances. (Legal representative) - **National Guard**and Red Cross**main contact to support SVA / EMER alliances - OCRA. Manage relationship and business opportunities to improve SVa (OCRA = vehicle recovery institution) - **Media interaction**for Mexico OnStar business. **Connected Operations** - Ensure adequate performance of key Suppliers including **Call Center, Agencies, Carriers, etc.** - Key interactions with Telefonica to ensure future business opportunities and new subscription models for Mexican Market **Executive Committee and NSC Staff** - Support the development and execution of diverse initiatives that impact NSC P&L plus diverse initiatives ranging from DEI & WOC to future portfolio to MS **Additional Job Description**: Daily operation, new products, new channels, new alliances, new services. Connected vehicle strategy, brand awareness, reputation, customer impact. CSI KPIs enterprise level. Main legal representative for Mexico OnStar business Vendors negotiations Create new alliances to generate commercial strategies Main contact and business representative for sales, government, authorities, alliances. Main external contact to the media for Mexico OnStar business. Commercial, Marketing, Sales, Budget, Government, alliances. Executive interaction in order to take Mexico decisions. Products, Strategy, KPIs, Technology, Innovation, Customer Experience & Loyalty **Knowledge/Education**: - Sales & Marketing or related experience - Program / project management - Product planning and strategy - Supplier and strategic partner relationships - Complex legal and regulatory environment - Strong financial acumen - Knowledge of GM organizational structure and processes **Skills**: - Strong communication skills to a senior executive level - Strong Commercial & Business Acumen - Strategic Agility - Establishing Vision and Purpose - Drive for results **Experience**: - 15+ years of experience in sales, marketing, finance, customer experience, areas - Bachelor’s degree - MBA strongly preferred - Experience in Sales/Marketing function, with responsibilities for Revenue/P&L management - Experience in strategy/planning role strongly preferred - Experience building and managing highly engaged teams This position require s to have a driving license due to regular responsibilities and role. - This position requires the ability to legally operate a motor vehicle on a regular basis. A company Vehicle will be provided for this role with successful completion of a Motor Vehicle Report review. General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We respect and val