Every launch, OTA update, and recall is a chance to deepen customer confidence and loyalty. This team ensures customer‑ready education reaches owners at the right moment, in the right channel, in the right format—consistently, accurately, and on time—operating from the single Gold Source (Owner’s Manual‑anchored content). How this role connects to the CET Vision: orchestrate the cross‑channel delivery that helps GM win the shop, onboard effectively, and keep customers in the Affinity Loop as Promoters.
The CX Manager – Product Knowledge - Launch, Execution & Distribution combines Strategic Thinking and Operational Excellence. Drive on‑time, customer‑ready execution and distribution of product education content across all channels and markets. Ensure OM‑anchored content and related assets are accurate, compliant, and consistently deployed for every launch, OTA, recall, and key journey touchpoint. Lead with operational rigor and action orientation; be customer obsessed; be hands‑on with AI for tagging/QA/localization; and use clear in‑house vs partner decision frameworks to balance speed, quality, risk, and cost.
KEY RESPONSIBILITIES
SUCCESS CRITERIA
REQUIREMENTS
NICE TO HAVE QUALIFICATIONS
CULTURE TO CREATE (based on Workplace of Choice)
Build a calm‑under‑pressure, deadline‑driven culture that takes pride in getting the right information to the right customer at the right time. Promote GM Behaviors—Move with urgency, Be inclusive, Lead as one team, Own the outcome, Speak fearlessly, Win with integrity, Commit to customers, Innovate and embrace change. Workplace of Choice means organized workflows, visible removal of blockers, psychological safety to raise risks early, and recognition for flawless execution.
#LI-MO1
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}.
This job may be eligible for relocation benefits.
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