Customer Experience - CX Connectivity

Job description

Job Description At General Motors Mexico, we don’t just build great cars, trucks and crossovers. We design the customer mobility experience. We are developing cutting edge technology on next generation infotainment systems and in-vehicle connectivity. This technology is a key enabler to things like smarter car sharing programs, more advanced active safety and even autonomous driving. The Vehicle and Connected Operations team and its members operate world’s largest 4G LTE network in the automotive industry, supporting millions of connected vehicles and their services. We make sure that system performance can support business objectives. We drive continuous improvement that directly contributes to GM’s bottom line. About the Operations Engineer role: This position is responsible for ensuring the systems used to provide GM connected vehicle services are operating and functioning properly and the services are delivered successfully to all active subscribers. This role is highly technical and requires deep understanding of modern telematics system interactions and identifying data elements within these systems that can be used to evaluate wireless performance within the end-to-end system. The person in this role will work cross-functionally and globally to collaborate with business/product owners, IT development and operations, engineering, and quality teams, to ensure flawless end to end performance for our subscribers. The selected responsibilities would include performing technical validation/analysis, developing system service level objectives for global initiatives, defining requirements for new product launches, detailing technical/validation steps and building analytical tools. Primary Responsibilities: Fully understand & document system workflows associated back-end interactions, and entire eco-system, including the wireless network elements used to deliver connected vehicle services. Investigate end-to-end system performance and customer experience issues and applying sound technical judgment to data for the development of system remedies Identify current containment systems in place, build and execute a plan to remove. Ensure adequate system requirements are documented for changes to the system platforms by maintaining a close working relationship with IT, Service Delivery, and Engineering departments Effectively lead, motivate and facilitate others in group situations and instruct others to improve system and customer performance in the connected car environment High level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex Establish program monitoring to ensure that customer expectations will be achieved Design and develop performance metrics that represent E2E service delivery performance Critically evaluate customer performance issues and design or leverage existing tools to mitigate customer experience impacts. Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities. Ability to prioritize work with only limited direction from supervisor Prepare and present project plans, status reports, and cost/benefit analysis to leadership. Develop Power Bi dashboards according to the needs. Develop specific data bricks queries for issue investigations Minimum Qualifications: Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience Minimum 7 years’ experience in a lead technical role 3+ years of experience in wireless industry, related to CDMA, GSM, UMTS and LTE technologies Proficiency using and interacting with relational database structures and working knowledge of SQL Advanced english level is required Hybrid: This position requires to work 3 days on site 2 days at home remote on a full-time basis 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 In case you need any reasonable adjustment to continue with your process, let your recruiter know. Remember to attach your CV when applying to this vacancy. 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 value what each individual contribution to our team, including their origin, education, sex, race, ethnic group, sexual orientation, gender expression and / or identity, religious context, age, generation, and disability. We believe that our ability to meet the needs and expectations of an increasingly diverse and global customer base is closely linked to the diversity and inclusion that we experience within General Motors. 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 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 About GM Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Why Join Us We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. Non-Discrimination and Equal Employment Opportunities 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 strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire . Accommodations General Motors 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 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.