Command Center Lead

Job Description

Global Command Center Lead | General Motors

The Tone:
This is a full-time role at General Motors, located onsite in Michigan, USA. General Motors is dedicated to achieving a world with Zero Crashes, Zero Emissions, and Zero Congestion, actively leading the charge for a better, safer, and more equitable future for all. The Global Command Center Lead plays a pivotal role in ensuring seamless customer and operational experiences by continuously monitoring and analyzing real-time business performance across multiple global customer support channels. This position acts as a central coordination point during critical operational disruptions and technical incidents, driving issue resolution, maintaining business continuity, and supporting operations 24 hours a day, 365 days a year.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – USA(Michigan)

• Mission: Ensure seamless customer and operational experiences by monitoring real-time business performance, optimizing staffing, and coordinating incident resolution globally.
• Tech Stack: NICE IEX, Salesforce, CXone, CCPulse, Google Workspace applications, Artificial intelligence and automation tools

What You’ll Actually Do
• Monitor: Monitor and analyze real-time business performance across customer support channels to identify risks and optimize staffing strategies for exceptional customer experiences.
• Lead: Lead incident management activities during operational disruptions, coordinating issue resolution, stakeholder communications, and escalation processes.
• Partner: Partner with workforce management teams and external service providers to support staffing strategies, schedule adherence, and real-time operational needs.
• Develop: Develop, maintain, and enhance operational processes, procedures, and playbooks to ensure business continuity and consistent execution.
• Improve: Identify and implement opportunities to improve operational frameworks, tools, and workflows to drive efficiency, scalability, and customer outcomes.

The Must-Haves
• Background: Bachelor’s degree in Operations Management, Business Administration, or a related field, or equivalent professional experience in contact center, customer service, or customer experience environments.
• Experience: 5+ years of experience supporting contact center, customer service, workforce management, or customer experience environments, with a strong preference for 2+ years leading, coaching, and developing a team. Demonstrated experience using workforce management, customer relationship management, and contact center technology platforms, alongside proven experience leading change management and operational readiness efforts, influencing stakeholders, and driving adoption of new processes.
• Skills: Expertise in operating workforce management, customer relationship management, and contact center technology platforms (e.g., NICE IEX, Salesforce, CXone, CCPulse); ability to analyze real-time and daily operational metrics to identify trends and mitigate risks; proficiency in coordinating incident management activities, stakeholder communications, and escalation processes; skilled in developing, maintaining, and enhancing operational processes and playbooks; capable of identifying opportunities to improve operational frameworks, tools, and workflows.
• Bonus: Experience supporting customer experience programs and partnering with external service providers; proficiency using Google Workspace applications; experience leveraging artificial intelligence and automation tools to improve productivity; demonstrated ability to lead and influence cross-functional stakeholders through incident response and operational escalations; strong analytical and problem-solving skills for interpreting complex data and developing actionable business recommendations; experience presenting operational insights, risks, and recommendations to senior leaders; proven ability to build collaborative partnerships; demonstrated success leading process improvement initiatives.