Lead the International Operations (IO) Voice of Customer (VoC) Program—owning strategy, governance, and execution that turns customer feedback into action and measurable business outcomes across Retail and Dealer experiences.
Responsibilities include working with internal teams, business partners, and vendors to achieve program goals.
The individual oversees program governance, creates execution plans, and manages schedules.
They track dependencies, address risks or issues, monitor progress, and share program updates.
Additionally, the role focuses on driving process improvements and supporting project planning and execution
- **Support the VoC Program Strategy**:
- Establish, document, and ensure proper execution of VoC Program governance, routines, and standards.
- Organize and manage regular VoC Operating Model routines, including coordinating, scheduling, and facilitating these activities.
- Actively identify, track, and remove obstacles that affect the program's success.
- Handle risk identification, mitigation, and contingency planning to ensure program objectives are met.
- Streamline and oversee the overall VoC Program operations using systematic methods.
- **Collaborate and Coordinate**:
- Partner with project sponsors, cross-functional teams, vendors, IT, and project leads to plan, manage, and deliver program initiatives.
- Define the scope, deliverables, resources, work plan, budget, and timeline for various initiatives.
- Strategize and implement program activities that meet organizational goals.
- Use negotiation, creativity, and influence to ensure successful results in scope, schedule, budget, risks, and resource management.
- **Ensure Program Quality**:
- Develop and implement program assessment protocols to monitor quality, evaluate outcomes, and make improvements.
- Maintain oversight of VoC products and technical platforms, ensuring quality through regular assessments, maintenance, and new feature development.




- Coordinate with vendors to ensure alignment with program standards and governance.
- **Communicate and Report Program Status**:
- Provide regular updates to CXM VP, IO Leadership, and other stakeholders.
- Share updates through written communication, routine reports, and program meetings.
- **Maintain Standards**:
- Ensure the program delivers high levels of satisfaction, quality, and performance.
- Work with the CX team to understand initiatives, routines, and action plans, and help connect VoC activities organization-wide.
- Bachelor's degree in Business Administration or related field
- Certifications in Program and/or Project Management a plus
- Experience in Program management as a discipline required
- Spanish and/or Portuguese fluency is required
- English proficiency required
- Survey and qualitative research design a plus
- Dealing with complexity, analyzing information, and implementing organizational vision and strategy
- Exceptional leadership, time management, facilitation, and organizational skills
- Working knowledge of digital marketing
- Outstanding working knowledge of change management principles and performance evaluation processes
- Voice-of-Customer Program proficiency required
- Financial services, automotive-retail knowledge required
- Intermediate to advanced skills with Microsoft Excel and Power Point required
- Intermediate to advanced skills with program/project management platforms required
- Ability to effectively communicate and collaborate with internal and external resources to influence and motivate change
- An ability to guide team members and stakeholders through a design thinking approach
- Ability to work well in a fast-paced environment, manage multiple assignments, and meet tight deadlines
- Cognitive and critical thinking skills and the ability to work independently, as well in groups
- General curiosity for complex problem solving and drive for results
- Great visual, verbal, and written communication skills in service of driving strategic purpose and execution
- An ability to work effectively both remotely and in a local GM Financial Office.

📌 Customer Experience Management Sr. Manager (Monterrey)
🏢 Gm Financial
📍 Monterrey