• Manage multiple large and complex projects, leading discovery, design, and delivery, and meeting timelines • Continuously review internal and external operational and technical processes and ensure necessary improvements are successfully implemented • Monitor, manage, and ensure completion of VMS updates to support SimpliFi clients and internal team members • Lead change management efforts and assess/manage the impact of technology changes to current workflows and processes across SimpliFi Clients and internal workflows • Develop and contribute to client deliverables such as workflows, communication plans, project plans and stakeholder agendas • Liaise with technology partners and internal stakeholders to manage/prioritize VMS issue reporting and enhancements • Ensure appropriate implementation-related and ongoing internal training is completed and related training documentation is maintained • Oversee service issue resolution and support to clients and internal team; regularly analyze support ticket activity and report out trends

Role Description Working within a small, collaborative operations team, the Operations Support Coordinator plays an important role in supporting the day-to-day administration of the business. The position is responsible for: - Maintaining accurate operational data - Processing purchase orders and invoices - Managing product and customer information within Zoho - Coordinating the flow of information between internal teams and the warehouse This is a highly administrative position where success is driven by exceptional attention to detail, accuracy, initiative, and the ability to identify discrepancies before they become issues. While the role provides occasional backup support to the Customer Service team, there is minimal direct customer interaction and works primarily with internal stakeholders. - Process purchase orders and invoices accurately and in a timely manner. - Maintain product master data, SKU information, and pricing within Zoho, ensuring records remain accurate and up to date. - Create and maintain customer accounts in Zoho following internal approval processes. - Prepare and distribute packing slips and operational documentation to the warehouse to support daily dispatch activities. - Liaise with warehouse staff and internal departments to obtain information required for daily operations. - Update and maintain daily operational reports, ensuring information is complete and accurate. - Monitor operational data and identify discrepancies or issues requiring investigation. - Assist in maintaining data integrity across business systems and contribute to ongoing process improvements. - Provide administrative support across the operations function as required. - Provide backup support to the Customer Service team during periods of leave or increased workload. - Perform other duties consistent with the position as required. Qualifications - Previous experience in an operations administration, inventory administration, purchasing or similar administrative support role. - Experience using Zoho or comparable ERP/CRM systems would be highly regarded. - High level of accuracy with exceptional attention to detail. - Strong organisational and time management skills with the ability to manage multiple priorities. - Demonstrated critical thinking and problem-solving abilities. - Ability to work independently while collaborating effectively within a small team. - Strong written and verbal communication skills for internal stakeholder coordination. - Experience working within distribution, wholesale, logistics or inventory-based environments would be advantageous. Benefits - Permanent work from home - Monday–Friday: 5:00 AM – 2:00 PM PHT (adjustments will be made for daylight saving time) - HMO with 2 free dependents and medical reimbursements - Government-mandated benefits - Opportunities to work with leading companies in Australia and beyond - Training programmes for career development - Engaging company outings, team activities and wellness sessions - Supportive, inclusive culture - Dedicated managers focused on your growth and success Company Description Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

• Optimize APP utilization across network practices • Develop best-practice care models • Support quality initiatives and advance CVAUSA care model • Serve as a strategic APP leader and subject matter expert • Define APP compensation models by geography, role and experience

Description The GM Energy Customer Experience (CX) Transformation team serves as the center of expertise and champion of the end-to-end GM Energy customer journey. We connect voice of the customer, operational performance, and experience design to deliver consistent, frictionless experience across products, channels, and partners. The Lead, GM Energy CX Transformation - Care Operations is responsible for transforming and continuously improving GM Energy Care operations in service of the broader CX vision. This role blends customer-experience strategy, journey design, and data-driven continuous improvement with deep understanding of Care operations, ensuring that processes, tools, and partners enable effortless support across the GM Energy customer journey. This role reports to the Manager, Customer Experience Transformation - GM Energy and collaborates closely with Customer Success Operations, Care leadership, Product, Field Operations, Marketing, and Analytics. What You'll Do CX Transformation & Journey Design - Serve as a CX transformation lead for Care, translating the GM Energy CX strategy into specific experience outcomes, stories, and requirements for Care operations. - Map and maintain end-to-end Care-related journeys (e.g., activation, installation, issue resolution, warranty, billing) to identify pain points, breakpoints, and moments that matter. - Use VOC, CSAT/NPS, survey results, complaints, and qualitative feedback to prioritize and design experience improvements across channels and touchpoints. - Lead or co-lead CX design sessions and workshops with cross-functional partners (Care, CX, CS Ops, Product, Legal, Digital, Marketing) to define future-state experiences and supporting policies. - Contribute to and support the multi-year GM Energy CX roadmap, leading Care-specific workstreams from discovery through pilot and scale in partnership with senior leaders. Care Operations Strategy & Continuous Improvement - Provide input and recommendations on strategic direction for GM Energy Care operations across residential and public charging support channels, ensuring alignment with CX principles and customer-back outcomes. - Partner with Care leadership and CS Operations to define and evolve the Care operating model, including roles, workflows, handoffs, and escalation paths. - Stand up a continuous improvement pipeline for Care: intake, assess, prioritize, and deliver enhancements to policies, processes, and experiences that reduce effort, improve CSAT, and manage cost to serve. - Anticipate operational risks and opportunities; recommend mitigations and trade-offs grounded in customer impact, data, and scalability, working independently with limited guidance. VOC, Measurement & Analytics - Partner with CX Transformation and Analytics to define and refine the measurement framework for Care experiences, including CSAT, NPS, customer effort, contact-level metrics, and journey-level KPIs. - Translate insights from surveys, call listening, telemetry, and quality reviews into clear problem statements and prioritized actions for Care and cross-functional teams. - Co-own and influence dashboard requirements and reporting for Care-related metrics, ensuring they are simple, actionable, and aligned to GM Energy scorecards. - Build business cases and storytelling that link customer outcomes to operational performance and financial impact. CRM, Tooling & AI - Enabled Experiences - Serve as the primary business owner for GM Energy Care and CX capabilities in OneCRM and CRM2, including case design, workflows, routing, automations, and integrations with Telephony and knowledge tools-grounded in intended customer and advisor experience. - Lead the OneCRM/CRM2 roadmap for GM Energy Care, maintaining and communicating a clear backlog (epics, user stories, configuration changes) aligned to CX and operational priorities, and representing GM Energy needs in enterprise CRM governance forums. - Own and manage the Care/CX enhancement backlog across OneCRM/CRM2, Telephony, and knowledge tools, working with Product, Digital, and CS Operations to prioritize and deploy changes that enable better experiences and efficient operations within defined guardrails. - Drive advisor adoption, data quality, and change management for OneCRM/CRM2, partnering with Training and Care leaders to ensure processes, knowledge, and measures are embedded in day-to-day operations. - Partner with AI working teams to evaluate, design, and deploy AI solutions (e.g., knowledge assistants, routing optimization, self-service, summarization) that improve customer and advisor experience. - Ensure operational and CX readiness for new digital experiences (apps, portals, proactive notifications, installation journeys), translating experiences into workflows, training, and measurement requirements. Governance, Change Management & Stakeholder Leadership - Create and maintain governance routines (e.g., CX huddles, metric reviews, VOC deep dives) that connect Care, CX, and cross-functional partners around shared outcomes. - Lead change management for Care-related CX initiatives, including communications, training, adoption support, and feedback loops with advisors and leaders. - Act as a trusted partner and thought leader to Care, CS Operations, Product, and Digital teams; influence decision-making with data, customer stories, and clear recommendations. - Own or co-own policy and process documentation (e.g., SharePoint content, playbooks, workflows) with a continuous-improvement and CX-first mindset. Your Skills & Abilities (Required Qualifications) - Bachelor's degree in a relevant field such as business, engineering, supply chain/operations, data/analytics, or related discipline. - 5+ years of experience in operations management and/or Sales, Service, Marketing (SSM), with at least part of that in a customer experience, customer success, or transformation-oriented role. - Demonstrated experience in customer journey mapping, VOC/CSAT/NPS programs, or CX transformation from insight through implementation. - Strong CRM and digital experience (e.g., Salesforce, contact center platforms, eCommerce, or large-scale digital transformations and integrations, including AI-enabled capabilities). - Proven program management skills (roadmapping, prioritization, resource alignment, dependency management, risk mitigation, and execution to outcomes). - Experience with aftersales, warranty, service, or care operations, with understanding of how policies and processes impact customer experience. - Strong analytical and storytelling skills, including familiarity with tools such as Microsoft Office, Salesforce reporting, Power BI, and Lucid for turning data and journeys into clear narratives and decisions. - Experience with AI tools utilization, development, and/or improvement in a customer-facing context is a plus. - Demonstrated ability to partner with internal and external stakeholders to drive mutually beneficial outcomes and manage complex cross-functional initiatives. - Excellent facilitation, workshop, and communication skills-comfortable presenting to and influencing Senior Leadership on defined workstreams. - Experience in training and content development (e.g., playbooks, knowledge articles, learning materials) preferred. - Desire to work in a complex, evolving, and fast-paced environment, bringing an innovation and continuous-improvement mindset. - Previous experience with energy storage, EV charging, or related energy/clean tech products across multiple regions is desirable. - Willingness to travel 15-20% as necessary to execute responsibilities. - A paragon of GM's cultural behaviors, with a strong orientation toward customer obsession, accountability, and collaboration. What Can Give You a Competitive Advantage (Preferred Qualifications) - Track record of leading or significantly contributing to CX or operational transformation, ideally in a service or care environment. - Strong knowledge of customer care, aftersales, and warranty and how they shape customer perception and loyalty. - Experience working at the intersection of operations, digital product, and customer-facing teams, ideally within a start-up or high-growth environment. - Interest in developing technical proficiency in GM Energy products and ecosystems, including charge times/lengths, charger types, customer requirements, and broader benefits of energy solutions beyond charging. - Demonstrated ability to motivate and influence without formal authority, building coalitions around customer and business outcomes. NO RELOCATION Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate. • The salary range for this role is $92,500-$139,600. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position. • Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. Benefits: • Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more. #LI-LK1 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 based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}. The selected candidate will be required to travel <25% for this role. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate. 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. Total Rewards | Benefits Overview From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. Non-Discrimination and Equal Employment Opportunities (U.S.) 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. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 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 [email protected] 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.