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Customer Experience Project Administration Manager

at GM Financial

Posted: 2/5/2019
Job Reference #: 34555
Keywords: operations

Job Description

  • Job LocationsUS-TX-Fort Worth
    Requisition ID
    Employee Type
    Full Time-Regular
    Customer Experience / Customer Service
  • Overview

    The Customer Experience Project Administration Manager role is a hybrid between Workfront system administration and project management. This team member will be responsible for the development, implementation and maintenance of Workfront system and will also manage a portfolio of projects that drive strategic initiatives designed to provide superior customer experiences. This position supports the Workfront system and processes to resolve challenges related to enterprise tool implementation and maintenance. The Customer Experience Project Administration Manager will collaborate with both internal and external partners to troubleshoot issues, communicate changes and identify efficiencies to improve our project methodology. Additionally, the Customer Experience Project Administration Manager maintains the overall system configuration, expanding the current functionality to automate processes whenever possible.



    • Manage the daily administration of Workfront system configuration, maintaining the current setup and implementing new functionality
    • Lead new third party software integration projects, partnering with GM Financial business segments and vendors as needed to identify processes and system requirements
    • Act as point of contact for support and troubleshooting for Workfront system issues, serving as liaison between Workfront vendor and GM Financial business segments to provide a single channel for requests
    • Learn and apply information about new Workfront enhancements and features, as well as communicate them to all WF teams
    • Identify trends and system improvements to provide recommendations for improved efficiencies
    • Manage and prioritize all Workfront enhancement requests, ensuring the separation of project business segments to prevent reporting impacts across teams
    • Communicate system enhancements and issues, coordinating workshops and trainings as needed in order to facilitate effective adoption to changes
    • Manage a portfolio of Customer Experience projects, developing detailed project plans to monitor and track progress and maintaining accurate and comprehensive project documentation
    • Define project tasks and resource requirements, plan and schedule project timelines
    • Provide regular statuses, direction and support to project teams, tracking deliverables and progress
    • Monitor changes to the project scope and timelines, log and escalate issues to management as needed
    • Collaborate with cross-functional resources to identify and resolve roadblocks, ensuring on-time delivery of Customer Experience projects in the product stream
    • Build relationships across the organization to enhance departmental reputation and service levels
    • Promote a cooperative and productive work environment and build effective working relationships with internal and external partners to promote strategic priorities
    • Maintain superior working relationships with internal and external partners


    Reports to: Customer Experience Officer

    Subordinates: None



    • Knowledge of GM Financial’s core business functions and systems, with an understanding of the organization’s functional areas
    • Working knowledge of the project management and quality assurance processes used to implement new initiatives


    • Strong problem-solving skills, with an interest in identifying creative solutions to develop innovative technical enhancements in order to improve efficiencies
    • Ability to work and think independently with minimal supervision
    • Ability to foster teamwork, influence and motivate others, and lead indirectly
    • Provide leadership through influence, inspiration, collaboration, and teamwork
    • Ability to independently make effective decisions and to respond quickly and accurately as issues arise
    • Excellent verbal and written communication skills with the ability to effectively prepare and present information and respond to questions
    • Excellent prioritization, time management, organization, and follow-up skills.
    • Analytical thinking with the ability to evaluate and innovate
    • Excellent interpersonal skills with the ability to establish and maintain relationships at all organization levels
    • Ability to coordinate, develop and manage relationships with internal and external partners
    • Display commitment to continuous improvement of business, customer, and team member environments
    • Well-organized, flexible, and able to work under pressure
    • Task-oriented with the ability to work with minimal supervision


    • 1+ years’ experience managing Workfront system configurations required
    • 3+ years’ experience in business operations or project management required
    • Four-year degree in business or a related field preferred
    • Strong project management background, particularly with projects involving multiple business functions and vendors


    • Normal office environment subject to stressful situations
    • Occasional travel required
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    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!