Customer Experience Analyst, Telemetry API & Connected Services
Overview
You will own the operational health of OnStar Vehicle Insights and Telemetry API services at General Motors, ensuring reliable data flows and high-quality customer experiences across millions of connected vehicles. You will work with a cross-functional team of product owners, engineers, data analysts, and business operations to monitor, diagnose, and improve platform performance. This role demands deep technical acumen in APIs, telemetry, and data pipelines, plus the ability to translate complex findings for both technical and non-technical audiences. You will drive measurable improvements in service reliability, data quality, and customer satisfaction within a hybrid work model in Detroit, MI.
What You'll Do10
- 1Design and refine operational KPIs for OnStar Vehicle Insights and Telemetry API, measuring service health, API performance, and customer impact.
- 2Build dashboards and analytical tools using Power BI or Tableau to track system performance, vehicle data quality, and usage trends.
- 3Investigate system and customer issues using SQL queries, logs, and telemetry data to identify root causes and drive resolution.
- 4Validate new features and platform changes to ensure data integrity and expected behavior across telemetry and API integrations.
- 5Establish and monitor service level objectives and data quality metrics for accuracy, completeness, reliability, relevance, and timeliness.
- 6Support technical customer cases by translating symptoms into technical findings and coordinating with responsible teams.
- 7Develop and maintain runbooks and repeatable validation steps to speed up troubleshooting and ensure consistency.
- 8Automate manual analysis using Python scripts or lightweight tools to improve monitoring efficiency.
- 9Collaborate with engineering teams to understand telemetry collection, API payloads, and data contracts for better system visibility.
- 10Communicate findings and recommendations clearly to both technical and non-technical stakeholders.
Requirements12
- 1Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience.
- 23-5 years in technical systems, analytics, platform operations, or connected services roles.
- 3Strong SQL skills and experience with relational databases for complex data analysis.
- 4Experience working with APIs, microservices, and distributed application flows.
- 5Familiarity with telemetry, event-based data, and operational monitoring.
- 6Experience with Power BI or Tableau for reporting and visualization.
- 7Working knowledge of Azure, Databricks, Hadoop, Kafka, Python, or PySpark.
- 8Understanding of system integration principles across client apps, web services, databases, and backend platforms.
- 9Proven ability to investigate technical issues and recommend practical solutions.
- 10Strong written and verbal communication skills for cross-functional audiences.
- 11Demonstrated organizational skills and ability to prioritize with limited supervision.
- 12Analytical skills to handle moderately complex problems with sound judgment.
Salary Insight
Salary not disclosed in listing
Location
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