Job Information
General Motors GM Envolve- Sr. Manager Service Operations in Warren, Michigan
Job Description
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center- Cadillac Tower three times per week, at minimum.
GM is transforming and an exciting opportunity exists to help design the future of Envolve Service Operations and have a daily impact on the success of GM Envolve Business. GM Envolve focuses on bringing holistic Business to Business (B2B) & Business to Government (B2G) solutions to small, medium and large organizations; focusing on complete end-to-end B2B/B2G solutions to help our partners meet their business goals through specialized Service Solutions.
This role will regularly interact with Leadership to develop and implement initiatives for aftersales support strengthening relationships and reducing downtime for fleet customers. The overall goal for this position is to execute solutions that address unique/complex service concerns that exceed customer expectation. This position must work cross functionally through Engineering, Safety Field Investigations, Warranty and Brand Quality to ensure all initiatives are executed properly, within budget, policy and procedure.
You will support GM's global dealer network with tools and equipment, technician training, and warranty administration! In addition, you are responsible for helping to identify product quality concerns!
You will manage a team responsible for Dealer Services, Warranty Operations, Field Safety Investigations, Brand Quality and/or Substance of Concern Compliance. Responsibilities include continuous improvement, effective delivery, customer retention and profitability in service operations and warranty cost-reduction
Responsibilities:
Oversee and develop highly motivated team including central office and field personnel
Drive product problem resolution for high volume fleet customers
Negotiate and Execute Agreements with external business partners/Warranty Service Stations and Drop Ship locations with PDI approval
Manage Part Escalation Process – drive resolution for critical need
Support monthly Service/Law Enforcement Meetings
Oversee management of Business Associate and Drop Ship Code
Manage annual and monthly budget
Manage and execute development of Service Technical Training
Establish and manage Labor Rates for Warranty Service Stations
Review and support continued EV Readiness/Certification Tracking
Resolution for overall critical service needs
Support Monthly Customer and Field facing calls
Provide leadership updates on current status of the business
Support Long Term Planning for part inventory
Drive development of new aftersales processes while enhancing existing
Support inventory management for BrightDrop product
Provide field support on service concerns and policy questions
Lead critical projects with cross-functional visibility and impact
Collaborate with Leadership to develop and strategize long term operating plans
Ensure internal processes for repurchase/reimbursement are aligned Analysis of field action decisions/impact to volume customers
Special projects as required
Develop team members for continuous growth in skill and competency
Additional Job Description
Skills and Experiences
Bachelor’s degree required (Masters Preferred)
10+ Years overall Service related experience
5 Years experience working with Dealers, or Field experience. GM Envolve experience a plus
3-5 Years of Demonstrated management experience and effective people leader skills
Possess a solid foundation of product and process knowledge of GM Service Policy & Procedure
Strong background/experience in Aftersales support
Ability to analyze complex business problems and develop actionable solutions
Ability to negotiate complex requests at customer and internal executive level
Ability to drive results, build strong relationships and influence business partners
Drive performance and deliver critical Key Performance Indicators and Key Strategic Initiatives
Strong project management, organization and planning skills
Ability to balance conflicting priorities while maintaining effectiveness
A company vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
This job may be eligible for relocation benefits.
#LI-KD1
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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Benefits Overview
The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statements
GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 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.
We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:
Our Company (https://search-careers.gm.com/en/working-at-gm/)
Our Culture
How we hire (https://search-careers.gm.com/en/how-we-hire/)
Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.
Explore our global location s
The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at Careers.Accommodations@GM.com .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.