Aftersales Readiness Program Manager

Job Description

Members of the GM Europe Aftersales Team will be pioneers in the EV movement, energized to connect people to what matters and create a movement towards a better, more sustainable future for all.  Our passion fuels our focus to be the best – a leader inspiring trust, passion, and confidence in our brands and services.  We put employee and customer safety first – always!  We act as one team, driven to make everything and everyone around us better.  We love delighting customers, bringing together the most innovative, digitally centric human experiences customers love.  We strive for excellence through empowered teams, business agility, and continuous learning resulting in a most admired place to work. 

Key Leadership Requirements:

• Customer-focused Mindset:  Ability to leverage insights and build relevant product roadmaps to drive customer preference and excellence for GM’s ownership and support experiences.  Possess customer-centric approach with ability to leverage customer journey mapping, customer personas, empathy interviews, and competitive analysis to deliver value to our customers. 
• Growth Mindset & Strategic Thought Leadership:  Ability to embrace the ‘art of the possible’ to create organizational change and impact allocation of resources.  Possess business and strategic acumen with ability to communicate broader business vision to cross-functional and technical teams.
• Team Building & Leadership:  Ability to lead and influence at all levels.  Possess strong partnership skills with a history of collaborating across organizational boundaries, working with, and influencing others, and creating clarity from confusion.
• Outcome-Oriented:  Ability to clearly articulate desired outcome(s).  Possess ability to assess complex situations quickly, assess risks and be decisive.  works collaboratively to create a path to achieve it.
• Business Acumen:  Ability to formulate a strong POV and adjust plans strategically in a changing environment.  Possess strong CX strategic acumen and business agility.
• Analytical:  Ability to effectively communicate and translate business needs to technical partners.  Proactively identifies and resolves problems in a timely manner.  Can synthesize complex or diverse information, use intuition and experience to complement data.

Key Responsibilities

• Help mitigate and escalate service deliverable issues.  Responsible for the comprehension of the global workshare for Aftersales Engineering development and validation activities.
• Monitors and supervises the development of the deliverables in terms of timing and content to assure meeting of the landmarks defined in the Global Vehicle Development Process (GVDP).
• Conducts issue analysis and problem solving.
• Ensure service deliverables are of quality.  Inspect what you expect.
• The APRM is the CCA “single point contact” representative at the Product Execution Teams /Vehicle and Process Integration Review and Program Quality and Readiness Reviews (The APRM must work closely with multi-functional teams to address outstanding and dynamic program issues.
• Deployment of technical strategy and recruitment of service network to support maintenance, warranty, collision and other value add services

Additional responsibilities include:

• Functions as an avenue for escalation of CCA issues to the program team.
• Reports status of vehicle service and parts readiness to CCA Leadership.
• Leads in the acquisition of vehicles, hardware, specifications, and data needed to support service and parts readiness activities.
• Provides Aftersales mentorship to the Product Development Change Request/Decision Notice (CR/DN) process.
• Accountable for maintaining key program data and information.
• Provides/coordinates vehicle level serviceability requirements including development, communication, and validation.

Required Qualifications:

• Bachelor degree required or equivalent automotive experience
• Strong presentation skills
• High level of analytical ability and excellent customer focus
• Teammate with excellent organization, written and oral communication skills
• Proven knowledge of vehicle systems and prior automotive service or engineering experience
• Ability to work cross-functionally with global business partners to meet mutual goal

Preferred Skills:

• Bachelor Degree in Engineering or Automotive subject areas or equivalent experience
• Knowledge of Global Aftersales Engineering functions, work, and operation
• Project/Program Management Experience
• DFSS Certification

About GM

Our vision is a wo