GM Envolve- Sr. Manager Service Operations

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 IM