Manager, OnStar Customer Onboarding (Retail & Commercial)

Job Description

This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center three times per week, at minimum.

Manager, OnStar Customer Onboarding Operations
 

What You’ll be Part of: 

OnStar Services is a division within General Motors’ Software organization tasked with ensuring our customers enjoy world-class experiences inside and adjacent to their vehicles. We own the go-to-market approach as part of the enterprise shift to deliver ongoing digital experiences to our customers. Our retail and commercial Sales Operations team ensures operational excellence by providing tools, resources, and data, analyzing sales trends, streamlining processes, training staff, and collaborating with other departments to align strategies with business objectives. If you’re a strong operator, selfless team player, obsessed with details and continuously improving customer experience, this might be the right opportunity for you.

The Role: 

As the Manager of Customer Onboarding Operations, you will lead a large and diverse team, collaborating cross-functionally with product, IT, System Operations, and our sales channel partners to identify and close gaps and drive continuous process improvements with a keen focus on improving our customer onboarding for our retail and commercial customers.

Some of what you’ll do: 

• Serve as our SME for OnStar retail and commercial customer onboarding, understand our products, including basic features, available packages for purchase, and their features, benefits and advantages.
• Lead a large and diverse team; providing strategic direction, coaching, and development, while ensuring key initiatives and performance expectations are met.
• Collaborate cross-functionally with product, IT, sales functions to influence product roadmaps, improve processes, and drive a digital-first onboarding experience.
• Automate current commercial customer manual onboarding and billing processes to create resource efficiencies and improve the overall commercial customer experience
• Understand OnStar Connectivity Hardware, including adapters and cameras.
• Familiarize yourself with Fleet APIs for Fleet Management Companies.
• Understand the details of OnStar services, such as Vehicle Status, Unit Status, Package Price Plans, Package Duration, and Package Types (Factory, Prepaid, Monthly, 3rd Party, Invoice).
• Identify which packages can be used together and which are required for different hardware configurations (GBI, Super Cruise, Wi-Fi, Safety, and Mobile App).
• Leverage your technical skills and understanding of our back office to help drive urgency, coordinate temporary measures and permanent solutions when onboarding and customer issues arise.
• Reimage our current escalation processes, and deliver a weekly Operations Scorecard to leadership with KPIs and key updates.

About you:  

• You embody the principles of servant leadership
• You’re a connecter, you work well cross functionally, and can break down silos
• Win or learn mindset; naturally curious; high-learning agility
• You live in the future, seeing things how they could be, not how they are 
• You have an undeniable bias toward action; you’re not afraid to make decisions and take on accountability for the outcomes 
• You’re motivated by ambitious goals and obsessed with how you can make an impact 

Some of what will help you be successful: 

• You thrive in fast paced, ambiguous environments; ability to pivot and change direction as needs of the business shift
• Proven business acumen with the ability to synthesize data and make data driven decisions  
• History of cross training analytical/technical skills to junior talent 
• Expertise in developing scalable and repeatable processes; leveraging a crawl, walk, run approach to drive automation and efficiency
• Ability to influence without authority   
• Exhibited capacity to fall short, be wrong, fail, and apply learnings to future endeavors  
• Track record of influencing without authority, as you’ll be an individual contributor 
• Understanding of automotive dealership sales and operations a plus
• Previous technical experience as a program or product manager a plus

Required Experience:

• Minimum 8 years’ experience, including people leadership; example areas