Description
- Demonstrate extreme ownership of district performance across Revenue, Customer Retention, and Customer Experience.
- Act as a trusted advisor to dealer leadership, fostering strong partnerships and strategic alignment.
- Drive revenue growth and achieve Key Performance Indicators (KPIs) through effective execution of all Customer Care & Aftersales (CCA) programs and initiatives.
- Lead standardized dealer contact processes, focusing on dealer-specific priorities and GM performance objectives.
- Analyze dealership marketing and merchandising strategies, offering actionable recommendations to increase service lane traffic.
- Develop and execute annual Business Plans, leveraging data-driven strategic insights to address market challenges and operational headwinds.
- Apply analytical thinking to assess dealership performance, identify trends, and implement targeted solutions and processes that improve operational efficiency and customer satisfaction.
- Operate with a high degree of autonomy, managing priorities and making decisions that drive business outcomes.
- Maintain a results-driven approach, consistently striving to exceed performance targets and deliver measurable improvements.
- Resolve aftersales customer concerns, including but not limited to:
- Service Parts Assistance Center (SPAC)
- Customer Assistance Center (CAC)
- Technical Assistance Center (TAC)
- Goodwill, Warranty, and Policy Requests
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- Monitor and achieve key performance indicators (KPIs), including:
- Sales Reporting Tool (SRT) objectives
- Net Promoter Score (NPS)
- Customer Retention
- Service Training Standards (STS) compliance
- EV Training & Compliance
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- Demonstrate deep understanding of Service & Parts Operations, including:
- Automotive Parts and Service Systems
- Dealer Operating Reports & Fixed Ops Analysis Tools
- Profit department structures and interdependencies
- Consultative selling techniques
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- Bachelor’s Degree or equivalent professional experience.
- 3+ years of experience in Sales, Service, or Operations with a proven track record of driving revenue growth.
- Strong automotive industry knowledge and business acumen, including service operations, warranty processes, and customer experience management highly preferred.
- Ability to travel up to 50% to different locations within your territory.
- Proficiency in Microsoft Excel, including data analysis, reporting, and visualization tools.
- Excellent oral and written communication skills, with the ability to inform and persuade effectively.
- Leverage data analytics tools to extract actionable insights that drive revenue growth, optimize operational performance, and elevate the customer experience.
- The ability to manage multiple tasks, adapt and thrive in a changing environment where there is a degree of ambiguity.
- Builds and maintains strong internal and external relationships.
- Drives results and leads change with confidence and clarity.
- Communicates persuasively and informatively across all levels.
- Applies analytical thinking to solve complex problems and make data-informed decisions.
- Demonstrates strategic business planning capabilities to align dealership goals with broader organizational objectives.
- Maintains a results-driven mindset, consistently pursuing excellence and accountability.
- Demonstrates strong problem-solving skills by identifying root causes, developing actionable solutions, and implementing improvements that enhance dealership performance and customer satisfaction.
- Takes initiative and thrives in dynamic environments.
- Maintains a strong customer focus and resolves conflicts effectively.
#LI-JT2
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)
This role is categorized as remote; however, the selected candidate must live in an approved city within the assigned territory or be willing to relocate. The candidate will be required to relocate, or already reside in the approved city no later than the timeline provided at offer.
The selected candidate will be required to travel at least 50% or more on a frequent basis.
This job may be eligible for relocation benefits.
This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.
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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
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