Description
Hybrid . This role is categorized as hybrid. This means the successful candidate is expected to report to Warren or Milford Michigan three times per week, at minimum.
The Role
GM Defense (GMD) is a dynamic and exciting growth opportunity within General Motors! Within GMD, the Integrated Product Support (IPS) organization is responsible for providing aftermarket support to our defense industry customers to ensure customer satisfaction and business growth. As part of the IPS organization, the Sustainment Parts and Service (SPS) Operations team owns execution of business processes in support of parts order fulfillment and service for GMD customers. The Service Operations Lead plays a key role in defining the aftermarket service operations and optimizing execution.
The selected candidate will be responsible for leading all activities related to aftersales service execution and parts fulfillment, for products in and out of warranty, leveraging GM’s network of dealers as well as Field Service Representatives (FSRs) at CONUS and OCONUS locations. The Service Operations Lead will execute the go-to-market strategy for key defense customers to include defining and executing business processes supporting vehicle and product service, developing labor time guides, and ensuring our GMD customer is well taken care of.
What You'll Do
This position will be responsible for supporting GM Defense’s activity related to all deliverables listed above. This position is also responsible to help support future GM Defense opportunities as it relates to how we support our customer base in the US and globally. Specific responsibilities for the Service Operations Lead include:
- Partnering with GM’s Customer Care and Aftersales organization to refine processes enabling dealers to perform warranty work and be reimbursed for their time
- Document and implement processes and procedures to improve GMD customers’ experience and improve operational efficiency
- Develop, monitor, and analyze service metrics for trends and improvements
- Track and report key performance indicators (KPIs)
- Work closely with the broader IPS team, including Service and Sustainment Engineering, to streamline operations
- Work closely with the Program Management team to support the program’s deliverables
[Additional Description]
Your Skills & Abilities (Required Qualifications)
- Bachelor’s Degree
- 5+ years of relevant work experience
- Passion for understanding the customer needs and delivering an exceptional experience
- Excellent interpersonal skills and ability to interface with all levels of GM and Government Leadership
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities, projects, and demanding time frames
- Ability to navigate and thrive in ambiguous situations, demonstrating flexibility and problem-solving skills to adapt to changing circumstances and priorities
- Candidate must be a U.S. Person (U.S. citizen, U.S. permanent resident, asylee or refugee)
What Will Give You A Competitive Edge (Preferred Qualifications)
- Experience with GM LLC sustainment operations (Customer Care & Aftersales)
- Proven experience managing operations in a service space
- Experience working with US Army, TACOM, and other DoD functions
- Experience leading in a dynamic environment that requires flexibility
- Understanding of DoD and/or other government/military program management structures and the standards that drive them
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate
The position is subject to export control restrictions and requires the successful candidate to be a U.S. Person (U.S. citizen, U.S. permanent resident, asylee or refugee).
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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
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Renseignements sur la diversité
General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés. Pour en savoir plus, consultez notre processus de recrutement.
Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)
General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant.
Aménagements (É.-U. et Canada)
General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse Careers.Accommodations@GM.com ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.