The Service Operations Lead is responsible for optimizing aftermarket service operations, managing parts fulfillment, and improving operational efficiency for GM Defense customers. The role involves process refinement, key performance indicator tracking, and collaboration with various teams.
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:
Additional Description
Your Skills & Abilities (Required Qualifications)
What Will Give You A Competitive Edge (Preferred Qualifications)
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.)
#LI-JG2
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
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.
Accommodations (U.S. and Canada)
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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.)
#LI-JG2
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
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.
Accommodations (U.S. and Canada)
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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