Service Operations Lead - GM Defense

Job 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 GMs network of dealers as well as Field Service Representatives (FSRs) at CONUS and OCONUS locations. The Service Operations Lead will execute the gotomarket 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 Youll Do

This position will be responsible for supporting GM Defenses 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 GMs 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 programs deliverables

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelors 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 problemsolving abilities
• Ability to manage multiple priorities projects and demanding time frames
• Ability to navigate and thrive in ambiguous situations demonstrating flexibility and problemsolving 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 IMMIGRATIONRELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLYFOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE INCLUDES DIRECT COMPANY SPONSORSHIP ENTRY OF GM AS THE IMMIGRATIONEMPLOYER OF RECORD ON A GOVERNMENT FORM AND ANY WORK AUTHORIZATION REQUIRINGA WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g. H1BOPT STEM OPT CPT TN J1 etc.)

#LIJG2

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals dependent on role needs. Every day we want every employee no matter their background ethnicity preferences or location to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and wellbeing of you and your family. Our comprehensive compensation plan incudes the following benefits in addition to many others:
Paid time off including vacation days holidays and parental leave for mothers fathers and adoptive parents;
Healthcare (including a triple tax advantaged health savings account and wellness incentive) dental vision and life insurance plans to cover you and your family;
Company and matching contributions to 401K savings plan to help you save for retirement;
Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
Tuition assistance and student loan refinancing;
Discount on GM vehicles for you your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional personal educational or volunteer is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GMis an equal opportunity employer and complies with all applicable federal state and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment all practices and decisions relating to terms and conditions of employment including but not limited to recruiting hiring training promotion discipline compensation benefits and termination of employment are made without regard to an individuals protected characteristics. For purposes of this policy protected characteristics include an individuals actual or perceived race color creed religion national origin ancestry citizenship status age sex or gender (including pregnancy childbirth lactation and related medical conditions) gender identity or gender expression sexual orientation weight height marital status military service and veteran status physical or mental disability protected medical condition as defined by applicable state or local law genetic information or any other characteristic protected by applicable federal state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment email us ator call us at. 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.