Strategic Initiatives and Training Lead
Share
Job Location:
Warren, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
The Role
TheStrategic Initiatives and Training Leadserves as thesystems and reporting interfaceforCustomerCareAftersalesField Operations ensuring our tools reporting and training enable the field and dealers to execute with excellence. The role is grounded in our team mission:laser focus on deliveringa consistentleading customer experience to our dealersfieldand end customers and on processes which drive retention and contribute to revenue to build loyaltytrustand long-term growth.
This role acts as thebusiness owner for key field-facing systems and reporting translating business needs into clear requirements for IT analytics and teamtraining. They lead innovation initiatives using an agile testandlearn approach to rapidly design pilot measure and scale solutions that drive dealer throughput customer experience and fixed coverage.
What Youll Do (Responsibilities):
Strategic Initiatives & Innovation
Lead the end-to-end design execution and continuous improvement of priority initiatives for CCA Field Operations taking clear ownership from problem framing through implementation and scale.
Use a test-and-learn / agile approach to pilot new processes tools and training; define clear success metrics and track results (throughput utilization CX retention fixed coverage) proactively surfacing opportunities and solutions in ambiguous environments.
Systems AI & Reporting Product Ownership
Serve as the business owner / product lead for Field Operations reporting dashboards and related systems ensuring they clearly answer what do I do next for field and dealers.
Act as the AI/GenAI champion for CCA Field Operationsidentifying piloting and scaling AI-enabled capabilities (e.g. copilots knowledge bots intelligent alerts) that simplify workflows accelerate insights and improve decision-making.
Translate often ambiguous business and field feedback into prioritized actionable requirements for IT data and reporting teams; define and maintain standard metrics and drive simplification automation and standardization of recurring reporting.
Training Adoption & Change Management
Co-create and support delivery of field and dealer training (live virtual and on demand) that enables effective use of tools AI-enabled capabilities and reports.
Develop clear change management and communication plans; track adoption and training effectiveness and iterate quickly based on data and feedback.
Cross-Functional Collaboration & Field Voice
Act as a single credible point of contact between Field Operations Training IT analytics CX and program owners for initiatives in scope influencing without authority and driving alignment.
Regularly gather and synthesize voice-of-field and dealer feedback; convert insights into prioritized improvements to systems AI solutions reporting and training.
Continuous Improvement & Governance
Maintain concise documentation standard work and process maps for initiatives under scope ensuring repeatability and scalability.
Use data to surface risks gaps and opportunities; recommend and track actionable countermeasures while championing GM behaviorsThink Customer Innovate Now Look Ahead One Team Win With Integrity.
AI Leadership & Thought Partnership
Serve as the go-to AI/GenAI expert for CCA Field Operationsstaying current on GM enterprise capabilities and external best practices and converting them into practical field-ready use cases.
Proactively identify new AI opportunities across reporting training CX and field tools; build business cases run pilots and scale what works in partnership with IT data CX and Training.
Coach and upskill the team on how to use AI tools effectively responsibly and in line with GM policies and governance.
Mindset & Leadership Expectations
Self-motivated self-starter who independently identifies problems and opportunities creates structure where it doesnt exist and moves work forward without needing constant direction.
Comfortable operating in ambiguityable to test learn and adapt quickly while keeping stakeholders informed and aligned.
High ownership mentality with a bias for action follow-through and delivering measurable outcomes for dealers field teams and customers.
Required Qualifications
Bachelors degree in Business Marketing Operations or related field.
5 years in dealer operations field operations training program management or service operations (automotive strongly preferred).
Proven experience leading cross-functional initiatives from concept through pilot and scale with measurable business impact.
Demonstrated ability to bridge business and technical teams translating business needs into systems/reporting requirements and training.
Strong analytical communication and storytelling skills; able to simplify complex topics and influence without direct authority in fast-paced ambiguous environments.
Preferred Qualifications
Familiarity with GM and CCA systems and reporting (e.g. dealer reporting tools tear sheets dashboards CRM platforms).
Experience as a product owner or systems/process lead for business-facing tools or reporting.
Formal training or certification in change management project management or lean/continuous improvement and experience with Net Promoter Score (NPS) retention or customer experience metrics.
#LI-AP1
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 to feel they belong to one General Motors team.
Benefits Overview
From day one were looking out for your well-beingat work and at homeso 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
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 or call 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.
About Company
GM is home to Chevrolet, Buick, GMC & Cadillac and has been leading the auto industry for over a century. See how we create a vehicle for every drive.
