Service Operations Lead - GM Defense

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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