General Motors

Compensation

Full Description

Job Description: • Demonstrate extreme ownership of district performance across Revenue, Customer Retention, and Customer Experience. • Act as a trusted advisor to dealer leadership, fostering strong partnerships and strategic alignment. • Drive revenue growth and achieve Key Performance Indicators (KPIs) through effective execution of all Customer Care & Aftersales (CCA) programs and initiatives. • Lead standardized dealer contact processes, focusing on dealer-specific priorities and GM performance objectives. • Analyze dealership marketing and merchandising strategies, offering actionable recommendations to increase service lane traffic. • Develop and execute annual Business Plans, leveraging data-driven strategic insights to address market challenges and operational headwinds. • Apply analytical thinking to assess dealership performance, identify trends, and implement targeted solutions and processes that improve operational efficiency and customer satisfaction. • Operate with a high degree of autonomy, managing priorities and making decisions that drive business outcomes. • Maintain a results-driven approach, consistently striving to exceed performance targets and deliver measurable improvements. • Resolve aftersales customer concerns, including but not limited to: • SPAC (Service Parts Assistance Center) • CAC (Customer Assistance Center) • TAC (Technical Assistance Center) • Goodwill, Warranty, and Policy Requests • Monitor and deliver on KPIs including: • Sales Reporting Tool (SRT) objectives • Net Promoter Score (NPS) • Customer Retention • Service Training Standards (STS) • EV Training & Compliance Requirements: • Bachelor’s Degree or equivalent professional experience. • Minimum 2 years of experience leading and improving dealership Fixed Operations. • Strong automotive industry knowledge and business acumen, including service operations, warranty processes, and customer experience management. • Deep understanding of Dealership Service & Parts Operations, including: • Automotive Parts and Service Systems • Dealer Operating Reports & Fixed Ops Analysis Tools • Profit department structures and interdependencies • Consultative selling techniques • Proficiency in Microsoft Excel, including data analysis, reporting, and visualization tools. • Excellent oral and written communication skills, with the ability to inform and persuade effectively. • The ability to manage multiple tasks, adapt and thrive in a changing environment where there is a degree of ambiguity. Benefits: • GM offers a variety of health and wellbeing benefit programs. • Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.