General Motors-posted 3 months ago
Full-time • Mid Level
Hybrid • Warren, MI
Transportation Equipment Manufacturing

OnStar Services is a division within General Motors' SSM organization tasked with ensuring our customers enjoy world-class experiences inside and adjacent to their vehicles. We own the go-to-market approach as part of the enterprise shift to deliver ongoing digital experiences to our customers. Our Retail Sales Operations team ensures operational excellence by streamlining processes, acting as a liaison between the Dealer field teams and Engineering, collaborating with other departments to align strategies with business objectives and providing requirements to Product for future enhancements of current pain points. If you're a strong operator, selfless team player, obsessed with details and continuously improving customer experience, this might be the right opportunity for you.

  • Serve as our SME for OnStar retail customer onboarding, understand our products, including basic features, available packages for purchase, and their features, benefits and advantages.
  • Collaborate cross-functionally with product, IT, sales functions to influence product roadmaps, improve processes, and drive a digital-first onboarding experience.
  • Understand details of OnStar services, such as Vehicle Status, Unit Status & ability to identify which packages can be used together and which are required for different hardware configurations.
  • Leverage your technical skills and understanding of our back office to help drive urgency, coordinate temporary measures and permanent solutions when onboarding and customer issues arise.
  • Reimage our current escalation processes, and deliver a weekly Operations Scorecard to leadership with KPIs and key updates.
  • Bachelor's degree in Business, Business Administration, Communications, or a related field required; Master's degree (MBA or equivalent) preferred.
  • 5+ years of progressive experience in sales operations, automotive, dealer network management, product, or business operations.
  • Familiarity with CRs, defect tracking, and incident management processes.
  • Experience in customer onboarding, implementation, or operations within SaaS, automotive, or telematics industries.
  • Understanding of automotive dealership sales and operations.
  • Demonstrated ability to present complex information in a simplified, actionable way.
  • Proven record of collaborating across functions to deliver business outcomes.
  • Proficiency in SQL, Power BI, Power Automate, PowerPoint, and Microsoft Excel.
  • Working knowledge of Connected Vehicle services, including OnStar, and Wi-Fi.
  • Previous technical experience as a program or product manager.
  • Background in process automation, workflow design, or continuous improvement methodologies (e.g., Lean, Six Sigma).
  • Knowledge of change management practices to support adoption of new tools and processes.
  • Comprehensive health insurance.
  • 401(k) retirement plan.
  • Paid time off and holidays.
  • Employee discounts.
  • Professional development opportunities.
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