AV Service Operations Program Manager

GM•Milford, MI

1d•Onsite

About The Position

The AV Service Operations Program Manager coordinates the programs and processes that keep the AV fleet maintained, serviceable, and ready for operations and testing. This role works across Service Operations, Fleet Management, Fleet Reliability, technicians, suppliers, and site teams to create work plans, track execution, identify risks, and drive issues to closure. This individual contributor leads through influence and provides day-to-day direction to technicians and partner teams. The role coordinates service maintenance planning, support inventory needs, retrofit status, technician training, tools, and site readiness. Fleet Management owns fleet planning, work-order intake, inventory planning inputs, vehicle change requests, and retrofit scheduling or approvals; Service Operations executes the work and verifies completion. Success requires strong automotive and technical operations knowledge, familiarity with GM tools and processes, and disciplined program-management skills.

Requirements

Bachelor’s degree in Engineering, Automotive Technology, Operations, Program Management, or a related field, or equivalent practical experience.
Minimum 5 years of experience in automotive, autonomous vehicle, fleet, service engineering, test operations, manufacturing, or a related technical operations environment.
Demonstrated experience coordinating technical programs, workstreams, maintenance activity, service execution, or fleet operations.
Experience working with technicians, engineers, fleet teams, suppliers, or other technical partners to plan and execute work.
Experience using structured systems or tools to manage work orders, actions, issues, parts, configuration, status, or operational data.
Demonstrated ability to manage multiple priorities, identify dependencies, and drive work to documented completion.
Valid driver’s license and ability to operate a motor vehicle legally on a regular basis.

Nice To Haves

Experience with GM vehicle service, fleet, work-order, issue-tracking, vehicle change, parts, or configuration-management systems and processes.
Hands-on experience with vehicle maintenance, diagnostics, repair, retrofit execution, or return-to-service activities.
Experience supporting multi-site technician operations, contractor workforces, or distributed service teams.
Experience developing technician training plans, skill matrices, tool-readiness plans, or site-readiness assessments.
Experience with vehicle diagnostic and network concepts such as CAN, LIN, Ethernet, or equivalent automotive systems.
Experience supporting software-defined vehicle programs, SDV 2.0 readiness, vehicle software or configuration changes, or service diagnostic tools.
Familiarity with ADAS and autonomous vehicle technology, including the systems and service considerations that support safe vehicle operation.
Experience with post-collision repair, vehicle inspection, repair validation, or safe return-to-service processes.
Experience building dashboards or reports using Excel, Power BI, Tableau, or similar tools.
Experience partnering with Fleet Management, Fleet Reliability, Vehicle Integration, Brand Quality, vehicle build, or supplier organizations.

Responsibilities

Coordinate daily technician work planning and execution across supported sites in partnership with Fleet Management and the AV Service Operations Manager.
Translate work orders, planned maintenance, vehicle change requests, retrofit plans, and fleet priorities into technician assignments, schedules, status tracking, and escalations.
Maintain accurate work-order, vehicle, configuration, parts, repair, and completion information in approved GM service and fleet systems.
Support service maintenance planning by identifying labor, parts, tooling, site, and scheduling constraints before work is assigned.
Support inventory planning with Fleet Management by tracking service parts, consumables, critical spares, shortages, lead times, and risks to fleet readiness.
Coordinate retrofit execution from released plan and scheduled work through technician readiness, parts and tooling confirmation, field execution, verification, documentation, and closeout.
Track retrofit status, open actions, dependencies, risks, and completion evidence; provide concise updates to Fleet Management, Service Operations, and affected stakeholders.
Manage and maintain technician training plans, including required technical, safety, process, tool, and platform training; identify coverage gaps and follow up on completion.
Coordinate deployment and readiness of service tools, diagnostic equipment, software access, documentation, and other technician support needs across sites.
Maintain dashboards, trackers, operating reviews, and status reports for fleet readiness, maintenance, repairs, retrofits, training, inventory, tools, and risks.
Establish and improve standard work, handoffs, templates, checklists, and escalation processes that make service execution consistent across sites.
Partner with Fleet Reliability and troubleshooting teams to capture field evidence, route technical issues, track actions, and return verified repair results and lessons learned into the service process.
Support development and execution of safe, repeatable post-collision repair and return-to-service workflows, including required inspections, repairs, validation, documentation, and approval gates.
Prepare sites and technicians for new vehicle architectures such as SDV 2.0, including service, diagnostics, repair processes, software or configuration changes, and test-tool readiness.
Identify non-routine issues, communicate impact and options, coordinate owners, and drive timely resolution while maintaining safety, quality, and operational discipline.
Mentor and support technicians and partners through clear work direction, process coaching, knowledge sharing, and reinforcement of standard work.