Business Operations & Performance Manager

General Motors•Warren, MI

1d•Hybrid

About The Position

The Digital Retail Platform (DRP) business team is seeking a Business Operations & Performance Manager to focus and deliver on two operational facets of the business. The first facet is to plan and run the business unit in conjunction with the Director – Digital Retail Platform (DRP) to drive and manage the effectiveness of our operation to best service our customers, including automotive consumers, GM Dealers, and the Brands. The second facet is to lead the analytics strategy, collaborating with key stakeholders and internal partners to analyze and optimize the business performance of the platform and to drive effectiveness, utilization, and business results while delivering a world-class Customer Experience. This includes three distinct areas of focus for the business: website metrics & analytics, testing, and research. The role plays a critical part in managing the day-to-day operation and supporting leaders to drive internal and external acceptance, advocacy, and success of the platform for all customers. This position requires a customer-centric, digital and operations mindset, partnership with internal and external teams, automotive sales/retail and digital experience, and an understanding of GM department and Brand functions. The ideal candidate embodies GM’s Behaviors and can operate independently, effectively prioritize, manage change and ambiguity while dealing with the challenges associated with a new digital product and technology in a fast-paced environment while understanding the needs of the organization and Dealers.

Requirements

Bachelor’s degree required - Business, Marketing, or related area preferred
7+ years total experience
3+ years of automotive Digital, Go-to-Market, Marketing, or Sales/Retail required
Professional and organized, self-starter with the flexibility to effectively manage change and ambiguity
Demonstrated strong business/industry acumen, change management, and communications experience
Ability to assimilate varied topics into clear, concise, and focused recommendations, presentations and communications appropriate to the audience
Strategic thinker with effective interpersonal skills to work collaboratively across all levels to ensure understanding, message, and communications are appropriately tailored to the audience
Demonstrated strong written, oral and PowerPoint communication skills
Attentive to detail and precision, with track record of successful execution
High level of time management and prioritization skills
High level of interpersonal skills to work effectively with, motivate and elicit work from others
High level of analytical ability where problems are very unusual and difficult
Must be energetic, bright, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership
Proficient with all collaboration tools; MS Teams, SharePoint, MS Office Suite especially PowerPoint and Excel
Ability to travel as needed (less than 5-10% conferences/meetings)
Ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review

Nice To Haves

Automotive industry and GM systems knowledge
Professional business acumen and experience launching complex initiatives
Sales, Service and Marketing experience
Dealer operations experience
Knowledge of corporate policies and procedures
Master’s Degree / MBA

Responsibilities

Plan and lead the DRP business operations to ensure business priorities are met and support the DRP day-to-day operations, the go-to-market plan, long-term strategy and success
Coordinate and execute short and long-term business activities and operations to deliver a world-class Customer Experience (CX) and Dealer Experience (DX) while driving stakeholder utilization, platform performance and operational excellence
Create DRP communication content, proof points and merchandising for report-out with key stakeholders and GM leadership
Develop DRP business updates and content for daily operations, leadership reviews, Dealer Executive Board (DEB) meetings, National Dealer Council (NDC) meetings, etc
Lead meetings with key internal and external stakeholders to support and execute business operations, and/or increase education and acceptance of the platform & garner feedback
Drive continuous improvement initiatives based on feedback from Dealers, Brands, and industry best practices
Drive critical platform performance discipline for the DRP inclusive of business performance analytics, metrics, monthly reporting, research and testing in collaboration with internal GM partners and stakeholders
Establish and drive performance metrics in collaboration with support teams for development of standard metrics and insights, as well as ad hoc requests based on business need, customer or Dealer feedback (i.e. MAS)
Develop the testing and research learning agendas for gaining voice of the customer, user testing and evaluation vs. industry, to help drive prioritization of features, optimizations and enhancements
Lead best practice identification for digital retailing platforms inclusive of benchmarking, testing and research
Establish and maintain strong relationships with Brand teams, cross-functional areas, and key Dealers to best understand ongoing retail needs and deliver a high-quality, well-performing digital retailing solution