Fixed Operations Consultant - GM Protection

GM Financial•Fort Worth, TX

7d•Hybrid

About The Position

GM Protection is looking for a consultant with a passion for the automotive service industry and experience in vehicle service claims to join their growing team. The role focuses on driving claims performance at the dealership level by analyzing performance, identifying opportunities, and providing coaching and training. Strategic thinking, creativity, leadership, excellent communication, and data-driven methods are essential. The company culture fosters innovation, integrity, community, and belonging.

Requirements

Recent claims adjudication, review, and/or process ownership experience.
Strong mechanical knowledge and experience within the automotive service industry.
Experience as an automotive mechanical breakdown claims adjuster.
Advanced knowledge of standard policies, procedures, and best practices related to warranty or service contract related operations.
Understanding of warranty and service contracts in captive automotive dealership financing preferred.
Understanding of insurance underwriting and regulations preferred.
Excellent oral and written communication, interpersonal, persuasive communication and presentation skills.
Display commitment to continuous improvement of business, customer, and team member environments.
Ability to make sound business and management decisions to achieve company objectives.
Proven ability to lead, collaborate, and partner with others.
Strong relationship building and change management skills.
Ability to prioritize while managing multiple tasks and responsibilities simultaneously.
Must be proficient in computer software such as Excel, Word, PowerPoint, Salesforce, and SharePoint.
Advanced knowledge of a variety of claims management system platforms.
Effective planning, time management, negotiation, and delegation skills.
Ability to travel up to 50%.
Knowledge of dealership operations and Finance & Insurance.
Risk management or claims administration experience.
Manufacturer and/or ASE certifications, preferred.
Ability to use AI tools (e.g., Microsoft Copilot) to support daily work.
Skills in evaluating AI outputs for accuracy, compliance, and bias.
Experience integrating AI into workflows to improve efficiency or insights.
Familiarity with AI assisted research, summarization, and content generation.
Understanding of responsible AI use, including ethics and data protection.
High School Diploma or equivalent required.
5+ years of auto warranty or protection product claim experience required.
3+ years of claims adjudication experience preferred.

Nice To Haves

Bachelor's Degree in a related field preferred.

Responsibilities

Drive Protection Products performance by working with partnered dealerships to analyze performance in key areas related to vehicle service contracts, used vehicle inspection and reconditioning, used vehicle contracting, and other protection products (GAP, Tire & Wheel, etc.).
Assist with policy adherence and process improvement.
Analyze dealership claims and service performance data to identify loss drivers, operational gaps, and improvement opportunities related to GM Protection products.
Conduct on-site reviews of service processes, diagnostics, labor practices, parts usage, and administrative workflows to support loss prevention and policy compliance.
Deliver hands-on coaching and training to Service Managers, Service Advisors, and Warranty Administrators on GM Protection products and coverage, claims best practices and documentation, and loss control and prevention techniques.
Develop clear, actionable improvement plans and follow up with dealerships to drive sustained performance improvement.
Partner with GM Protection Sales, Claims, and internal teams to prioritize dealership visits and align on intervention strategies.
Identify trends and recurring issues across dealerships and third-party administrators (TPAs), and share insights with leadership to support continuous improvement initiatives.
Present findings and recommendations clearly and confidently to dealership leadership and internal stakeholders.
Using data as a driver, analyze dealership vehicle service contract claims performance related to GM Protection products.
Collaborate with field sales teams to identify dealerships requiring consultative visits and interventions to improve claims performance.
Gather and compile data and observations from visits to create actionable plans for dealership service departments.
Create and present findings and next steps to internal and external partners.
Identify third-party administrators (TPA) trends, behaviors, and process gaps by utilizing data and present findings to leadership.
Participate in process improvement activities for dealerships and third-party administrators.
Maintain product awareness and stay up to date with automotive service technologies, processes and innovations.
Responsible for tracking dealership performance improvement initiatives and required follow-up.