Job Description

Work Arrangement

This role is categorized as hybrid. The successful candidate is expected to report to GM Warren Technical Center (WTC) three times per week, or as dictated by business needs.

The Manager – Service Leads & Business Process manages a distinct business area focused on driving GM Dealer service lane performance through Business Development and service lead conversion, technical strategy, and data-informed decision-making. The main objective of this role is to identify and execute the key dealership service lane processes that will allow for conversion of a service lead into an optimal customer experience and revenue opportunity. The role translates strategy into clear direction for the team, aligns cross-functional stakeholders around priorities, and drives execution across programs, reporting, and performance-improvement initiatives. The position requires a people leader who connects analytics and operational insight to practical business needs, reprioritizes resources as conditions change, and guides the organization through complexity, change, and competing demands. Success in this role requires building a high-performing team, developing talent and future leaders, and delivering measurable outcomes that improve customer results, channel effectiveness, and revenue performance.

• Lead a distinct retail-channel business area with accountability for business performance, strategic execution, and cross-functional alignment.

• Translate business strategy into clear direction, priorities, and operating plans for the team, reprioritizing and reallocating resources as business needs evolve.

• Convert business questions, performance gaps, and field feedback into dashboards, scorecards, reporting, and actionable insights that support faster, better decisions.

• Connect analytics to business priorities by identifying trends, risks, and revenue opportunities, then driving actions that improve conversion, execution, and customer outcomes.

• Lead cross-functional programs with sales, digital, field, and central-office stakeholders, influencing partners across the organization, including those who may be skeptical of new approaches.

• Resolve competing demands, sensitive situations, and organizational friction while maintaining momentum on the highest-impact work.

• Build and optimize workflows, operating routines, and scalable processes that improve efficiency, reduce complexity, and support durable business results.

• Lead regular business reviews that use performance data and operational insight to drive accountability, clarify actions, and improve execution.

• Build a team with the right mix of talent and experience, make intentional staffing and development decisions, and create continued career-growth opportunities for team members and emerging leaders.

• Champion change management and role model GM behaviors by creating an inclusive, high-accountability environment where employees are empowered to take ownership and deliver results.

• Demonstrated success leading a business area, function, or team with accountability for measurable business outcomes.

• Proven people-leadership capability, including coaching, performance management, talent development, and building teams with diverse skills and shared objectives.

• Strong ability to translate strategy and business needs into priorities, operating plans, reporting, dashboards, scorecards, and practical insights for decision-making.

• Advanced ability to use data, analysis, and judgment to identify opportunities, influence action, and improve business performance.

• Demonstrated success leading through ambiguity, resolving competing priorities, and making resource-allocation decisions in a changing environment.

• Proven ability to work effectively across field teams, central-office functions, and multiple stakeholder groups, with the credibility to influence across boundaries.

• Strong written and verbal communication skills, including the ability to provide clear direction, simplify complex issues, and deliver actionable feedback.

• Strong analytical, problem-solving, and process-management skills, with attention to detail and a focus on execution excellence.

• Bachelor’s degree in business, analytics, marketing, engineering, or a related field, or equivalent experience.

• 8–10+ years of experience in field sales, aftersales, retail operations, or dealer-facing roles, including 3–5+ years of direct people-leadership experience (or equivalent).

• Hybrid role with regular on-site presence at key GM offices and collaboration hubs; specific primary location will follow the requisition.

• <20% travel to dealers, regional/zone offices, and field meetings is required to support field engagement, program execution, and performance reviews.

• Experience in Customer Care and Aftersales, field sales, retail operations, or dealer-facing business environments - especially a working understanding of dealer Business Development Center (BDC).

• Experience developing executive dashboards, scorecards, and metric reporting that connect analytics to strategic and operational business decisions.

• Experience leading managers, emerging leaders, or highly tenured individual contributors in a fast-paced, matrixed environment.

• Demonstrated success leading change, improving processes, and building durable operating models that remain effective as priorities shift.

• Demonstrated ability to influence across functions, align skeptical stakeholders, and drive adoption of new approaches, tools, or processes.

• Improved service lane traffic, higher leads conversion rate, customer experience and stronger execution against other priority business initiatives.

• Clear translation of strategy into team priorities, resource allocation, and execution plans that adapt to changing business needs.

• Greater adoption and business use of dashboards, scorecards, and reporting tools that inform decisions and actions.

• Effective and concise leadership communication including timely issue escalation.

• Stronger linkage between analytics, field insight, and business decision-making across stakeholder groups.

• Strong bench strength, talent development, and succession readiness across the team.

• High levels of accountability, collaboration, change adoption, and team engagement.