General Motors

Manager - Service Leads & Business Process

General Motors • $110K — $130K *
Warren, MI 48089In-Person
Retail & Consumer Goods
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-10+ years of experience in sales, retail operations, or dealer-facing roles, with 3-5 years in a leadership role.
  • Proven track record of achieving measurable business outcomes and leading a team effectively.
  • Exceptional ability to translate business strategies into actionable plans and insightful reporting metrics.
  • Strong data-driven decision-making skills, with experience identifying opportunities for performance improvement.
  • Ability to navigate ambiguity and manage competing priorities in a fast-paced environment.
  • Excellent cross-functional collaboration and influence skills across various stakeholder groups.
  • Highly developed written and verbal communication skills for clear direction and feedback.

Responsibilities

  • Lead a retail-channel business area, ensuring accountability for business performance and strategic execution.
  • Translate business strategy into clear team priorities and operational plans, adapting as needed.
  • Convert business questions and performance gaps into actionable insights through reporting and analytics.
  • Identify trends and revenue opportunities, driving actions to enhance service lane conversion and customer outcomes.
  • Influence cross-functional partners to drive initiatives and programs effectively.
  • Manage competing demands and organizational challenges while maintaining focus on high-impact work.
  • Optimize workflows and processes to enhance efficiency and long-term business results.

Benefits

  • Hybrid work arrangement with flexibility in work location.
  • Opportunities for career growth and development within the organization.
  • Inclusive environment promoting collaboration and accountability.
  • Access to performance-driven incentives and team-building initiatives.
  • Continuous learning opportunities to enhance skills and expertise.
Full Job Description
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 Role

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.

What You'll Do
  • 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.

Your Skills & Abilities (Required Qualifications)
  • 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).


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

What Will Give You a Competitive Edge (Preferred Qualifications)
  • 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.

Indicative Measures of Success
  • 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.
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.The selected candidate will be required to travel

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

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Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Motors. Embark on a journey of growth, innovation, and leadership at General Motors. Shape your future in an environment that fosters diversity, learning, and the pursuit of excellence. Join us and redefine the roads of tomorrow.
Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

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