Business Operations Incident Management & Applications Specialist

Job Description

The Role

The Digital Service Solutions team is part of the CCA organization tasked with ensuring our customers enjoy world-class service experiences. We own the go-to-market approach as part of the enterprise shift to deliver ongoing digital experiences to our customers. The Business Operations team ensures operational excellence by streamlining processes, acting as a liaison between dealerships, CCA field teams, Product Managers, and Information Technology, while collaborating with other departments to align strategies with business objectives and providing requirements for future enhancements. If you're a strong operator, team player, and continuously working to improve customer experience, this might be the right opportunity for you. The Business Operations Incident Management & Applications Specialist will be responsible for becoming a subject matter expert (SME) in all applications affecting the service lane including Online Service Scheduling (OSS), My BDC, Dealer Management Systems (DMS), etc. This role will lead the Incident Management team in all aspects of incident management, and applications support activities as needed to support our applications, dealers, and field teams, and will frequently interact with other CCA teams, along with Product, IT, and Vendor support teams.

What You'll Do : (Responsibilities) :

Be the team lead and SME in triaging issues related to incidents and service applications supported in the Digital Service Solutions (DSS) space including OSS, DBC, My BDC, My GM Rewards, etc.

Carry out established processes and triage issues reported by the field and dealers to ensure a timely resolution

Identify opportunities to implement new procedures to increase efficiency and throughput in the space

Serve as point of contact for all issues relating to supported service lane applications

Drive operational success metrics and goals for the Business Operations team in conjunction with the DSS Business Intelligence team

Work with product managers, GMIT and field team to identify and prioritize system enhancements

Work directly with the DBC, Service Product Managers, CCA Retail Channel, CCA Field Team, third-party vendors, and GM dealers

Monitor progress, manage risk, and ensure key stakeholders are kept informed about progress and expected outcomes

Stay abreast of current business and industry trends relevant to service lane tools and processes

Collaborate cross-functionally with product, IT, and sales functions to influence product roadmaps, improve processes, and drive a best-in-class onboarding experience.

Leverage your technical skills and understanding of our back office to help drive urgency, coordinate temporary measures and permanent solutions when digital service lane application issues arise.

Manage, train, and support team of bundled Service Lane Support (SLS) application SMEs to support escalation processes, investigations, product development, collaborate with business owners and vendors, and provide global status updates

Assist BizOps Comms team in creating training materials based on field and customer experience. Work with the training team to update all vital documents for features prior to release e.g. videos, FAQs, Glossaries as needed.

Monitor, track, report, and work with field team to address OSS real-time sync errors to assure dealers, and our applications are providing a best-in-class service scheduling experience

Create and administer processes to work with the field to DMS integration issues and vendor changes in OSS and other service applications.

Provide PASE support for field assistance, PASE escalations, and act as liaison for the service lane applications and the guidelines for the PASE excellence program for internal staff / and management.

Facilitate training and updates for key initiatives in OSS, support SLS training on field calls and in scheduled new hire and other ad hoc sessions

Review, revise and create OSS learn page documentation, field and dealer training materials for OSS.

Your Skills & Abilities (Required Qualifications) :

Bachelor's degree in business management, business administration, IT, or related field and or equivalent work experience

3-5 years of related experience

Project Management background and experience

Must be familiar with GM dealership fixed operations and service lane processes

Must be familiar with defect tracking, and incident management processes.

Knowledge of and experience with the GM field organization

Strong critical thinking and problem-solving skills

Ability to manage multiple projects concurrently and prioritize accordingly

Strong relationship-building and interpersonal skills required to work effectively with other teams across the organization, and with dealers and field personnel

Strong communications and presentational skills

Understanding of automotive dealership sales and service operations

Proven record of collaborating across functions to deliver business outcomes.

What Will Give You A Competitive Edge (Preferred Qualifications)

Strong MS-Excel skills (VLOOKUPs, Pivot tables, etc.)

Proficient in MS-Project, MS-Visio, MS-PowerPoint, MS-Power BI

Highly collaborative work style. Enjoys working in a fast-paced team environment

Understanding of technical language and ability to troubleshoot Bandwidth on Demand, endpoints, web services, data transfers, etc.

Demonstrated leadership and management skills. Ability to manage and work with external teams

Strong organization skills to manage multiple tasks / projects simultaneously with minimal supervision

Comfortable presenting in front of large audiences (internal leadership, field, dealers, etc.)

Ability to stay organized and work efficiently in remote atmosphere, as well as in a collaborative environment

Self-starter and eager to expand knowledge set

Analytics background a plus

Compensation : The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.

The expected base compensation for this role is ($102,000.00 - $135,900.00) USD Annually. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

Bonus Potential : An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits : GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more

#LI-AP1

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 based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.

The selected candidate will be required to travel

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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Benefits Overview

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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and / or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https : / / search-careers.gm.com / en / how-we-hire) .

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Our Culture

How we hire (https : / / search-careers.gm.com / en / how-we-hire / )

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