Strategic Initiatives and Training Lead – CCA Field Operations at General Motors in Warren, MI

Job description

Job Description Work Arrangement This role is categorized as hybrid. The successful candidate is expected to report to GM GlobalTechnical Center three times per week, or as dictated by business needs. The Role The Strategic Initiatives and Training Lead serves as the systems, reporting, and training interface for Customer Care & Aftersales Field Operations. This role helps field teams and dealers execute effectively by improving the tools, reporting, and processes that support customer experience, retention, revenue, and long-term loyalty. As the business owner for key field-facing systems and reporting, the lead translates business needs and field feedback into clear requirements for information technology, analytics, reporting, and training teams. The lead uses an agile, test-and-learn approach to design, pilot, measure, and scale solutions that improve dealer throughput, customer experience, and fixed coverage. What You’ll Do Lead priority initiatives from problem definition through implementation, measurement, continuous improvement, and scale using an agile, test-and-learn approach. Define success measures and track initiative results, including throughput, utilization, customer experience, retention, and fixed coverage. Own Field Operations reporting, dashboards, and related systems as the business and product lead; maintain standard metrics and simplify, automate, and standardize recurring reporting. Translate business and field feedback into prioritized requirements for information technology, data, and reporting teams, ensuring tools and reports clearly communicate the next action for field teams and dealers. Identify, pilot, measure, and scale artificial intelligence and generative artificial intelligence capabilities—such as copilots, knowledge bots, and intelligent alerts—in partnership with information technology, data, customer experience, and Training teams. Co-create and support live, virtual, and on-demand training that enables effective use of tools, artificial intelligence capabilities, and reports. Develop change management and communication plans; track adoption and training effectiveness, and improve materials and approaches based on data and feedback. Serve as the primary point of contact across Field Operations, Training, information technology, analytics, customer experience, and program teams; gather and synthesize field and dealer feedback into prioritized improvements. Maintain concise documentation, standard work, and process maps that support repeatable and scalable initiatives. Surface risks, gaps, and opportunities; recommend and track countermeasures, stay current on GM enterprise artificial intelligence capabilities and external best practices, and coach the team on effective, responsible use consistent with GM policies and governance. Your Skills & Abilities (Required Qualifications) Bachelor’s degree in business, marketing, operations, or a related field. 5+ years' experience in dealer operations, field operations, training, program management, or service operations. Experience leading cross-functional initiatives from concept through pilot and scale with measurable business impact. Experience translating business needs into systems and reporting requirements and training needs while bridging business and technical teams. What Can Give You a Competitive Advantage (Preferred Qualifications) Familiarity with reporting tools, dashboards, and customer relationship management platforms. Experience serving as a product owner or systems and process lead for business-facing tools or reporting. Formal training or certification in change management, project management, or lean or continuous improvement. Experience using Net Promoter Score, retention, or customer experience metrics. Strong analytical, communication, and storytelling skills, including the ability to simplify complex topics. Ability to influence without direct authority and work effectively in fast-paced, ambiguous environments while kee