Hybrid Business Operations Incident Management & Applications Specialist

at General Motors

• Job title: Business Operations Incident Management & Applications Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $102,000 - $135,900 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Warren, United States

About the role

• Business Operations Specialist leading incident management and applications support in GM's Digital Service Solutions team. Collaborating with cross-functional teams to ensure world-class service experiences.

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.

Requirements

• 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.

Benefits

• 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