Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to GM office three times per week or other frequency dictated by the business.
The Role
The People Services Center (PSC) Tools Lead is responsible for managing, optimizing, and advancing the suite of tools and systems that enable the PSC to deliver high-quality, efficient, and consistent services across functions. This role serves as the primary point of contact between business stakeholders, end-users, and technical teams, ensuring that tools are aligned with operational needs, well-integrated, and continuously improved.
The Tools Lead will own tool governance, drive adoption and training, monitor performance, and partner with IT and vendors to deliver fixes and enhancements. They will also identify opportunities to leverage automation, analytics, and user feedback to maximize PSC productivity and service excellence.
What You’ll Do
- Serve as the PSC’s subject matter expert for all tools and platforms used in the PSC
- Support the maintenance of a strategic roadmap for tool enhancements, integrations, and upgrades aligned with business priorities.
- Enforce and manage tool access for PSC.
- Maintain governance standards for all tools and run regular audits to ensure correct compliance and quality of tools.
- Help manage vendor relationships, licenses, and contracts for PSC tools.
- Oversee day-to-day tool performance, troubleshooting issues, and coordinating resolution and updates with IT or vendors.
- Monitor tool usage, adoption rates, and service metrics to ensure optimal efficiency.
- Lead user acceptance testing (UAT) for new features, releases, and system changes.
- Ensure business continuity plans for critical PSC tools.
- Partner with functional leaders to identify process pain points and opportunities for automation or enhancements.
- Leverage analytics to measure tool effectiveness and recommend improvements.
- Stay current on emerging technologies, industry trends, and best practices in shared services and digital enablement.
- Develop and deliver user training, job aids, and documentation to promote adoption and proficiency.
- Support new hires in getting set up with all tools.
- Act as a change champion for new tool implementations, upgrades, or process changes.
- Gather and prioritize feedback from PSC users to inform tool enhancements.
Your Skills & Abilities (Required Qualifications
- Bachelor’s degree in Business, Information Systems, or a related field
- 5+ years of experience in shared services, business operations, or systems management roles.
- Proven experience leading tool or system implementation, administration, or optimization projects.
- Familiarity with common PSC platforms (e.g., ServiceNow, NICE, Twilio/WhatsApp, Genesys, Workday, Automation Tools, etc.)
What Will Give You A Competitive Edge (Preferred Qualifications)
- Strong understanding of process design, automation, and continuous improvement methodologies.
- Excellent project management skills, with ability to manage multiple priorities in a fast-paced environment.
- Skilled at stakeholder engagement, vendor management, and cross-functional collaboration.
- Strong analytical, problem-solving, and troubleshooting abilities.
- Effective communicator with the ability to translate technical concepts into business language.
