Hybrid : This role is categorized as hybrid. This means the successful candidate is expected to report to Global Technical Center – Cadillac Tower, in Warren, MI three times per week, at minimum or other frequency dictated by the business.
Relocation: This is not eligible for relocation. Any relocation costs would be the responsibility of the selected candidate.
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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
What You’ll be Part of:
OnStar Services is a division within General Motors’ SSM organization tasked with ensuring our customers enjoy world-class experiences inside and adjacent to their vehicles. We own the go-to-market approach as part of the enterprise shift to deliver ongoing digital experiences to our customers. Our Retail Sales Operations team ensures operational excellence by streamlining processes, acting as a liaison between the Dealer field teams and Engineering, collaborating with other departments to align strategies with business objectives and providing requirements to Product for future enhancements of current pain points. If you’re a strong operator, selfless team player, obsessed with details and continuously improving customer experience, this might be the right opportunity for you.
The Role:
As the Assistant Manager, Sales Operations – CX and Onboarding, you will be the subject matter expert in Dealer and customer escalation processes, collaborating cross-functionally with product, IT, System Operations, and our sales channel partners to identify and close gaps and drive continuous process improvements with a keen focus on improving our customer onboarding for our retail customers. As the voice of the Dealer – you will need to exhibit the ability to be the subject matter expert for online enrollment, mobile app, IHU app and many one off customer situations that can happen with their vehicle.
Some of what you’ll do:
- Serve as our SME for OnStar retail customer onboarding, understand our products, including basic features, available packages for purchase, and their features, benefits and advantages.
- Collaborate cross-functionally with product, IT, sales functions to influence product roadmaps, improve processes, and drive a digital-first onboarding experience.
- Understand details of OnStar services, such as Vehicle Status, Unit Status & ability to identify which packages can be used together and which are required for different hardware configurations (GBI, Super Cruise, Wi-Fi, Safety, and Mobile App).
- Leverage your technical skills and understanding of our back office to help drive urgency, coordinate temporary measures and permanent solutions when onboarding and customer issues arise.
- Reimage our current escalation processes, and deliver a weekly Operations Scorecard to leadership with KPIs and key updates.
Key Competencies & Success Indicators
- Cross-Functional Connector – Builds strong partnerships across sales, operations, product, and leadership teams; breaks down silos to enable enterprise-wide alignment.
- Strategic & Future-Oriented Thinking – Anticipates business needs, envisions scalable solutions, and identifies long-term opportunities beyond current state processes.
- Bias for Action & Accountability – Demonstrates decisiveness and ownership, consistently moving initiatives forward while holding self and stakeholders accountable for results.
- Learning Agility & Resilience – Embraces challenges with curiosity and adaptability; applies learnings from missteps to improve future outcomes.
- Data-Driven Decision Making – Synthesizes complex data into clear insights; translates analysis into actionable business recommendations that drive performance.
- Process Excellence & Scalability – Designs and implements repeatable, scalable processes using a crawl-walk-run approach to enable efficiency, automation, and sustainable growth.
- Influence Without Authority – Effectively guides stakeholders and secures alignment at multiple levels of the organization without direct reporting lines.
- Adaptability in Ambiguity – Thrives in dynamic, fast-paced environments by adjusting strategies and priorities as business needs evolve.
- Business Acumen & Commercial Mindset – Understands the broader sales ecosystem, identifies opportunities for revenue growth, and aligns operational improvements with strategic objectives.
- Communication & Storytelling – Simplifies complexity, articulates business cases with clarity, and engages diverse audiences from field teams to senior leadership.
Required Skills & Experience:
- Bachelor’s degree in Business, Business Administration, Communications, or a related field required; Master’s degree (MBA or equivalent) preferred.
- 5+ years of progressive experience in sales operations, automotive, dealer network management, product, or business operations.
- Familiarity with CRs, defect tracking, and incident management processes.
- Experience in customer onboarding, implementation, or operations within SaaS, automotive, or telematics industries.
- Understanding of automotive dealership sales and operations
- Demonstrated ability to present complex information in a simplified, actionable way.
- Proven record of collaborating across functions to deliver business outcomes.
Preferred Skills & Experience
- Proficiency in SQL, Power BI, Power Automate, PowerPoint, and Microsoft Excel.
- Working knowledge of Connected Vehicle services, including OnStar, and Wi-Fi
- Previous technical experience as a program or product manager
- Background in process automation, workflow design, or continuous improvement methodologies (e.g., Lean, Six Sigma).
- Knowledge of change management practices to support adoption of new tools and processes.
#LI-ST1
