Join the Brand Quality team in an exciting and influential position as a Brand Quality Manager . This dynamic role focuses on driving product quality, reliability, durability, and issue resolution across current, new, and legacy vehicle programs and commodities.
As a Brand Quality Manager, you’ll play a pivotal role in enhancing customer retention and ownership satisfaction by swiftly addressing product concerns and delivering cross-functional, closed-loop solutions for both current and future vehicles.
Success in this role requires creativity, initiative, sound judgment, strong leadership, analytical skills and exceptional communication skills.
What You'll Do
Issue Identification & Analysis - Utilize tools such as Field product reports, warranty data, and field feedback (including Field Service Engineers, TAC cases, customer complaints, and ParTech) Warranty Parts Center reviews, to detect and analyze emerging quality issues. Warranty Waste Reduction Leadership - Lead initiatives to reduce warranty waste through identification, analysis, implementation, and continuous improvement. Provide regular updates to senior management.
Field Communication Management - Develop and distribute Technical Service Bulletins, Preliminary Information bulletins, emerging issues videos, Global Connect messages, and Tech Link articles to ensure accurate and timely communication to field personnel.
Post-Launch Readiness Execution - Review launch plans and ensure timely completion of post-launch deliverables. Develop support strategies for customer-facing issues and collaborate with the Double White Glove group to elevate emerging concerns.
Cross-Functional Problem Resolution - Collaborate with Program Engineering Managers, Program Quality Managers, DREs, QRD teams, SQEs, Supply Chain, Purchasing, and leadership to drive timely issue resolution. Document and track progress using the Problem Resolution and Tracking System (PRTS).
Customer Feedback Advocacy - Represent customer and dealer perspectives during Warranty Work Cell reviews and special part return evaluations to ensure voice-of-the-customer is integrated into quality decisions.
Support for Field Operations - Provide technical assistance to GM field teams, call centers, dealers, and service personnel. Partner with the Service Learning Center to close the loop on emerging issues and ensure effective resolution.
Data Monitoring & Trend Analysis - Continuously analyze warranty and field data to identify trends early and facilitate proactive solutions.
Documentation & Stakeholder Updates - Maintain current issue tracking in PRTS and ensure all relevant stakeholders—including Program teams, QRD, DREs, and SQEs—are informed of status and developments.
Continuous Improvement Engagement - Participate in CPIT, PDT, and XPIT meetings to contribute to process improvements and technical excellence.
Teardown Review Participation - Attend warranty and teardown review meetings, offering insights and updates on issue resolution progress.
Your Skills & Abilities (Required Qualifications)
- 5+ years of experience in automotive service and parts, with direct exposure to dealer and field service operations.
- Bachelor’s degree in Engineering, Automotive Technology, or a related field—or equivalent experience.
- Proven ability to collaborate across functions and influence change.
- Strong analytical, communication, and interpersonal skills at all levels, both internal and external.
- Experience working cross-functionally and cross-culturally.
- Ability to manage multiple priorities independently with minimal supervision.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Experience in program management and technical customer service.
- Deep knowledge of diagnostics and failure analysis.
- Exceptional analytical, written, and verbal communication skills.
- Strong decision-making and adaptability in ambiguous environments.
- Expertise in managing multiple assignments with high-quality execution.
- In-depth understanding of product development, warranty processes, and service operations.
Preferred Systems Knowledge/Proficiency
- ARC – Aftersales Release and Cataloging
- Microsoft Office Suite
- One CRM
- PowerBI
- Global Connect
- Global Warranty Management
- Tracker GART DB
- PRTS
- Electronic Parts Catalog
- Engineering Release System
