Job Description

This role is categorized as HYBRID. This means the successful candidate is expected to report to GM - Cadillac Tower three times per week, at minimum.

GM continues to progress with the development and rollout of our all-new Digital Retail Platform (DRP) that delivers an omni-channel learning, shopping, and buying experience on the brand.com and Dealer websites. The platform enables customers to buy or lease their next vehicle with a Dealer 100% online, 100% in-store or any point in between.

The DRP business team is seeking a Business Operations & Performance Manager to focus and deliver on two operational facets of the business. 1) Plan and run the business unit in conjunction with the Director – Digital Retail Platform (DRP) to drive and manage the effectiveness of our operation to best service our customers. This includes automotive consumers, GM Dealers and the Brands. 2) Collaborate with key stakeholders and internal partners to analyze and optimize business performance of the platform and to drive effectiveness, utilization and business results while delivering a world-class Customer Experience. This includes three distinct areas of focus for the business: website metrics & analytics, testing and research.

You will play a critical role in managing the day-to-day operation and supporting your leaders to ultimately drive internal and external acceptance, advocacy and success of the platform for all customers. This position requires a customer-centric, digital and operations mindset, partnership with internal and external teams, automotive sales/retail and digital experience, and an understanding of GM department and Brand functions. The ideal candidate embodies GM’s Behaviors and can operate independently, effectively prioritize, manage change and ambiguity while dealing with the challenges associated with a new digital product and technology in a fast-paced environment while understanding the needs of the organization and Dealers.

Role Responsibilities:

• Plan and lead the DRP business operations to ensure business priorities are met and support the DRP day-to-day operations, the go-to-market plan, long-term strategy and success
  • Coordinate short and long-term business planning activities and operations to deliver a world-class Customer Experience (CX) and Dealer Experience (DX) while driving stakeholder utilization and platform performance
  • Create DRP communication content, proof points and merchandising for report-out with key stakeholders
  • Develop DRP business updates for Brand leadership reviews, Dealer Executive Board (DEB) meetings and National Dealer Council (NDC) meetings
• Facilitate meetings with key internal and external stakeholders that increase education and acceptance of the platform & garner feedback
• Drive continuous improvement initiatives based on feedback from Dealers, Brands, and industry best practices
• Drive critical platform performance discipline for the DRP inclusive of business performance analytics, metrics, monthly reporting, research and testing in collaboration with internal GM partners and stakeholders
  • Across all brands – Chevrolet, Buick, GMC, Cadillac, and CarBravo, for new & used vehicles across the CX and DX
  • Establish and drive performance metrics in collaboration with support teams for development of standard metrics and insights, as well as ad hoc requests based on business need, customer or Dealer feedback (i.e. EDAI, MAS)
  • Develop the testing and research learning agendas for gaining voice of the customer, user testing and evaluation vs. industry, to help drive prioritization of features, optimizations and enhancements
  • Lead best practice identification for digital retailing platforms inclusive of benchmarking, testing and research
• Establish and maintain strong relationships with Brand teams, cross-functional areas, and key Dealers to best understand ongoing retail needs and deliver a high-quality, well-performing digital retailing solution

Role Qualifications:

• Bachelor’s degree required - Business, Marketing, or related area preferred
• 7+ years total experience, 3+ years of automotive Digital, Go-to-Market, Marketing, or Sales/Retail required (preferred Sales, Service & Marketing experience)
• Professional and organized, self-starter with the flexibility to effectively manage change and ambiguity
• Demonstrated strong business/industry acumen, change management, and communications experience
• Ability to assimilate varied topics into clear, concise, and focused recommendations, presentations and communications appropriate to the audience
• Strategic thinker with effective interpersonal skills to work collaboratively across all levels to ensure understanding, message, and communications are appropriately tailored to the audience
• Demonstrated strong written, oral and PowerPoint communication skills
• Attentive to detail and precision, with track record of successful execution
• High level of time management and prioritization skills
• High level of interpersonal skills to work effectively with, motivate and elicit work from others
• High level of analytical ability where problems are very unusual and difficult
• Must be energetic, bright, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership
• Proficient with all collaboration tools; MS Teams, SharePoint, MS Office Suite especially PowerPoint and Excel
• Ability to travel as needed (less than 5-10% conferences/meetings)

Additional Job Description

Preferred Role Qualifications:

• Automotive industry and GM systems knowledge
• Professional business acumen and experience launching complex initiatives
• Sales, Service and Marketing experience
• Dealer operations experience
• Knowledge of corporate policies and procedures
• Master’s Degree / MBA

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.

• #LI-MO1

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.​