Business Operations Incident Management & Applications Specialist

Description

The Role

The Digital Service Solutions team is part of the CCA organization tasked with ensuring our customers enjoy world-class service experiences. We own the go-to-market approach as part of the enterprise shift to deliver ongoing digital experiences to our customers. The Business Operations team ensures operational excellence by streamlining processes, acting as a liaison between dealerships, CCA field teams, Product Managers, and Information Technology, while collaborating with other departments to align strategies with business objectives and providing requirements for future enhancements. If you're a strong operator, team player, and continuously working to improve customer experience, this might be the right opportunity for you. The Business Operations Incident Management & Applications Specialist will be responsible for becoming a subject matter expert (SME) in all applications affecting the service lane including Online Service Scheduling (OSS), My BDC, Dealer Management Systems (DMS), etc. This role will lead the Incident Management team in all aspects of incident management, and applications support activities as needed to support our applications, dealers, and field teams, and will frequently interact with other CCA teams, along with Product, IT, and Vendor support teams.

What You'll Do: (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.

• 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.

• Strong MS-Excel skills (VLOOKUPs, Pivot tables, etc.)
• Proficient in MS-Project, MS-Visio, MS-PowerPoint, MS-Power BI
• Highly collaborative work style. Enjoys working in a fast-paced team environment
• Understanding of technical language and ability to troubleshoot Bandwidth on Demand, endpoints, web services, data transfers, etc.
• Demonstrated leadership and management skills. Ability to manage and work with external teams
• Strong organization skills to manage multiple tasks/projects simultaneously with minimal supervision
• Comfortable presenting in front of large audiences (internal leadership, field, dealers, etc.)
• Ability to stay organized and work efficiently in remote atmosphere, as well as in a collaborative environment
• Self-starter and eager to expand knowledge set
• Analytics background a plus

• The expected base compensation for this role is ($102,000.00 - $135,900.00) USD Annually. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
• Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include 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 and more