Cadillac Academy Assistant Manager

Description

The Cadillac Academy Assistant Manager assures Cadillac's dealer network is fully prepared to deliver a consistent, luxury experience. This is particularly critical as Cadillac supports a strong portfolio, while evolving its learning strategy and ecosystem. This role provides centralized leadership for learning strategy, and it intersects with Customer Experience (CX), platform management, and communication, preventing gaps in dealer readiness and ensuring alignment with Cadillac's business priorities.

The role drives dealer competency and customer experience performance by delivering high-quality product and process learning and enablement across Sales, Service, and CX. It strengthens adoption of new technologies, enhances the effectiveness of the Cadillac IQ platform, and ensures timely, accurate communication to field teams and dealers. This directly supports brand perception, sales performance, EV readiness, and overall operational efficiency.

The Cadillac Academy Assistant Manager will lead all Cadillac Academy training initiatives and ensure alignment with Cadillac's overall business strategies.

Key responsibilities include:

Training Strategy and Execution

• Drive the execution of learning strategies, processes, and operational plans for Cadillac Academy.
• Manage all product training initiatives for Cadillac's dealer network (virtual and live), covering Sales, Service, and Customer Experience.
• Oversee product, process, and culture transformation training programs.

• Ensure operational excellence for the Cadillac IQ training platform.
• Implement enhancements to strengthen IQ functionality and user experience.
• Conduct continual UX testing, identify bugs, and coordinate resolution with agency partners.
• Review and approve content for platform publication weekly.

• Manage communications for field, HQ, and dealer partners regarding Cadillac IQ platform updates, campaigns, and training requirements.
• Coordinate Global Connect messaging and support Sales Operations for scheduling.
• Collaborate with Field District Sales Managers to increase platform engagement.

• Manage pre-production and marketing fleet logistics for regional and in-dealership training events.
• Work with event partners to coordinate live event logistics, registration, and reporting.

• Partner with the Center of Learning team to deliver world-class product training.
• Set priorities and provide direction for Product and Experience Leaders conducting in-dealership training.
• Collaborate closely with Cadillac Product and Marketing teams and maintain strong relationships with Sales Operations and Field teams.

• Review and approve web-based and instructor-led training courses, job aids, and additional resources.
• Ensure integration between Cadillac IQ and the Learning Management System.

• Investigate quarterly Pinnacle training exceptions.
• Handle sensitive and confidential information with integrity.
• Adapt quickly to leadership feedback and perform other duties as assigned.

• Bachelor's Degree required; in Business, Communications, Business Administration, Marketing or related field preferred.
• 5+ years of experience in learning and development, or customer experience (CX) -related position, ideally within a luxury brand or high-touch environment.
• Proficiency in Microsoft Office; ability to learn new systems quickly.
• Highly effective communicator across all mediums: verbal, written, presentation, digital, and social platforms.
• Demonstrated ability to inspire, coach, and motivate employees through influence to elevate performance, uphold GM's Cultural Behaviors, and deliver exceptional outcomes.
• Automotive industry knowledge required; EV and charging ecosystem experience strongly preferred.
• Strong analytical mindset with the ability to interpret data, identify trends, and leverage insights to drive continuous improvement.
• Experience partnering with cross-functional teams (Sales, Service, Marketing, GM Energy, Product, and Dealer Operations).
• Ability to manage multiple priorities in a fast-paced environment, balancing strategic thinking with day-to-day execution.
• Demonstrated success implementing learning and customer experience initiatives that improve quality, efficiency, or customer satisfaction metrics.
• High level of professionalism, presence, and comfort interacting with senior leadership, field and dealers.