Strategic Initiatives and Training Lead

Description

The Role

The Strategic Initiatives and Training Lead serves as the systems and reporting interface for Customer Care Aftersales Field Operations, ensuring our tools, reporting, and training enable the field and dealers to execute with excellence. The role is grounded in our team mission: laser focus on delivering a consistent leading customer experience to our dealers, field and end customers, and on processes which drive retention and contribute to revenue to build loyalty, trust and long-term growth.

This role acts as the business owner for key field-facing systems and reporting, translating business needs into clear requirements for IT, analytics, and team training. They lead innovation initiatives using an agile, test and learn approach to rapidly design, pilot, measure, and scale solutions that drive dealer throughput, customer experience, and fixed coverage.

What You'll Do (Responsibilities):

Strategic Initiatives & Innovation

• Lead the end-to-end design, execution, and continuous improvement of priority initiatives for CCA Field Operations, taking clear ownership from problem framing through implementation and scale.
• Use a test-and-learn / agile approach to pilot new processes, tools, and training; define clear success metrics and track results (throughput, utilization, CX, retention, fixed coverage), proactively surfacing opportunities and solutions in ambiguous environments.

• Serve as the business owner / product lead for Field Operations reporting, dashboards, and related systems, ensuring they clearly answer "what do I do next?" for field and dealers.
• Act as the AI/GenAI champion for CCA Field Operations-identifying, piloting, and scaling AI-enabled capabilities (e.g., copilots, knowledge bots, intelligent alerts) that simplify workflows, accelerate insights, and improve decision-making.
• Translate often ambiguous business and field feedback into prioritized, actionable requirements for IT, data, and reporting teams; define and maintain standard metrics and drive simplification, automation, and standardization of recurring reporting.

• Co-create and support delivery of field and dealer training (live, virtual, and on demand) that enables effective use of tools, AI-enabled capabilities, and reports.
• Develop clear change management and communication plans; track adoption and training effectiveness, and iterate quickly based on data and feedback.

• Act as a single, credible point of contact between Field Operations, Training, IT, analytics, CX, and program owners for initiatives in scope, influencing without authority and driving alignment.
• Regularly gather and synthesize voice-of-field and dealer feedback; convert insights into prioritized improvements to systems, AI solutions, reporting, and training.

• Maintain concise documentation, standard work, and process maps for initiatives under scope, ensuring repeatability and scalability.
• Use data to surface risks, gaps, and opportunities; recommend and track actionable countermeasures while championing GM behaviors-Think Customer, Innovate Now, Look Ahead, One Team, Win With Integrity.

• Serve as the go-to AI/GenAI expert for CCA Field Operations-staying current on GM enterprise capabilities and external best practices, and converting them into practical, field-ready use cases.
• Proactively identify new AI opportunities across reporting, training, CX, and field tools; build business cases, run pilots, and scale what works in partnership with IT, data, CX, and Training.
• Coach and upskill the team on how to use AI tools effectively, responsibly, and in line with GM policies and governance.

• Self-motivated self-starter who independently identifies problems and opportunities, creates structure where it doesn't exist, and moves work forward without needing constant direction.
• Comfortable operating in ambiguity-able to test, learn, and adapt quickly while keeping stakeholders informed and aligned.
• High ownership mentality with a bias for action, follow-through, and delivering measurable outcomes for dealers, field teams, and customers.

• Bachelor's degree in Business, Marketing, Operations, or related field.
• 5+ years in dealer operations, field operations, training, program management, or service operations (automotive strongly preferred).
• Proven experience leading cross-functional initiatives from concept through pilot and scale with measurable business impact.
• Demonstrated ability to bridge business and technical teams, translating business needs into systems/reporting requirements and training.
• Strong analytical, communication, and storytelling skills; able to simplify complex topics and influence without direct authority in fast-paced, ambiguous environments.

• Familiarity with GM and CCA systems and reporting (e.g., dealer reporting tools, tear sheets, dashboards, CRM platforms).
• Experience as a product owner or systems/process lead for business-facing tools or reporting.
• Formal training or certification in change management, project management, or lean/continuous improvement, and experience with Net Promoter Score (NPS), retention, or customer experience metrics.