Description Overview: The Lead Warranty Performance Manager - Customer Care Aftersales Warranty Recovery strategizes and executes Customer Care Aftersales service part warranty cost recovery activities from initiation through closure across both the General Warranty / Field Action and OWT recovery paths.
The Role: The role requires analysis of Customer Care Aftersales warranty claim data, development of recovery strategy and obtaining cross functional alignment. Work involves functioning as liaison between Customer Care Aftersales Warranty, Customer Care Aftersales and Production Purchasing, Engineering, Quality, Legal, Finance, Data Analytics / PartLink teams, and suppliers to recover costs related to Customer Care Aftersales service part warranty and field actions. Considerable initiative, attention to detail and independent judgement is required. A successful candidate will demonstrate the ability to:
What You'll Do: - Defines Customer Care Aftersales warranty cost recovery strategy, obtains cross functional alignment with key stakeholders, and leads case execution from intake through settlement and closure
- Analyzes and prioritizes Customer Care Aftersales service part (ZPTI) warranty claims by supplier and labor code to build a focused, repeatable pipeline of recovery cases
- Validates claim populations, including eligible 1:1 Customer Care Aftersales /OE parts, part supersessions, and correct Customer Care Aftersales supplier mapping
- Partners with Customer Care Aftersales and Production Purchasing to confirm the sourcing path (OWT versus General Warranty) and to determine commercial strategy, leverage, and risk points
- Sets the recovery position - proposing technical factors for OWT recovery groups or building a technical responsibility position for General Warranty cases - and prepares supplier kickoff materials
- Functions as liaison with Suppliers to drive a firm GM position on supplier responsibility for warranty, and negotiates and executes cost recovery settlements with suppliers
- Leads cross functional activities with Engineering and Quality teams to build technical/root-cause evidence and resolve supplier rebuttals, and engages Purchasing and Legal where commercial engagement and settlement agreements are required
- Oversees billing, collection, and reconciliation of recoveries through PartLink or SAL, including review and resolution of supplier bill disputes
- Supports the future-state recovery model, including adding OWT terms to new and eligible existing contracts, establishing Customer Care Aftersales recovery groups and technical factors, and enabling PartLink automated claim mapping and billing
- Applies proven OE warranty recovery processes to the Customer Care Aftersales domain, captures lessons learned, and continuously improves the process
- Help remove roadblocks and escalate stalled supplier negotiations as needed
- Communicates status of cost recovery results
- Interact with leadership including: advising, updating, and communicating status on key items, achievements, and issues.
- Build and maintain relationships internally and externally
- Exhibit a strategic, forward-thinking mindset
- Anticipate risk and opportunities throughout the process
- Communicate clearly through standalone presentations, leadership reviews, team meetings and 1:1 discussions with senior leaders
Your Skills & Abilities (Required Qualifications): - 5+ years experience in commodity purchasing, supply chain, engineering, manufacturing, product development, logistics, program/product management, aftersales/service parts, or warranty (any internship or co-op experience will not be considered)
- Relationship Management - Develops and maintains constructive, cooperative working relationships
- Negotiation - engage in collaborative discussions to reach meaningful agreements
- Analytical Thinking - Consider a range of factors in decision making to determine solutions and their impacts; comfortable working with large warranty claim data sets
- Results Focus - Take charge without prompting, seize opportunities and deliver on time
- Workload Management - Manage multiple cases and tasks with quality and prioritize by critical needs
- Highly skilled at working independently and in a team environment with a high level of ambiguity, including building new processes where none exist today
- Advanced in Microsoft Office Suite including Excel, OneNote, Teams, SharePoint or Google Office
- Ability to travel 5% of the time domestically
Preferred Qualifications and Competitive Edge: - Bachelor's degree in Business, Supply Chain Management, Engineering, Finance, or related field
- 10+ years of OEM experience, including strategy development and supplier management.
- Experience with contracts/agreements, including warranty terms and settlement agreements.
- Experience mining and analyzing large data sets using advanced Excel or BI/reporting tools
- Project management and time management skills
- Self-motivated individual willing to take the initiative to continuously improve practices and systems, including process and system automation
- Purchasing, engineering, quality or manufacturing, warranty background.
- Knowledge of materials management.
- CQI-14 Automotive Warranty Management experience
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)
This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
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