Strategic Initiatives and Training Lead – CCA Field Operations

Job Description

Work Arrangement 

This role is categorized as hybrid. The successful candidate is expected to report to GM GlobalTechnical Center three times per week, or as dictated by business needs.

The Role
The Strategic Initiatives and Training Lead serves as the systems, reporting, and training interface for Customer Care & Aftersales Field Operations. This role helps field teams and dealers execute effectively by improving the tools, reporting, and processes that support customer experience, retention, revenue, and long-term loyalty. As the business owner for key field-facing systems and reporting, the lead translates business needs and field feedback into clear requirements for information technology, analytics, reporting, and training teams. The lead uses an agile, test-and-learn approach to design, pilot, measure, and scale solutions that improve dealer throughput, customer experience, and fixed coverage.

What You’ll Do

• Lead priority initiatives from problem definition through implementation, measurement, continuous improvement, and scale using an agile, test-and-learn approach.
• Define success measures and track initiative results, including throughput, utilization, customer experience, retention, and fixed coverage.
• Own Field Operations reporting, dashboards, and related systems as the business and product lead; maintain standard metrics and simplify, automate, and standardize recurring reporting.
• Translate business and field feedback into prioritized requirements for information technology, data, and reporting teams, ensuring tools and reports clearly communicate the next action for field teams and dealers.
• Identify, pilot, measure, and scale artificial intelligence and generative artificial intelligence capabilities—such as copilots, knowledge bots, and intelligent alerts—in partnership with information technology, data, customer experience, and Training teams.
• Co-create and support live, virtual, and on-demand training that enables effective use of tools, artificial intelligence capabilities, and reports.
• Develop change management and communication plans; track adoption and training effectiveness, and improve materials and approaches based on data and feedback.
• Serve as the primary point of contact across Field Operations, Training, information technology, analytics, customer experience, and program teams; gather and synthesize field and dealer feedback into prioritized improvements.
• Maintain concise documentation, standard work, and process maps that support repeatable and scalable initiatives.
• Surface risks, gaps, and opportunities; recommend and track countermeasures, stay current on GM enterprise artificial intelligence capabilities and external best practices, and coach the team on effective, responsible use consistent with GM policies and governance.

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in business, marketing, operations, or a related field.
• 5+ years' experience in dealer operations, field operations, training, program management, or service operations.
• Experience leading cross-functional initiatives from concept through pilot and scale with measurable business impact.
• Experience translating business needs into systems and reporting requirements and training needs while bridging business and technical teams.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• Familiarity with reporting tools, dashboards, and customer relationship management platforms.
• Experience serving as a product owner or systems and process lead for business-facing tools or reporting.
• Formal training or certification in change management, project management, or lean or continuous improvement.
• Experience using Net Promoter Score, retention, or customer experience metrics.
• Strong analytical, communication, and storytelling skills, including the ability to simplify complex topics.
• Ability to influence without direct authority and work effectively in fast-paced, ambiguous environments while keeping stakeholders informed and aligned.
• Self-directed approach to identifying problems and opportunities, creating structure, moving work forward, following through, and delivering measurable outcomes.

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}. Relocation benefits are available for candidates who qualify under company policy.

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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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