Field Ops Strategy, Reporting & Training Lead

General Motors Company; Warren (MI); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Relocation benefits

Job summary

General Motors Company in Warren, Michigan, is seeking a Strategic Initiatives and Training Lead for CCA Field Operations. This hybrid role reports to GM Global Technical Center three times per week and focuses on improving tools, reporting, and processes to enhance customer experience and loyalty.

You will translate field feedback into clear requirements for IT, data, and training teams, drive pilots with an agile approach, and own key dashboards and reporting while coaching teams on governance

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 while bridging business and technical teams.

Responsibilities

• Lead priority initiatives from problem definition through implementation, measurement, 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 AI capabilities—such as copilots, knowledge bots, and intelligent alerts—in partnership with IT, data, customer experience, and Training teams.
• Co-create and support live, virtual, and on-demand training that enables effective use of tools, AI 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 contact across Field Operations, Training, IT, analytics, customer experience, and program teams; gather and synthesize field and dealer feedback into prioritized improvements.
• Maintain concise documentation, standard work, and process maps for repeatable and scalable initiatives.
• Surface risks, gaps, and opportunities; recommend countermeasures, stay current on GM enterprise AI capabilities and governance, and coach the team on effective use.

Skills

Dealer operations

Field operations

Training

Program management

Cross-functional leadership

Agile methodologies

Reporting & dashboards

Education

Bachelor’s degree in business, marketing, operations, or a related field

Job description

General Motors Company in Warren, Michigan, is seeking a Strategic Initiatives and Training Lead for CCA Field Operations. This hybrid role reports to GM Global Technical Center three times per week and focuses on improving tools, reporting, and processes to enhance customer experience and loyalty.

You will translate field feedback into clear requirements for IT, data, and training teams, drive pilots with an agile approach, and own key dashboards and reporting while coaching teams on governance