Business Operations & Performance Manager, Digital Retail Platform (DRP)

Description

The Role

GM continues to progress with the development and rollout of our all-

new Digital Retail Platform (DRP) that delivers an omni-channel learning, shopping, and buying experience on the brand.com and Dealer websites. The platform enables customers to buy or lease their next vehicle with a Dealer 100% online, 100% in-store or any point in between.

The DRP business team is seeking a Business Operations & Performance Manager to focus and deliver on two operational facets of the business. 1) Plan and run the business unit in conjunction with the Director – Digital Retail Platform (DRP) to drive and manage the effectiveness of our operation to best service our customers. This includes automotive consumers, GM Dealers and the Brands. 2) Lead analytics strategy, collaborating with key stakeholders and internal partners to analyze and optimize business performance of the platform and to drive effectiveness, utilization and business results while delivering a world-class Customer Experience. This includes three distinct areas of focus for the business: website metrics & analytics, testing and research.

You will play a critical role in managing the day-to-day operation and supporting your leaders to ultimately drive internal and external acceptance, advocacy and success of the platform for all customers. This position requires a customer-centric, digital and operations mindset, partnership with internal and external teams, automotive sales/retail and digital experience, and an understanding of GM department and Brand functions. The ideal candidate embodies GM’s Behaviors and can operate independently, effectively prioritize, manage change and ambiguity while dealing with the challenges associated with a new digital product and technology in a fast-paced environment while understanding the needs of the organization and Dealers.

What You’ll Do

Plan and lead the DRP business operations to ensure business priorities are met and support the DRP day-to-day operations, the go-to-market plan, long-term strategy and success

Coordinate and execute short and long-term business activities and operations to deliver a world-class Customer Experience (CX) and Dealer Experience (DX) while driving stakeholder utilization, platform performance and operational excellence

Create DRP communication content, proof points and merchandising for report-out with key stakeholders and GM leadership

Develop DRP business updates and content for daily operations, leadership reviews, Dealer Executive Board (DEB) meetings, National Dealer Council (NDC) meetings, etc

Lead meetings with key internal and external stakeholders to support and execute business operations, and/or increase education and acceptance of the platform & garner feedback

Drive continuous improvement initiatives based on feedback from Dealers, Brands, and industry best practices

Drive critical platform performance discipline for the DRP inclusive of business performance analytics, metrics, monthly reporting, research and testing in collaboration with internal GM partners and stakeholders

Across all brands – Chevrolet, Buick, GMC, Cadillac, and CarBravo, for new & used vehicles across the CX and DX

Establish and drive performance metrics in collaboration with support teams for development of standard metrics and insights, as well as ad hoc requests based on business need, customer or Dealer feedback (i.e. MAS)

Develop the testing and research learning agendas for gaining voice of the customer, user testing and evaluation vs. industry, to help drive prioritization of features, optimizations and enhancements

Lead best practice identification for digital retailing platforms inclusive of benchmarking, testing and research

Establish and maintain strong relationships with Brand teams, cross-functional areas, and key Dealers to best understand ongoing retail needs and deliver a high-quality, well-performing digital retailing solution

Your Skills & Abilities (Required Qualifications)

Bachelor’s degree required - Business, Marketing, or related area preferred

7+ years total experience, 3+ years of automotive Digital, Go-to-Market, Marketing, or Sales/Retail required (preferred Sales, Service & Marketing experience)

Professional and organized, self-starter with the flexibility to effectively manage change and ambiguity

Demonstrated strong business/industry acumen, change management, and communications experience

Ability to assimilate varied topics into clear, concise, and focused recommendations, presentations and communications appropriate to the audience

Strategic thinker with effective interpersonal skills to work collaboratively across all levels to ensure understanding, message, and communications are appropriately tailored to the audience

Demonstrated strong written, oral and PowerPoint communication skills

Attentive to detail and precision, with track record of successful execution

High level of time management and prioritization skills

High level of interpersonal skills to work effectively with, motivate and elicit work from others

High level of analytical ability where problems are very unusual and difficult

Must be energetic, bright, hardworking, enthusiastic; willing to offer opinions and judgments and constructively challenge leadership

Proficient with all collaboration tools; MS Teams, SharePoint, MS Office Suite especially PowerPoint and Excel

Ability to travel as needed (less than 5-10% conferences/meetings)

What Can Give You a Competitive Advantage (Preferred Qualifications)

Automotive industry and GM systems knowledge

Professional business acumen and experience launching complex initiatives

Sales, Service and Marketing experience

Dealer operations experience

Knowledge of corporate policies and procedures

Master’s Degree / MBA

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}.

The selected candidate will be required to travel <25% for this role.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

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.

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Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

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.

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