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

Business Operations & Performance Manager

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