Service Operations Manager.

Start free →

Or apply yourself on the official page →

About the role

Job Description Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time. The Role: The Service Operations Manager leads after-sales service operations across the dealer network, ensuring strong customer satisfaction, workshop productivity, technical capability, brand quality, warranty performance, and service profitability. The role leads and coordinates the service manager team, including dealer business management, Field Service, Technical Assistance Center, Brand Quality, Warranty, and Contact Center activities. The Service Operations Manager translates business and customer priorities into dealer strategies, operating standards, performance plans, and measurable improvement actions. The role provides leadership and direction to service managers and dealer teams, ensures effective escalation of technical and customer concerns, drives compliance with GM policies and applicable regulations, and connects dealer feedback with engineering, manufacturing, quality, sales, warranty, customer care, and regional or global functions. What You'll Do: • Lead the overall service operations strategy for the dealer network and align dealer execution with business, customer, quality, and brand objectives. • Lead and coordinate the service manager team, ensuring effective collaboration across dealer business management, Field Service, Technical Assistance Center, Brand Quality, Warranty, and Contact Center functions. • Manage service operations for a network of 34 service outlets, driving consistent standards, performance improvement, and customer-focused execution. • Establish, monitor, and report dealer performance scorecards covering customer satisfaction, first-time repair, workshop productivity, team efficiency, warranty performance, technical case aging, recall completion, and service retention. • Drive customer satisfaction and service-lane improvements through dealer action plans, performance reviews, customer feedback analysis, and operational follow-up. • Support achievement of strong service-performance results, including 90% customer satisfaction and 92% first-time repair completion performance. • Use the voice of the customer to identify recurring concerns and communicate actionable priorities to the relevant internal and external functions. • Develop and implement strategies that improve service-lane experience, workshop efficiency, customer loyalty, retention, and dealer profitability. • Monitor dealer business performance and identify opportunities to improve labor utilization, workshop capacity, service absorption, customer-pay performance, and operational efficiency. • Ensure that Field Service and Technical Assistance Center teams provide timely, consistent, and effective technical support for complex customer and vehicle concerns. • Oversee technical case management and escalation performance, including an average volume of approximately 300 technical tickets per month. • Ensure that technical investigations, field quality issues, and customer-impacting concerns are progressed through containment, root-cause analysis, corrective action, validation, and closure. • Drive dealer compliance with GM Technical Assistance Center processes, warranty policies, service procedures, after-sales standards, and applicable operating requirements. • Conduct and review monthly warranty performance evaluations and quarterly operations and warranty audits across the dealer network. • Reduce warranty waste and control warranty expense by identifying negative trends, wasteful practices, process gaps, and opportunities for improved claim quality, contributing to a 20% year-over-year reduction in warranty waste. • Ensure effective implementation and completion

View the official posting →