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Remote District Service Manager Team Lead CCA Field Operations
Team Lead, Remote District Parts & Service
The Role
As the team lead, you will lead a distributed Remote District Parts & Service team that supports remote dealers across parts, service, customer experience, and related aftersales priorities. You will connect the remote team with regional field leaders and cross-functional partners to remove obstacles, improve dealer performance, and deliver a consistent customer experience. You will use dealer, customer, and operational data to set priorities, strengthen operating discipline, and turn field-tested practices into repeatable ways of working. This role also develops team capability and prepares employees for broader field and leadership responsibilities.
What You'll Do
- Lead, coach, and develop the distributed Remote District Parts & Service team while setting clear priorities, operating routines, service expectations, and accountability.
- Own the remote-dealer coverage strategy, including differentiated support for larger, higher-volume, or higher-opportunity dealers.
- Partner with Zone Managers, District Managers, regional leaders, customer experience teams, warranty and policy partners, field service engineering, training, and home-office teams to resolve issues and improve dealer outcomes.
- Translate dealer, customer, and operational data into prioritized action plans that improve service performance, parts results, customer satisfaction, retention, and revenue.
- Establish a consistent process for triaging inbound requests, escalating complex concerns, documenting actions, and closing the loop with dealers and field partners.
- Build proactive dealer engagement through virtual consultations, structured follow-up, targeted outreach, virtual meetings, and selective in-person support when business needs require it.
- Establish feedback loops to surface dealer and customer pain points, identify root causes, and coordinate corrective action across the appropriate General Motors organizations.
- Enable accurate support for warranty administration, customer assistance, service operations, field actions, and related dealer policies and procedures.
- Share field-tested practices through coaching, onboarding, job aids, virtual learning, and team forums, while developing career paths and capability-building opportunities for team members.
- Monitor team and dealer performance using agreed metrics and tools; communicate insights, risks, decisions, and progress to senior leaders; and lead special assignments, pilots, and process improvements.
Your Skills & Abilities (Required Qualifications)
- Bachelor's degree in business, operations, or management or equivalent professional experience.
- 5+ years of progressive experience in automotive retail, service or parts, OEM field operations, customer experience, warranty administration, or a related fields.
- Experience leading people, distributed teams, multi-site operations, or complex cross-functional programs.
- Demonstrated ability to use performance data and customer or dealer feedback to identify root causes, set priorities, and drive measurable action.
- Demonstrated understanding of dealer operations, service and parts processes, and the relationship between operational execution, customer experience, and business results.
- Ability to travel up to 25% to travel to dealers, General Motors locations, and business meetings as required.
- Ability to work effectively in a remote or hybrid environment using virtual collaboration tools.
What Can Give You a Competitive Advantage (Preferred Qualifications)
- Experience supporting remote coverage models, virtual service, virtual training, or digital customer and dealer processes.
- Experience with continuous improvement, change leadership, operating-model design, or implementation of standardized processes.
- Familiarity with dealer and field tools such as the Dealer Success Tool, Global Connect, customer case-management platforms, warranty systems, parts-performance reporting, or related analytics tools.
- Strong communication, facilitation, coaching, negotiation, and conflict-resolution skills.
- Ability to build trust and influence across dealer partners, field teams, senior leaders, and corporate functions.
- Ability to manage competing priorities, make sound decisions with incomplete information, and follow through on commitments.
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 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. Relocation benefits are available for candidates who qualify under company policy. This position requires the ability to legally operate a motor vehicle on a regular basis. A company vehicle will only be provided for this role by passing the Motor Vehicle Report review.
