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BrightDrop - Business Process Lead Aftersales Customer and Dealer Care

  • Warren
  • Marketing, Sales, and Service
  • Full time
  • Added
  • JR-000074482


The world has changed, and we need your help to change it for the better! The General Motors BrightDrop team is tasked with developing and commercializing smarter ways to deliver goods and services.  This includes zero emission solutions that will reduce congestion in cities and improve safety.  BrightDrop is seeking customer-focused team members who have a passion for innovative technologies and approaches to business.  Access to advanced technologies and the autonomy to challenge convention create an exciting fast-paced environment often associated with Silicon Valley start-ups.

To learn more about how we’re building smarter ways to deliver goods and services please go to

Job Description:

CCA's Service Operations is the organization responsible for supporting GM's global dealer network with tools and equipment, technician training and warranty administration. In addition, this organization is responsible for helping to identify product quality concerns. This role is responsible for ensuring continuous improvement, effective delivery, customer retention and profitability in service operations. Performs observations, assessments, interviews and analysis to provide key insights to dealership leadership on their performance and areas in which they can improve.

  • Subject matter authority for Global Warranty Management (GWM), Service Policies and procedures and Warranty administration.

  • Supports integration of Warranty administration functions.

  • Provides Warranty support for all of the zone team members.

  • Develops and implements necessary dealer training.

  • Coaches dealers, Managers of Aftersales and District Managers of Aftersales in the area of Warranty administration.

  • Holds themselves and others accountable for demonstrating GMs values and cultural behaviors.

  • Performs other related duties as assigned.

Additional Description

Required Qualifications:

  • 3-5 years experience in any number of roles, including automotive field roles,  Warranty, Aftersales, Customer Experience, etc.

  • Experience in change management or culture building

  • Understanding/experience of process improvement, lean methodologies, GMS principles

Education Credentials:

  • Required:  4-Year degree

  • Preferred:  M.B.A in Business Administration, Operations Management, Marketing, Etc.

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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.