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BrightDrop - Manager, Service Network

  • Warren
  • Marketing, Sales, and Service
  • Full time
  • Added
  • JR-202303723


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.

This is a unique opportunity to innovate and scale sustainable solutions to address the world’s mobility challenges.  We seek passionate and experienced individuals - come join us and let’s innovate!

In this role, you will build out the BrightDrop global Service Network (both brick & mortar and mobile) to support BrightDrop vehicle and non-vehicle product maintenance, repair, and collision & glass repair.  You will join a high performing, innovative, and culturally aligned BrightDrop Service Operations & Support Team helping define and enable world class service for our fleet commercial customers with a focus on uptime and customer loyalty.

This role is required to build out the extensive service network for both vehicle and non-vehicle product maintenance and repair; both brick & mortar and mobile.  This role is responsible to research and contract with independent service providers along with new BrightDrop dealers to support the growth of sales throughout North America.  This includes servicing support for collision and glass repair as well.  BrightDrop must set up 55 locations by 2023 yearend, so this role is key to enable that rapid growth with partners who can properly represent BrightDrop service supporting 99% uptime of our fleet products.  This role will manage a team who support the contracting, performance tracking, site visit authorizations, etc. for building out this network.

Roles and Responsibilities :

o   Responsible for building out the global Service Network (both brick & mortar and mobile) to support BrightDrop vehicle and non-vehicle product maintenance, repair, and collision & glass repair

o   Research and develop the strategy for network coverage driving 99% uptime of BrightDrop products

o   Establish and negotiate appropriate contracts with clear performance metrics for network providers to support all BrightDrop products

o   Build relationships with repairers to ensure engagement and BrightDrop defined experience

o   Oversee, direct and authorize service locations and technicians through Capability Studies ensuring the proper facilities, tools & equipment, training, processes, and performance

o   Develop the strategy for performance of the network, establish scorecards, and oversee the traction of overall performance with SLAs as well as continuous improvement

o   Help design and implement operational tools, training and standardized processes that are repeatable, scalable and in alignment with organizational goals and objectives

o   Develop and execute the process for gathering detailed vehicle and non-vehicle repair data for sharing with GM and BrightDrop engineering for future repair/design improvements

o   Work with technicians and dealership(s) to ensure systems and processes are in place to manage and process warranty claims according to BrightDrop policies & procedures

o   Evaluate BrightDrop’s service customer experience based on customer and product data along with observations.  Assist in continuous improvements / problem resolution to build customer loyalty and drive uptime

o   Ability to manage time and projects and measure/prioritize work effectively with limited supervision

o   Responsible to drive profitability through appropriate contracts, agreements, and customer experience delivering 99% uptime and achieve financial targets

o   Build a diverse and effective team by selecting the best talent, managing performance and providing proper coaching to motivate the team in alignment with our BrightDrop cultural values

o   Performs other related duties as assigned


Additional Description

Skills & Qualifications Required:

o   Minimum 10 years-experience in service engineering, automotive parts and service, and/or collision.  Experience with electric vehicles preferred, but not required

o   Bachelor’s degree or equivalent experience

o   Strong leadership and motivational skills

o   Knowledge of the dealer operating models, metrics and reporting

o   Knowledge of service, parts and warranty department operations and interconnectivity 

o   Coordination and facilitation of meetings

o   Understanding of service and warranty metrics

o   Preferred understanding of collision repair and processes

o   Strong written and verbal communication

o   Experience with contracting and strong negotiation skills

o   Organized and self-directed

o   Continuous improvement mindset with extreme ownership

o   Provides feedback and coaching

o   Computer, data and analytic skills

o   Strong track record of driving for results

o   Strong and creative problem solving

o   Adaptability and comfort working with ambiguity

o   Experience managing outside contractors

o   Ability to work collaboratively and effectively in matrix organization in alignment with our cultural behaviors

About BrightDrop

BrightDrop is a tech company transforming commercial delivery and logistics. Its portfolio of electric delivery vehicles, smart eCarts, and software solutions are designed to create a smarter, safer, more sustainable future. BrightDrop is a wholly owned subsidiary of General Motors. For more information, visit

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 or call us at 800-865-7580. 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.