Manager - Service Leads & Business Process

Work Arrangement   This role is categorized as hybrid. The successful candidate is expected to report to GM Warren Technical Center (WTC) three times per week, or as dictated by business needs.

The Manager – Service Leads & Business Process manages a distinct business area focused on driving GM Dealer service lane performance through Business Development and service lead conversion, technical strategy, and data-informed decision-making. The main objective of this role is to identify and execute the key dealership service lane processes that will allow for conversion of a service lead into an optimal customer experience and revenue opportunity. The role translates strategy into clear direction for the team, aligns cross-functional stakeholders around priorities, and drives execution across programs, reporting, and performance-improvement initiatives. The position requires a people leader who connects analytics and operational insight to practical business needs, reprioritizes resources as conditions change, and guides the organization through complexity, change, and competing demands. Success in this role requires building a high-performing team, developing talent and future leaders, and delivering measurable outcomes that improve customer results, channel effectiveness, and revenue performance. What You’ll Do Lead a distinct retail-channel business area with accountability for business performance, strategic execution, and cross-functional alignment. Translate business strategy into clear direction, priorities, and operating plans for the team, reprioritizing and reallocating resources as business needs evolve. Convert business questions, performance gaps, and field feedback into dashboards, scorecards, reporting, and actionable insights that support faster, better decisions. Connect analytics to business priorities by identifying trends, risks, and revenue opportunities, then driving actions that improve conversion, execution, and customer outcomes. Lead cross-functional programs with sales, digital, field, and central-office stakeholders, influencing partners across the organization, including those who may be skeptical of new approaches. Resolve competing demands, sensitive situations, and organizational friction while maintaining momentum on the highest-impact work. Build and optimize workflows, operating routines, and scalable processes that improve efficiency, reduce complexity, and support durable business results. Lead regular business reviews that use performance data and operational insight to drive accountability, clarify actions, and improve execution. Build a team with the right mix of talent and experience, make intentional staffing and development decisions, and create continued career-growth opportunities for team members and emerging leaders. Champion change management and role model GM behaviors by creating an inclusive, high-accountability environment where employees are empowered to take ownership and deliver results. Your Skills & Abilities (Required Qualifications) Demonstrated success leading a business area, function, or team with accountability for measurable business outcomes. Proven people-leadership capability, including coaching, performance management, talent development, and building teams with diverse skills and shared objectives. Strong ability to translate strategy and business needs into priorities, operating plans, reporting, dashboards, scorecards, and practical insights for decision-making. Advanced ability to use data, analysis, and judgment to identify opportunities, influence action, and improve business performance. Demonstrated success leading through ambiguity, resolving competing priorities, and making resource-allocation decisions in a changing environment. Proven ability to work effectively across field teams, central-office functions, and multiple stakeholder groups, with the credibility to influence across boundaries. Strong written and verbal