General Motor

General Motor

BrightDrop - Service Network Lead

Description

At BrightDrop, we are reshaping e-commerce by developing smarter, greener, and more efficient ways to deliver goods and services to your door, while delivering a brighter future for the cities where we live. We are building an ecosystem of all-electric, zero-emissions delivery solutions – from electric vehicles, to ePallets and software that leverages real-time data to drive intelligent optimizations for e-commerce. To deliver on our mission we are growing fast and building a team, based in Palo Alto, with offices in Atlanta and Detroit, that is customer-focused, agile and passionate about innovating for a more sustainable future.

From engineering to product management and operations, BrightDrop is looking for people who can combine a passion for technology and sustainability with high doses of curiosity and rigorous thinking to deliver a better future.

Backed by General Motors, BrightDrop is striving to improve the communities where we live and deliver a better future for generations to come. We hope you'll join us.

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 and 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.

Roles and Responsibilities :

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

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

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

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

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

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

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

  • 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

  • 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

  • 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

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

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

  • Performs other related duties as assigned

  • Additional Description

    Skills & Qualifications Required:

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

  • Bachelor's Degree

  • Knowledge of the dealer operating models, metrics and reporting

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

  • Coordination and facilitation of meetings

  • Understanding of service and warranty metrics

  • Strong written and verbal communication

  • Experience with contracting and strong negotiation skills

  • Organized and self-directed

  • Continuous improvement mindset with extreme ownership

  • Provides feedback and coaching

  • Computer, data and analytic skills

  • Strong track record of driving for results

  • Strong and creative problem solving

  • Adaptability and comfort working with ambiguity

  • Experience managing outside contractors

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

  • 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.

    Total Rewards Benefits Overview

    From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

    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 [email protected] 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.

    Job details

    Title

    BrightDrop - Service Network Lead

    Employer

    General Motor

    Location

    United States

    Published

    June 11, 2024

    Application deadline

    September 09, 2023

    Job type

    Expert

    Field

    Engineering

    About the employer

    We embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Our diverse team of 164,000 employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion.

    Together, we want to make electric vehicles for everyone and safely push transportation beyond our wildest imaginations with autonomous vehicles and advance hydrogen fuel cell technology. We are proud of our achievements so far, but there is more work to be done. Together, for everyone.

     

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