AV Service Operations Program Manager

Job description

Job Description At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We’re turning today’s impossible into tomorrow’s standard — from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features. Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale The AV Service Operations Program Manager coordinates the programs and processes that keep the AV fleet maintained, serviceable, and ready for operations and testing. This role works across Service Operations, Fleet Management, Fleet Reliability, technicians, suppliers, and site teams to create work plans, track execution, identify risks, and drive issues to closure. This individual contributor leads through influence and provides day-to-day direction to technicians and partner teams. The role coordinates service maintenance planning, support inventory needs, retrofit status, technician training, tools, and site readiness. Fleet Management owns fleet planning, work-order intake, inventory planning inputs, vehicle change requests, and retrofit scheduling or approvals; Service Operations executes the work and verifies completion. Success requires strong automotive and technical operations knowledge, familiarity with GM tools and processes, and disciplined program-management skills. What You’ll Do Coordinate daily technician work planning and execution across supported sites in partnership with Fleet Management and the AV Service Operations Manager. Translate work orders, planned maintenance, vehicle change requests, retrofit plans, and fleet priorities into technician assignments, schedules, status tracking, and escalations. Maintain accurate work-order, vehicle, configuration, parts, repair, and completion information in approved GM service and fleet systems. Support service maintenance planning by identifying labor, parts, tooling, site, and scheduling constraints before work is assigned. Support inventory planning with Fleet Management by tracking service parts, consumables, critical spares, shortages, lead times, and risks to fleet readiness. Coordinate retrofit execution from released plan and scheduled work through technician readiness, parts and tooling confirmation, field execution, verification, documentation, and closeout. Track retrofit status, open actions, dependencies, risks, and completion evidence; provide concise updates to Fleet Management, Service Operations, and affected stakeholders. Manage and maintain technician training plans, including required technical, safety, process, tool, and platform training; identify coverage gaps and follow up on completion. Coordinate deployment and readiness of service tools, diagnostic equipment, software access, documentation, and other technician support needs across sites. Maintain dashboards, trackers, operating reviews, and status reports for fleet readiness, maintenance, repairs, retrofits, training, inventory, tools, and risks. Establish and improve standard work, handoffs, templates, checklists, and escalation processes that make service execution consistent across sites. Partner with Fleet Reliability and troubleshooting teams to capture field evidence, route technical issues, track actions, and return verified repair results and lessons learned into the service process. Support development and execution of safe, repeatable post-collision repair and return-to-service workflows, including required inspections, repairs, validation, documentation, and approval gates. Prepare sites and technicians for new vehicle architectures such as SDV 2.0, including service, diagnostics, repair processes, software or configuration changes, and test-tool readiness. Identify non-routine issues, communicate impact and options, coordinate owners, and drive timely resolution while maintaining safety, quality, and operational discipline. Mentor and support technicians and partners through clear work direction, process coaching, knowledge sharing, and reinforcement of standard work. Key Deliverables Accurate, current service work plans aligned with Fleet Management priorities and technician capacity. Reliable visibility to fleet service, maintenance, repair, retrofit, inventory, training, tooling, and site-readiness status. On-time execution and verified closeout of planned service work and retrofit activity. Reduced execution risk through early identification of parts, tooling, access, skill, and scheduling constraints. Current technician training plans and documented capability coverage across supported sites. Service tools, diagnostic equipment, systems access, and repair documentation available when needed. Repeatable service processes and clear handoffs between Fleet Management, Service Operations, technicians, Fleet Reliability, and other partners. Timely escalation and closed-loop resolution of issues that affect vehicle availability or fleet uptime. Your Skills & Abilities Strong program-management skills, including planning, dependency management, action tracking, risk management, status reporting, and execution follow-through. Strong organization and process discipline with the ability to manage multiple workstreams, sites, priorities, and stakeholders at the same time. Working knowledge of automotive vehicle service, maintenance, repair, diagnostics, fleet operations, or test operations. Ability to understand technical issues, ask effective questions, organize evidence, and connect vehicle symptoms to the right service, engineering, reliability, or quality partner. Ability to work effectively with technicians, engineers, fleet planners, suppliers, and operations leaders without direct authority. Strong data and documentation discipline, including accurate system updates, configuration awareness, work-order status, and completion evidence. Ability to create practical standard work, checklists, dashboards, and operating rhythms in a dynamic environment. Clear written and verbal communication, including concise escalation of risks, tradeoffs, and decisions. Ownership mindset, urgency, and sound judgment when safety, quality, schedule, and fleet availability compete. Required Qualifications Bachelor’s degree in Engineering, Automotive Technology, Operations, Program Management, or a related field, or equivalent practical experience. Minimum 5 years of experience in automotive, autonomous vehicle, fleet, service engineering, test operations, manufacturing, or a related technical operations environment. Demonstrated experience coordinating technical programs, workstreams, maintenance activity, service execution, or fleet operations. Experience working with technicians, engineers, fleet teams, suppliers, or other technical partners to plan and execute work. Experience using structured systems or tools to manage work orders, actions, issues, parts, configuration, status, or operational data. Demonstrated ability to manage multiple priorities, identify dependencies, and drive work to documented completion. Valid driver’s license and ability to operate a motor vehicle legally on a regular basis. Preferred Qualifications Experience with GM vehicle service, fleet, work-order, issue-tracking, vehicle change, parts, or configuration-management systems and processes. Hands-on experience with vehicle maintenance, diagnostics, repair, retrofit execution, or return-to-service activities. Experience supporting multi-site technician operations, contractor workforces, or distributed service teams. Experience developing technician training plans, skill matrices, tool-readiness plans, or site-readiness assessments. Experience with vehicle diagnostic and network concepts such as CAN, LIN, Ethernet, or equivalent automotive systems. Experience supporting software-defined vehicle programs, SDV 2.0 readiness, vehicle software or configuration changes, or service diagnostic tools. Familiarity with ADAS and autonomous vehicle technology, including the systems and service considerations that support safe vehicle operation. Experience with post-collision repair, vehicle inspection, repair validation, or safe return-to-service processes. Experience building dashboards or reports using Excel, Power BI, Tableau, or similar tools. Experience partnering with Fleet Management, Fleet Reliability, Vehicle Integration, Brand Quality, vehicle build, or supplier organizations. Success Profile Success in this role means technicians and partner teams have a clear, current, and executable plan; service work and retrofits are completed on time with accurate records; parts, tools, training, and site needs are visible and addressed early; and fleet-impacting issues are escalated and closed quickly. The AV Service Operations Program Manager creates the structure and operating discipline that enables the broader Service Operations organization to improve fleet readiness, serviceability, and uptime across a changing AV fleet. Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of the California Bay Area. The salary range for this role is $83,800 to $150,200. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position. Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more. #LI-RF1 #GM-AV-1 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 includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as onsite. This means the selected candidate is expected to report to a specific location on a full-time basis. 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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. 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 . Non-Discrimination and Equal Employment Opportunities (U.S.) General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 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