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Job Description

The Role:

Join the **Customer Care and Aftersales (CC&A) Logistics** team as a Sr. Process Analyst driving quality improvements across the **Global Logistics and Containers Organization** . As the Logistics Quality Lead your core responsibility is to ensure the team executes against operational quality, material returns, and carrier claims KPIs for all North America shipments. You will manage and direct daily activities, providing hands-on analysis and guidance to achieve and exceed performance metrics. This role requires disciplined execution, continuous monitoring, and quick problem-solving to deliver better customer experiences and meet operational targets.

Key Responsibilities:

+ **KPI Excellence: Consistently elevate team performance to achieve or surpass all defined quality and claims-related KPIs–including carrier claims recovery rates, claims processing cycle times, and compliance with material return protocols — through proactive management and continuous improvement**

+ **Operational Execution: Lead daily logistics quality operations by assigning, tracking, and closing claims-related tasks to ensure timely and accurate resolution**

+ **Performance Monitoring** : Conduct daily, weekly, and monthly reporting to track team performance against established KPIs. Use data-driven analysis to promptly identify gaps and implement corrective actions

+ **Issue Resolution: Lead prompt and effective resolution of operational challenges by owning complex issues, performing root-cause analysis, and implementing targeted corrective actions to minimize disruption**

+ **Carrier Management** : Facilitate performance reviews with carriers, present key metrics, and enforce accountability for claims payments and contractual standards regarding claims payments and performance standards

+ **Process Improvement: Identify process gaps and lead targeted improvements in collaboration with operations and carrier teams to directly enhance KPI performance**

+ **Executive Communication: Provide timely, data-driven updates on team performance, claims status, and quality metrics to leadership and key stakeholders**

Your Skills and Abilities (Required Qualifications)

+ 5+ years relevant post-graduate work experience in purchasing, supply chain, program/product management, manufacturing, Warehousing/Operations, logistics or product development

+ Data Analysis & KPI Tracking: Analyze performance metrics and generate actionable insights using tools like Power BI, Tableau, or Excel

+ Skilled in data analysis, insight generation, and KPI tracking

+ Demonstrated ability to effectively manage and prioritize workload for a team to achieve execution goals

+ Excellent communication skills, both written and oral, for delivering clear direction and performance reports.

+ Elevated level of people skills for effective collaboration and team motivation

+ Experience in a purposeful, fast-paced operational environment

+ Must be willing to travel 10% of the time within North America + International + Overnight as well

What Can Give You a Competitive Edge (Preferred Qualifications):

+ Bachelor's degree in Computer Science, Information Systems, Data Science, Business, Supply Chain, Finance, related field

+ Customer Care & Aftersales quality or operational experience in a PDC, RDC or PC

+ Experience in a team leader or supervisory role focused on execution and KPI attainment

+ Direct experience with carrier claims and collections management

+ Familiarity with data analytics software such as Power BI

+ Experience in the automotive logistics or parts industry

+ Experience and understanding of Six Sigma (DMAC)

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 hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job may be eligible for relocation benefits.

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 (https://search-careers.gm.com/en/working-at-gm/total-rewards) .

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.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https://search-careers.gm.com/en/how-we-hire) .

Accommodations

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We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our Company (https://search-careers.gm.com/en/working-at-gm/)

Our Culture

How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

Our diverse team of 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. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

Explore our global locations (https://search-careers.gm.com/en/locations/)

We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com) (https://flows.beamery.com/generalmotors/talcom) . As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more.

Please note that filling out the form below will not add you to our Talent Community automatically; you will need to use the link above. If you are seeking to apply to a specific role, we encourage you to click “Apply Now” on the job posting of interest.

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 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] .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.