JOB DESCRIPTION
Why would you join GM Protection as a Fixed Operations Consultant?
Are you passionate about the automotive service industry and how vehicle service claims keep the world moving? Do you have experience both as a service department technician, advisor, or manager? Have you spent time applying your technical skills and operational knowledge with a vehicle service contract provider or administrator? Do you thrive on helping others perform at the top of their potential? GM Protection is looking for a consultant with these qualities to join our growing team and help drive claims performance at the dealership level. Strategic thinking, creativity, leadership skills, excellent communication, and your ability to enhance dealership performance with data driven methods that align with our Strategic Priorities and Core Values will be essential to your success.
At GM Financial, our team members define and shape our culture - an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Our Purpose: We pioneer the innovations that move and connect people to what matters.
RESPONSIBILITIESAbout the role
The Fixed Operations Consultant - GM Protection will help drive Protection Products performance by working with our partnered dealerships to analyze their performance in key areas related to vehicle service contracts, used vehicle inspection and reconditioning, used vehicle contracting, and other protection products (GAP, Tire & Wheel, etc.). This role will assist with policy adherence, and process improvement. This is a field-based, dealer- facing role.
In this role you will:
- Based in Fort Worth, Texas and travel to franchised dealerships to serve as a trusted consultant to Service and Fixed Operations leadership.
- Analyze dealership claims and service performance data to identify loss drivers, operational gaps, and improvement opportunities related to GM Protection products.
- Conduct on‑site reviews of service processes, diagnostics, labor practices, parts usage, and administrative workflows to support loss prevention and policy compliance.
- Deliver hands‑on coaching and training to Service Managers, Service Advisors, and Warranty Administrators on:
- GM Protection products and coverage
- Claims best practices and documentation
- Loss control and prevention techniques
- Develop clear, actionable improvement plans and follow‑up with dealerships to drive sustained performance improvement.
- Partner with GM Protection Sales, Claims, and internal teams to prioritize dealership visits and align on intervention strategies.
- Identify trends and recurring issues across dealerships and third‑party administrators (TPAs), and share insights with leadership to support continuous improvement initiatives.
- Present findings and recommendations clearly and confidently to dealership leadership and internal stakeholders.
- Core accountabilities:
- Using data as a driver, analyze dealership vehicle service contract claims performance related to GM Protection products.
- Collaborate with field sales teams to identify dealerships requiring consultative visits and interventions to improve claims performance.
- Gather and compile data and observations from visits to create actionable plans for dealership service department.
- Create and present findings and next steps to internal and external partners.
- Identify third‑party administrators TPA trends, behaviors, and process gaps by utilizing data and present findings to leadership.
- Participate in process improvement activities for dealerships and third-party administrator.
- Maintain product awareness and stay up to date with automotive service technologies, processes and innovations.
- Responsible for tracking dealership performance improvement initiatives and required follow-up.
QUALIFICATIONSWhat makes you an ideal candidate?
- Recent claims adjudication, review, and/or process ownership experience.
- Strong mechanical knowledge and experience within the automotive service industry.
- Experience as an automotive mechanical breakdown claims adjuster.
- Advanced knowledge of standard policies, procedures, and best practices related to warranty or service contract related operations.
- Understanding of warranty and service contracts in captive automotive dealership financing preferred.
- Understanding of insurance underwriting and regulations preferred.
- Excellent oral and written communication, interpersonal, persuasive communication and presentation skills.
- Display commitment to continuous improvement of business, customer, and team member environments.
- Ability to make sound business and management decisions to achieve company objectives.
- Proven ability to lead, collaborate, and partner with others.
- Strong relationship building and change management skills.
- Ability to prioritize while managing multiple tasks and responsibilities simultaneously.
- Must be proficient in computer software such as Excel, Word, PowerPoint, Salesforce, and SharePoint.
- Advanced knowledge of a variety of claims management system platforms.
- Effective planning, time management, negotiation, and delegation skills.
- Ability to travel up to 50%.
- Knowledge of dealership operations and Finance & Insurance.
- Risk management or claims administration experience.
- Manufacturer and/or ASE certifications, preferred.
Working effectively within an AI enabled environment:
- Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
- Skills in evaluating AI outputs for accuracy, compliance, and bias
- Experience integrating AI into workflows to improve efficiency or insights
- Familiarity with AI assisted research, summarization, and content generation
- Understanding of responsible AI use, including ethics and data protection
Education & Work Experience
- High School Diploma or equivalent required
- Bachelor's Degree in a related field preferred
- 5+ years of auto warranty or protection product claim experience required
- 3+ years of claims adjudication experience preferred
What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Compensation: Competitive pay and bonus eligibility.
Work Life Balance: Flexible hybrid work environment, 2-days a week in office.
NOTE: We are unable to consider candidates who require visa sponsorship for this position
This position is not open to agency submissions
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