Commercial Operations Onboarding Analyst - OnStar

Commercial Onboarding Analyst

This role is categorized as hybrid. This means the successful candidate is expected to report to Global Technical Center Cadillac Tower, in Warren, MI three times per week, at minimum or other frequency dictated by the business.

This is not eligible for relocation. Any relocation costs would be the responsibility of the selected candidate.

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 EMPLOYEE OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

OnStar Services is a division within General Motors' SSM organization tasked with ensuring our customers enjoy world-class experiences inside and adjacent to their vehicles. Our Commercial Operations team ensures operational excellence by providing tools, resources, and data, analyzing sales trends, streamlining processes, training staff, and collaborating with other departments to align strategies with business objectives. If you're a strong operator, selfless team player, obsessed with details and continuously improving customer experience, this might be the right opportunity for you.

The role as the Commercial Onboarding Analyst, you will play a critical role in ensuring a seamless onboarding and operational support experience for our Commercial customers. This role supports Field Sales, API Data Services, and Connected Vehicle activities for Fleet and Rental operations. Acting as the integration point across field, fleet, and sales operations, the analyst will help transition manual onboarding processes into scalable, automated solutions that enable growth in digital sales channels.

The ideal candidate is customer-focused, detail-oriented, and thrives in a cross-functional environment. They will balance day-to-day execution with process improvements that drive efficiency, accuracy, and customer satisfaction.

Some of what you'll do:

• Develop and deliver onboarding performance updates and insights to GM leadership.
• Provide operational and process support to Fleet field teams, addressing inquiries, explaining reporting, and resolving customer/dealer issues.
• Assist in designing and delivering onboarding and Connected Vehicle services training for internal and external stakeholders.
• Execute daily onboarding tasks, ensuring accurate customer setup, sales enablement, and packaging alignment.
• Collaborate with cross-functional teams (CX Operations, Product Onboarding, Sales, and Technical teams) to streamline onboarding processes, resolve technical issues, and optimize reporting.
• Identify and address friction points in onboarding/offboarding, driving enhancements that improve the overall customer experience.
• Partner with Engineering and Product teams to advance automation and process efficiency in onboarding workflows.

Key competencies & success indicators:

• Customer Centricity Anticipates customer needs, delivers responsive support, and ensures a seamless onboarding experience, resulting in high customer satisfaction.
• Analytical & Data-Driven Analyzes data, identifies trends, and develops clear reporting/visualizations to inform leadership decision-making and highlight improvement opportunities.
• Problem-Solving & Troubleshooting Quickly identifies root causes, resolves issues, and prevents repeat escalations through proactive follow-up.
• Prioritization & Organization Manages multiple priorities, balancing daily execution with long-term process improvements to meet deadlines effectively.
• Collaboration & Communication Works cross-functionally with sales, product, and operations teams; communicates complex processes in a simplified, actionable way.
• Adaptability & Change Management Thrives in a fast-paced, evolving environment, supporting process change and automation initiatives that reduce cycle time and errors.
• Continuous Improvement & Innovation Identifies efficiencies, standardizes processes, and implements automation to enhance onboarding and sales enablement.
• Attention to Detail Maintains accuracy and thoroughness across customer setup, onboarding, and reporting to minimize friction and errors.

Required skills & experience:

• Bachelor's degree in Business, Business Administration, Information Systems, Data Analytics, Communications, or a related field required; equivalent combination of education and hands-on experience will also be considered.
• 2+ years of relevant experience in sales operations, commercial operations, automotive, or business operations
• Familiarity with CRs, defect tracking, and incident management processes.
• Experience in customer onboarding, implementation, or operations within SaaS, automotive, or telematics industries.
• Demonstrated ability to present complex information in a simplified, actionable way.
• Proven record of collaborating across functions to deliver business outcomes.
• Familiarity with API data services and Commercial Fleet/Rental ecosystems.

Preferred skills & experience:

• Proficiency in SQL, Power BI, Power Automate, PowerPoint, and Microsoft Excel.
• Working knowledge of Connected Vehicle services, including OnStar, Wi-Fi, and API integrations for Fleet vehicles.
• Experience with database management, including data cleanup and migration (e.g., into Databricks).
• Exposure to sales enablement and digital sales platforms.
• Background in process automation, workflow design, or continuous improvement methodologies (e.g., Lean, Six Sigma).
• Knowledge of change management practices to support adoption of new tools and processes.