Operations Associate 2 (Troubleshooting Expert) - Milford, MI (Onsite / Hybrid) :: Contract (W2)
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must remove boilerplate. Must preserve all substantive info. We need to parse the posting. Job Title: Operations Associate 2 (Troubleshooting Expert) Location: Milford, MI (Onsite / Hybrid) Duration: 1 Year with possible extension (W2) Description: "What you'll be doing:" bullet list. We need to create sections: maybe "About the role" (description), "Responsibilities" (the bullet list of duties), "Requirements" (what you must have), "Qualifications" maybe "Bonus Points!"? Or "Skills". Also "Benefits" not mentioned. "Pay" not mentioned. "Schedule" maybe mention onsite/hybrid, duration, shift? Not explicit schedule. Could include "Work Schedule" but not given. So we should not create Pay/Benefits/Schedule unless present. We have location, duration. Could put in a short
under maybe "About the role" or separate "Job Details". But we only allowed headings from list. Could we create a section "About the role" that includes location, duration, description? Probably. We need to preserve all substantive info: location, duration, description duties, requirements, bonus points, business group context, typical day, work site location, chance for extension, compelling story, candidate requirements (education, years experience, etc), top 3 must-have hard skills. We must not invent or summarize away detail. Must keep details. We need to format using
- for any list of duties/requirements/benefits. Use
for prose. We need to decide sections: - About the role (maybe includes location, duration, overview) - Responsibilities (the "What you'll be doing:" list) - Requirements (the "What You Must Have" list) - Bonus Points (maybe as "Preferred Qualifications" or "Additional Skills") - Candidate Requirements (education, years experience, etc) maybe part of Requirements? Could combine but we need to preserve details. Could have "Qualifications" for education/experience, and "Skills" for hard skills. But we must not create thin sections. Let's think. We have: - Description: "What you'll be doing:" bullet list (duties) - "What You Must Have" bullet list (requirements) - "Bonus Points!" bullet list (additional preferred experience) - "Story Behind the Need" includes business group, team structure, typical day, work site location, chance for extension, etc. - "Typical Day in the Role" (maybe part of story) - "Compelling Story & Candidate Value Proposition" (maybe fluff) - "Candidate Requirements" (education, years experience, etc) - "Top 3 must-have hard skills" list. We need to avoid fluff like "Compelling Story & Candidate Value Proposition" if it's just marketing fluff without specifics? It contains: "Really cool team get exposed to a lot and learn a lot of stuff Next gen technology AV industry is very fun, always something new happening". That's vague; maybe we can omit as filler? The instruction: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." Also "IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them." So we should avoid sections that are just fluff without concrete specifics. The "Compelling Story & Candidate Value Proposition" seems vague; maybe we can drop it. "Story Behind the Need" includes concrete details: business group, team structure, typical day, work site location, chance for extension, etc. That's specific. So we can include a section maybe "Team & Work Environment" or "About the Team". But allowed headings are limited to the list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We cannot invent new headings like "Team & Work Environment". So we must fit content into those allowed headings. Thus we need to map content to those headings. - About the role: could include overview, location, duration, maybe typical day? But typical day maybe belongs to About the role. - Responsibilities: the "What you'll be doing:" list. - Requirements: the "What You Must Have" list (hard/soft skills). Could also include education/experience? Possibly. - Qualifications: could include education requirement, years of experience, degrees/certifications, etc. - Skills: could include the "Top 3 must-have hard skills" list and maybe bonus points (additional skills). Could also include technical tools. - Benefits, Pay, Schedule: not present, so omit. Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Skills. We must ensure each section has real specific content. Now we need to extract specifics. Let's parse the posting. **Location**: Milford, MI (Onsite / Hybrid) **Duration**: 1 Year with possible to extension (W2) **Description**: "What you'll be doing:" bullet list: - Foster GM's Safety First culture across troubleshooting operations, ensuring activities prioritize safety and follow safe work practices and policies. - Oversee and guide troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and timely escalation of issues that impact fleet utilization. - Monitor field communications and operational signals to assist in troubleshooting, identify patterns, and report unresolvable issues to Fleet Operations Engineers and Vehicle Technicians. - Compile proper diagnostic information and document issues thoroughly and accurately, including failures, mitigations, and resolutions. - Partner with technician and engineering teams to refine troubleshooting workflows, documentation processes, and operational feedback loops. - Build and share troubleshooting knowledge through training modules and operational guidance for Troubleshooting Experts and AVTOs. - Maintain a calm, helpful, and professional composure during routine support and high- pressure operational situations while providing excellent customer support. - Support product testing and debug events of interest for engineering groups, including validating behavior and helping refine new features or fixes prior to rollout when needed. - Respond to troubleshooting tickets quickly and follow through to completion with strong ownership and attention to detail. - Write clear daily handoff reports for subsequent shifts and leadership to ensure continuity across operations. - Support ad hoc projects as needed for various operational or engineering priorities. - Handle confidential information responsibly and demonstrate sound judgment when working on sensitive projects and operational issues. That's responsibilities. **What You Must Have** bullet list: - Technical background and understanding in automotive, robotics, autonomous vehicles, technology operations, or a related environment, with a strong troubleshooting mindset. - Proven ability to communicate clearly and build rapport with a rapidly growing team, including giving and receiving prompt, understandable verbal and written communication across varied audiences. - Ability to adapt quickly to evolving situations, anticipate issues before they spread across the fleet, and remain calm and focused under pressure. - Strong attention to detail, execution skills, and follow-through from issue identification through resolution. - Ability to speak in front of large groups and communicate issues effectively to shift managers, fleet engineers, technicians, and operational leadership. - Comfort operating in a complex, dynamic, and fast-paced environment while managing multiple activities and priorities simultaneously. - Professionalism in working across multiple levels of management, engineering, and AV operations. - Experience with productivity and incident-management tools such as Google Workspace or Microsoft Office, Confluence, JIRA, CRM platforms, and similar tools. - Excellent customer-service orientation and strong interpersonal skills. - Ability to remain alert and highly focused for extended periods during operational support activities. - Willingness to work on-site at designated GM facilities and support flexible operational needs as required. - Enthusiasm for self-driving technology and its potential impact on safety, accessibility, and the future of mobility. **Bonus Points!** bullet list: - Previous experience leading large teams or providing informal leadership in technical operations environments. - Background in automotive and/or technology industries. - Experience using PagerDuty or similar incident-response and on-call coordination tools. - Experience using command line tools, programming, SQL, or related software and integration tools that support debugging and analysis. - Experience using JIRA (duplicate? maybe) - Experience in customer-facing operations or technical support environments with a strong customer-service mindset. **Story Behind the Need** includes: - Business group & Key Projects: Business groupSurrounding team & key projectsPurpose of this teamMotivators for this need (i.e.-special projects/general workload support/etc.) Font line role they provide "help desk" for the AV operations team Super Cruise 3 program, next gen Super Cruise Any issues the test operators see in the field (chip in the paint, software issues, flat tire, etc) it all goes through this team Triage and escalate things as needed, sending it to service or engineering Cutting out reports on what the trending issues are Team structure split into quarters, 4 team leads one for each shift, it is a 24/7 operation and likely will need to work holidays, 4-5 people on the front line per shift, interact with the AV operations team (their main customer that escalates issues to them), different engineering teams (fleet and reliability engineering team and vehicle integration), very hands on engineering team for the Super Cruise 3, working with some different software engineering teams Motivator for these positions all backfills - Typical Day in the Role: Typical task breakdown and rhythmInteraction level with teamWork environment descriptionChance for flex hours or remoteChance for extension laterConfirm if group participates in GM Contract Worker Shutdown days - Work site location - Onsite at Milford Proving Ground in BLDG 16 (behind the campus entrance gate) alongside the AV Operations team, with plans to move to BLDG 104 (outside the campus entrance gate) alongside the Vehicle Integration and Vehicle Test Engineering teams - Chance for an extension yes, likely - Compelling Story & Candidate Value Proposition: (we may drop) - Candidate Requirements: -- Degrees or certifications required -- Years of experience required -- Technologies/depth of technologies required -- Any preferred schools/companies Education Requirement: High School Diploma Years of experience: 2-4 years of experience required Prefer experience in the AV space and/or IT Troubleshooting (Vehicle operator or worked in remote assistance or support roles) this is very relevant and extremely helpful to have coming into this role, making training a lot easier, but this is not required Operational role Technical mindset Working a lot with test engineers who are direct GM employees, wide variety of experience you have to work with, not getting frustrated with people, being able to work with this Be able to verify what problem is being reported, find instructions, provide them and document the issue, not expected to be a systems engineer and diagnose The role is - "here is my error code, this is how I find it, follow the steps" Soft skills need to be good at documentation, ability to work with others, being adaptable to change and different processes Top 3 must-have hard skillsLevel of experience with eachStack-ranked by importance 1 Experience with Jira, Service Now, any ticketing platforms 2 Experience in virtual customer support role/chat support/over the phone 3 Familiarity with knowledge bases, follow directions We need to preserve all substantive info. So we need to include education requirement, years of experience, preferred experience, etc. Now map to sections. **About the role**: Could include location, duration, overview of purpose (help desk for AV operations, Super Cruise 3, etc). Also maybe typical day? But typical day may be more details about work environment. Could include in About the role. **Responsibilities**: the "What you'll be doing:"