Strategic Initiatives and Business Support Manager

General information

Career area Customer Care Work Location(s) 12850 W Gran Bay Pkwy, FL, 2911 Lake Vista Drive, TX, 500 Woodward Avenue, MI, 601 S. Tryon Street, NC Remote? No Ref # 21884 Posted Date 03-13-26 Working time Full time

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?
Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

The Strategic Initiatives and Business Support Manager is a cross-functional partner to Ally Auto Customer Care leadership. This role serves as a liaison among Shared Services, Auto Consumer Asset Management, Remarketing, Underwriting, Strategic Alliances, Dealer Management, Risk, Compliance, Technology, Learning & Development, and Product. You will drive planning, implementation, and execution of strategic initiatives, lead initiative tracking, and coordinate problem-solving efforts to enhance the consumer and dealer experience. The role also oversees customer communication/correspondence and supports annual attestations to ensure compliance and operational integrity.

The Work Itself

• Lead cross-functional planning and execution, including strategy sessions, leadership meetings, and coordinated initiatives.
• Provide program and project management support, including initiative tracking (milestones, dependencies, status reporting, and risk/issue management).
• Facilitate problem-solving workshops to improve efficiency, mitigate risk, and elevate customer experience in partnership with business teams.
• Analyze data to generate strategic insights, define priorities, and measure outcomes; create dashboards or reports to track performance and initiative progress.
• Develop and implement standard operating procedures across management and associate workflows.
• Design and manage a departmental communication plan to improve transparency, effectiveness, and associate engagement.
• Manage customer communication and correspondence processes to ensure timely, accurate, and compliant messaging across channels.
• Build executive-ready planning materials (presentations, business cases) and present to stakeholders at all levels.
• Lead change management efforts, including establishing guiding coalitions, managing stakeholder impacts, and supporting adoption.
• Coordinate and support yearly attestations, including documentation, stakeholder sign-offs, and alignment with internal policies and regulatory requirements.

The Skills You Bring

Minimum Qualifications

• 7+ years of relevant experience or equivalent combination of education and experience
• High School Diploma or GED equivalent 

Preferred Qualifications

• 5+ years of experience in auto servicing and/or customer care.
• 2+ years of people leadership experience (e.g., team lead, supervisor, or manager).
• Bachelor's degree in Business, Management, Economics or related field.
• Experience with customer communication standards and compliance requirements.
• Experience in Project and/or program management; familiarity with initiative tracking tools or frameworks.
• Strong written and verbal communication skills; confidence presenting to all organizational levels.
• Experience in delivering exceptional customer experiences.
• Proven collaboration skills, with the ability to manage conflict constructively and build long-term relationships.
• Proficiency in PowerPoint, Excel, and Word; ability to communicate performance, status, and action items and interpret key operational metrics.
• Learner and growth mindset: strategically curious, eager to learn, and able to turn mistakes into improvements.
• Experience coordinating annual attestations or governance processes is beneficial.

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

 

Who We Are:

 

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

 

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

 

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: $90000 - $150000 USDAn individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.  Incentive Compensation: This position is eligible to participate in our annual incentive plan.