CX Product Manager - Customer Success Solutions
Today• Warren, MI
Description
The Role
The CSO Product Management team drives the vision, strategy, and lifecycle of GM's Customer Success Solutions , ensuring that platforms and features deliver measurable business value and customer impact in alignment with global priorities.
General Motors' Customer Success & Operations (CSO) organization is leading a multi-year transformation to redefine how we serve and engage with customers globally. Through an ecosystem of next-generation digital tools - including Advisor CRM Platform, Knowledge Management, CTI / Voice AI, Messaging and Virtual Assistants (Agent Assist and Agentic AI) and Self-Help Portals - we are modernizing the support experience and empowering customers, dealers and contact center advisors with intelligent, connected support.
We are seeking a CX Product Manager with hands-on experience in Salesforce Service Cloud , and enterprise-scale contact center solutions. This role will sit at the intersection of business, technology, and operations - shaping features, optimizing adoption, and ensuring that GM's customer service platforms deliver measurable business value and customer impact. This is an individual contributor position for an experienced product professional who thrives in cross-functional environments, excels at problem-solving, and is passionate about driving transformation at scale.
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What You'll Do (Responsibilities):
Product Vision & Strategy
- Define and evolve product vision using design thinking, customer insights, and business needs.
- Align product direction with Global CX strategy, Salesforce roadmap, and enterprise digital transformation goals.
- Contribute to a long-term vision for integrated, AI-driven customer and advisor experiences across all support channels.
Domain & Platform Expertise
- Serve as a subject matter expert across CSO enablers with focus on the Advisor CRM platform (Salesforce "OneCRM")
- Partner with Salesforce, IT and vendor partners to drive roadmap innovation and ensure platform scalability and consistency.
- Oversee feature optimization, conversational design, and the introduction of emerging AI-powered capabilities.
Adoption & Product Performance Management
- Track and analyze product adoption, throughput, SLA adherence, and performance across markets.
- Share best practices with Salesforce and peer enterprise clients to benchmark and identify improvement opportunities.
- Participate in Salesforce roadmap reviews and assess new capabilities for potential business value.
- Define and monitor product performance KPIs and SLOs / SLI in partnership with Technical teams
- Use analytics and feedback loops to inform continuous improvement and provide input into investment decisions.
Product Lifecycle Management
- Own product/feature intake, prioritization, and backlog grooming based on transformation and operational insights.
- Support roadmap sequencing, and release planning in partnership with PMO and Engineering.
- Balance trade-offs between business impact, technical feasibility, and global alignment across product domains.
Requirements & Design Collaboration
- Translate business needs into clear, actionable product requirements and user stories in JIRA Align / JIRA.
- Drive the quality of design for UI/UX to create intuitive, high-value experiences for advisors and customers.
- Validate that features align with user needs, performance expectations, and business outcomes.
Quality & Sustainment
- Partner with Engineering on testing, validation, and regression cycles to ensure platform stability and reliability.
- Support platform sustainment, performance optimization, and incident management in collaboration with ITOC and Engineering.
- Champion process standardization and SLA adherence across global teams.
Your Skills & Abilities (Required Qualifications):
- Bachelor's degree in Business, Computer Science, Information Systems, or related field.
- 3-5+ years of Product Management experience in large-scale enterprise software, CRM, or digital platform environments.
- 3+ years of hands-on experience with Salesforce Service Cloud , including configuration, case management, or omni-channel service.
- Demonstrated experience with JIRA, ADO or similar software development tools, Agile development, and cross-functional collaboration.
- Strong understanding of Contact Center solutions , including telephony integration, advisor workflows, and digital self-help.
- Exceptional analytical, communication, and problem-solving skills with the ability to synthesize complex requirements into clear priorities.
What Can Give You A Competitive Edge ( Preferred Qualifications)
- Salesforce certifications (e.g. Service Cloud Consultant, Administrator, or Product Owner).
- Experience with Salesforce Agentforce and/or other conversational AI / Agentic AI solutions.
- Experience with Knowledge Management systems, or CRM analytics (Salesforce Einstein, Data Cloud, Tableau, Power BI etc.).
- Experience in the Automotive / OEM industry. Familiarity with GM OnStar and/or other OEM Connected Services platforms.
- Exposure to customer success operations, service transformation, or AI-driven support tools.
- Familiarity with enterprise-scale global implementations and multi-market coordination.
- Proven ability to define, measure, and communicate product value through metrics and KPIs.
#LI-AP1
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}.
The selected candidate will be required to travel < 25% for this role.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
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.
Total Rewards | Benefits Overview
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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.
Accommodations
General Motors 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 [email protected] or call us at 800-865-7580. 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.
Client-provided location(s): Warren, MI
Job ID: General_Motors-JR-202519498
Employment Type: FULL_TIME
Posted: 2025-10-17T00:11:23
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Performance Bonus
- Relocation Assistance
- Stock Purchase Program
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Woman founded/led
- Employee Resource Groups (ERG)
Company Videos
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