Senior Product Manager - Fleet Customer Success Solutions

Job Description

About the Role

General Motors is leading a multi-year transformation to redefine how we serve and engage with customers globally. For the GM Commercial business, this means delivering intelligent, connected support for business, rental, and government clients across web, mobile, and advisor-assisted channels.

Through an ecosystem of next-generation common-global platforms - including the Commercial Service Platform (CSP), Advisor platform (Salesforce "OneCRM"), Knowledge Management (KM), Digital Engagement tools (Messaging, AI voice and chatbot assistants), and Self-Help portals - we are modernizing the GM Commercial support experience and empowering Fleet customers, dealers, and contact center teams with integrated, digital-first, and AI- and data-driven solutions.

We are seeking a Senior Product Manager - Fleet Customer Success Solutions with hands-on experience in enterprise CRM/contact center platforms and complex workflow products. Anchored in the CXP Customer Success Solutions team, this role sits at the intersection of Fleet operations, CSO, CXP, and Engineering - shaping engagement strategy, developing feature roadmaps, optimizing end user adoption, and ensuring that GM Fleet's use of these platforms delivers measurable business value and customer impact, while remaining aligned to global patterns and expansion plans.

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 in the Customer Experience domain.

Mission

The Customer Success Solutions Product Management team drives the vision, strategy, and lifecycle of GM's customer support experiences and platforms. Within this team, the Senior Product Manager - Fleet Customer Success Solutions is responsible for ensuring that common-global platforms and relevant support content deliver integrated, scalable support experiences for Fleet customers and advisors, aligned with global Product priorities and GM Commercial business goals.

What You'll Do

Product Vision & Strategy

• Define and evolve the product vision and roadmap for Fleet Customer Success Solutions using customer, advisor, and operational insights.

• Align Fleet priorities with GM Commercial strategy, the broader Customer Success Solutions roadmap, and GM's digital transformation goals.

• Drive integrated, AI-enabled Fleet customer and advisor experiences across advisor & case management, Knowledge Management, Digital Engagement, and Self-Help.

Domain & Platform Expertise

• Serve as the Fleet subject matter expert across Commercial Service Platform (CSP), Advisor platform (Salesforce OneCRM), Knowledge Management, Digital Engagement / agentic AI, and self-service journeys.

• Partner with Business, Engineering, other CXP Product teams, and vendors to ensure Fleet capabilities are scalable, reusable, and aligned to common-global platform patterns.

Requirements & Experience Design

• Translate Fleet business needs into clear, actionable requirements and user stories in Jira Align / Jira, explicitly managing cross-platform dependencies.

• Shape intuitive, high-value Fleet advisor and customer experiences through discovery, design reviews, prototyping, and pilots in real contact center environments.

Adoption, Performance & Measurement

• Track and analyze adoption, digital containment, self-service, deflection, first-contact resolution, throughput, and SLA adherence across Fleet markets and channels.

• Define and monitor Fleet KPIs, SLIs, and SLOs with Technical and Operations partners, using analytics, journey insights, and feedback loops to drive continuous improvement and investment decisions.

• Share Fleet best practices and learnings with platform teams and peer commercial clients to benchmark performance and identify optimization opportunities.

Product Lifecycle, Quality & Sustainment

• Own Fleet-related intake, prioritization, and backlog grooming, and support roadmap sequencing and release planning with Product, PMO, Engineering, Business Operations, and Go-to-Market teams.

• Lead Fleet-focused launch readiness (enablement, communications, field readiness) and manage post-launch iteration, consolidation, and deprecation in line with common-global standards.

• Partner with Engineering, ITOC, IT, and vendors on testing, incident management, and performance optimization, championing standardized Fleet support journeys where appropriate while allowing for local configuration.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Business, Computer Science, Information Systems, Engineering, or a related field.

• 7+ years of Product Management (or closely related) experience in large-scale enterprise software, CRM, or digital platform environments, ideally with complex, data-rich workflows.

• Hands-on experience with at least one enterprise CRM platform, preferably Salesforce Service Cloud / Salesforce OneCRM, including configuration, case management, or omni-channel service.

• Demonstrated experience with Jira, ADO or similar software development and product management tools, agile methodologies, and cross-functional collaboration.

• Strong understanding of contact center solutions and advisor workflows, including telephony/CTI integration, digital channels, and self-help.

• Proven platform mindset and ability to synthesize requirements across multiple stakeholders and global regions into generalized, reusable solutions.

• Exceptional analytical, communication, and problem-solving skills with the ability to synthesize complex requirements into clear priorities and decisions

What will give you competitive edge (Preferred Qualifications)

• Salesforce certifications (e.g., Service Cloud Consultant, Administrator, or Product Owner)

• Experience with Salesforce Agentforce, Google Gemini, or other conversational AI / Agentic AI

• Experience with Knowledge Management systems, enterprise search, CRM analytics

• Experience in the Automotive / OEM industry, with exposure to connected services (e.g., OnStar) or Fleet-specific operations.

• Exposure to customer success operations, service transformation programs, or AI-driven support tools within a global context.

• Familiarity with enterprise-scale global implementations and multi-market coordination, including localization and regulatory considerations.

• Proven ability to define, measure, and communicate product value through metrics and KPIs across both CX and operational outcomes

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week, at minimum.

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).

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