Senior Product Manager, Customer Success Solutions - CRM Platforms

Description
At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We're turning today's impossible into tomorrow's standard -from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features.
Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale.
The Role
General Motors' Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers. A key pillar of this transformation is Customer Success Solutions (CSS), which delivers tools that engage customers across channels - from self-service and digital engagement to live advisor support in messaging, web chat, and voice channels.
We are seeking a Senior Product Manager, CRM Platforms with deep experience in Salesforce Service Cloud (or equivalent) and enterprise contact center platforms. This role operates at the intersection of business, technology, and operations, ensuring GM's advisor CRM and self-help experiences deliver measurable customer and business impact globally. This is a senior individual contributor role for a product leader who is comfortable driving strategy, execution, and cross-functional influence in line with GM's Product Management expectations.
Mission
Anchored in the CXP Product Management organization, this role manages the vision, roadmap, and lifecycle for the Advisor CRM platform capabilities that power GM's global contact centers and connected self-help flows. The mission is to ensure that CRM platforms:

• Deliver measurable business value and CX outcomes across markets and brands
• Scale as global, reusable platform capabilities instead of one-off solutions
• Operate with strong reliability, performance, and governance across regions

What You'll Do
Product Vision & Strategy

• Define and evolve the CRM platform vision and strategy using customer insights, operational data, and business priorities.
• Align CRM platform direction with Global CX strategy, CXP roadmaps, and enterprise digital transformation goals.
• Anticipate cross-product dependencies; influence adjacent roadmaps so contact center and self-help experiences are coherent, scalable, and reusable.

Domain & Platform Leadership

• Serve as the subject matter expert for the Contact Center Advisor CRM platform (Salesforce Service Cloud and connected systems) for business, CXP, and engineering partners.
• Partner with Solution Architecture, Engineering, Program Management, and Quality Engineering to ensure the platform is scalable, consistent, and resilient, and that investments balance speed, stability, and technical debt.
• Define and monitor platform health and performance KPIs / SLIs / SLOs (adoption, throughput, SLAs, latency, error rates) and use them to drive continuous improvement and funding decisions.
• Engage with Salesforce and peer enterprise teams to assess roadmap items, best practices, and platform patterns that can be leveraged at GM scale.

Roadmap & Lifecycle Execution

• Own intake, prioritization, and backlog for CRM platform features, balancing enterprise transformation goals, regulatory needs, and regional operational requirements.
• Lead roadmap and release planning with PMO and Engineering, making clear trade-off and sequencing decisions across brands, regions, and use cases.
• Oversee feature launch, adoption, and post-launch performance, including enablement materials, handoffs to contact center operations, and iteration based on feedback and metrics.

Requirements, Design & Quality

• Translate complex business and CX needs into clear, testable features and user stories in Jira (functional, non-functional, and integration requirements with acceptance criteria).
• Drive UX and workflow design quality for advisor and customer experiences, ensuring CRM tooling is intuitive, efficient, and aligned to standardized patterns.
• Validate that delivered capabilities meet requirements, performance expectations, and business outcomes, and drive remediation when gaps appear.

Measurement & Success Metrics

• Define and maintain a concise set of product KPIs and dashboards (e.g., handle time, throughput, deflection, adoption, quality, and stability) for your CRM domains.
• Use data and structured feedback loops from operations, advisors, and customers to inform priorities, demonstrate ROI, and sunset or simplify legacy capabilities.

Key Metrics of Success

• Platform impact & quality: Improved contact center efficiency, CX, and platform stability for CRM-driven workflows across regions (e.g., reduced advisor handle time/transfer/repeat contacts, improved SLAs and error rates).
• Adoption & standardization: High adoption of CRM platform capabilities, templates, and patterns by business partners; reduction in one-off or bespoke solutions.
• Execution at Level 7: Independently leads complex initiatives from discovery through launch, effectively influences senior stakeholders, and models outcome-based, data-driven product practices for peers.
• Lifecycle ownership: Features are launched with clear enablement, monitored with defined KPIs, iterated based on insights, and retired or consolidated when no longer delivering value.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience).
• 7+ years of Product Management experience in large-scale enterprise software, CRM, or digital platform environments or similar experience in in a start-up enterprise
• 3+ years of hands-on experience with Salesforce Service Cloud or equivalent (e.g., configuration, case/queue management, omni-channel).
• Strong understanding of contact center solutions (telephony/CTI integration, case management, advisor workflows, knowledge integrations, and digital self-help journeys).
• Demonstrated experience with Agile product delivery and tooling (e.g., Jira/Jira Align/ADO), including roadmap definition, backlog management, and cross-team execution.
• Proven ability to use data and analytics to drive prioritization, measure impact, and communicate trade-offs.
• Exceptional communication, stakeholder management, and problem-solving skills, consistent with Level 7 IC expectations (independent execution, broad cross-functional impact, and support/mentorship of others).

What will give you 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 in contact center or CRM contexts.
• Experience with Knowledge Management and CRM analytics (e.g., Salesforce Einstein, Data Cloud, Tableau, Power BI).
• Experience in the automotive / OEM industry and familiarity with OnStar or other connected services platforms.
• Exposure to customer success operations, service transformation, and AI-driven support tools.
• Experience with global, multi-market implementations, including localization, compliance, and regional operating model differences.

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. This position will be located in Warren, MI, Austin, TX, or Mountain View, CA.
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of the California Bay Area.

• The salary range for this role is $106,600 to $192,700. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
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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.)
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.
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