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.
Requirements
- 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.
- 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.).
- Familiarity with enterprise-scale global implementations and multi-market coordination.
Responsibilities
- 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.
- 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.
- Define and monitor product performance KPIs and SLOs / SLI in partnership with Technical teams
- Translate business needs into clear, actionable product requirements and user stories in JIRA Align / JIRA.
Other
- 3-5+ years of Product Management experience* in large-scale enterprise software, CRM, or digital platform environments.
- Exceptional analytical, communication, and problem-solving skills with the ability to synthesize complex requirements into clear priorities.
- 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.
- Proven ability to define, measure, and communicate product value through metrics and KPIs.
