CX Product Manager – Customer Success Solutions

Job 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.

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 understandin