Senior Program Manager– Customer Experience Forum & Human Interface Guidelines

Job Description

About the Team 

The Human Interface Design (HID) team invents, designs, and delivers core software experiences in our vehicles and across GM’s first‑party apps and branded websites. HID partners closely with Product, Engineering, Research, Brand, and Vehicle Program teams to define and execute intuitive, human‑centered experiences that support GM’s software‑defined vehicle, digital ecosystem, and brand strategy. 

About the Role 

The Lead Producer – Customer Experience Forum & Human Interface Guidelines is an enterprise‑level leader who enables the operational frameworks that power GM’s Customer Experience Forum, Customer Experience Reviews (CXR), and Human Interface Guidelines (HIG/HI Guidelines). 

This role: 

• Establishes processes, best practices, and governance that make CX Forum, CXR, and HIG executable, scalable, and measurable across programs. 
   

• Acts as the producer and integrator across Software Product Management, Engineering, Program Management, Marketing, Brand, and HID teams to ensure seamless collaboration and successful outcomes. 
   

• Builds and leads a team of producers and program managers focused on operational excellence, program maturity, and cross‑functional delivery. 

The role demands exceptional attention to detail, a keen eye for aesthetics, the ability to multitask, and a problem‑solving mindset to define and protect what makes a great product and experience at GM. 

Why This Role Is Critical 

• Enterprise, cross‑functional impact: CX Forum, CXR, and HIG influence design, engineering, software, safety, marketing, program management, and operations—requiring a single producer‑leader to align priorities, clarify decisions, and own delivery frameworks. 
   

• Operational excellence at scale: The role establishes and refines program management practices, tools, and cadences that enable consistent, high‑quality execution across multiple programs, brands, and regions. 
   

• Integrated specifications & roadmaps: Embeds HIG into vehicle, system, safety, and software specifications and into software product roadmaps, backlogs, and validation criteria. 
   

• Governance & decision quality: Designs and runs governance forums and change‑control mechanisms so CX and HI decisions are timely, traceable, and grounded in data and customer insight. 
   

• Executive visibility: Provides concise, high‑impact updates, options, and recommendations to senior leadership; manages complex stakeholder expectations at the enterprise level. 

Key Responsibilities 

1. Program Practice Management & People Leadership 

• Lead and collaborate with cross‑functional teams to ideate, iterate, and launch new product, CXR, and HIG experiences at scale. 
   

• Utilize strong storytelling and narrative framing to influence design intent and CX decisions across specialized teams and levels within H