Senior Product Manager – Fleet Customer Success Solutions

General Motors is leading a multi-year transformation to redefine how we serve and engage with customers globally. They are seeking a Senior Product Manager – Fleet Customer Success Solutions to drive the vision, strategy, and lifecycle of GM’s customer support experiences and platforms, ensuring they deliver integrated, scalable support experiences for Fleet customers and advisors.

Responsibilities:

• 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
• 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
• 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
• 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
• 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