Senior Product Manager (CRM)

TL;DR

Senior Product Manager (CRM/AI): Designing and optimizing customer support platforms for GM Fleet using enterprise CRM and AI-driven tools with an accent on scalable global patterns and advisor workflows. Focus on driving digital transformation, integrating agentic AI, and optimizing customer success KPIs across multi-market environments.

Location: Hybrid (Austin, TX; Mountain View, CA; Warren, MI). Must be based in the US and must not require immigration sponsorship now or in the future.

Company

Global leader in automotive transformation focusing on a world with Zero Crashes, Zero Emissions, and Zero Congestion.

What you will do

• Define and evolve the product vision and roadmap for Fleet Customer Success Solutions using operational insights.
• Integrate AI-enabled experiences across advisor case management, Knowledge Management, and self-help portals.
• Serve as the subject matter expert for Salesforce OneCRM and the Commercial Service Platform (CSP).
• Translate business needs into actionable user stories and manage cross-platform dependencies in Jira.
• Analyze adoption metrics, digital containment, and SLA adherence to drive continuous improvement.
• Lead launch readiness, enablement, and post-launch iteration in alignment with global standards.

Requirements

• Bachelor’s degree in Business, Computer Science, Information Systems, Engineering, or a related field.
• 7+ years of Product Management experience in large-scale enterprise software, CRM, or digital platform environments.
• Hands-on experience with enterprise CRM platforms, preferably Salesforce Service Cloud or OneCRM.
• Proficiency with Jira, ADO, and Agile methodologies for cross-functional collaboration.
• Strong understanding of contact center solutions, CTI integration, and advisor workflows.
• Must not require immigration sponsorship (H1-B, OPT, STEM OPT, etc.) now or in the future.

Nice to have

• Salesforce certifications (Service Cloud Consultant, Administrator, or Product Owner).
• Experience with Agentforce, Google Gemini, or other Agentic AI tools.
• Background in the Automotive/OEM industry or connected services like OnStar.
• Experience with global implementations, multi-market coordination, and localization.
• Proven ability to communicate product value through CX and operational KPIs.

Culture & Benefits

• Hybrid work model requiring office attendance at least three times per week.
• Inclusive environment committed to non-discrimination and professional thriving.
• Comprehensive Total Rewards package focusing on personal and professional well-being.
• Opportunity to lead change in a company redefining global customer engagement.