Co-own and execute CTI/Voice AI roadmap for global Customer Care grounded in domain research, competitive analysis, and GM’s enterprise AI and CX strategies.
Support the multi‑year roadmap and backlog for CTI/VoiceAI across within your product area and capabilities; convert enterprise priorities into clear investment, sequencing, and trade‑off decisions.
Drive delivery of production‑grade CTI/VoiceAI experiences, leveraging call routing business logic using Salesforce and CXone to deliver the most accurate call segmentation to advisors leveraging tools like Google, CxOne, Salesforce and other tools to develop Voice Automation and/or Agentic AI Voice flows.
Partnering with Engineering, Architecture, and Operations to balance speed, stability, and scale.
Define and manage success metrics (e.g., containment, accuracy/relevancy, CSAT) and CTI/Voice AI performance dashboards; use quantitative and qualitative feedback loops to prioritize enhancements and demonstrate ROI.
Partner with Data/Analytics and Engineering teams to define and interpret advanced analytics for CTI/Voice AI performance and trends (consistency, errors, reliability), including model performance measures through stakeholder evaluations and delivering ongoing optimization.
Champion quality, validation, and post‑launch excellence for CTI/Voice AI, including appropriate quality assurance strategies, defect triage and management, post‑launch monitoring, and continuous improvement with operations teams.
Delivering intuitive, consistent, trustworthy CTI/VoiceAI experiences and clear handoffs between conversational AI, Agentic AI execution, and human advisors across brands and regions.
Maintain strong Responsible AI and governance practices in collaboration with Legal, Privacy, Security, and Responsible AI teams, including guardrails for prompts, models, workflows, automation accuracy, escalation, and failure handling.
Operate as a Level 7 product leader: mentor other PMs, model outcome‑based product practices, and provide crisp, executive‑ready communication that influences your product roadmaps and adjacent teams’ priorities beyond direct product scope.

Requirements

Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience).
5+ years of direct experience implementing CTI / IVA functionality in any platform – including adjacent tools such as workforce management, call recording, call data reporting
5+ years of product management experience, including ownership of enterprise platforms and/or CTI/VoiceAI driven products.
Experience working in an Agile product delivery environment, using tools like Jira Product Discovery, Jira Align, Jira Cloud, or similar to manage roadmaps, backlogs, and cross‑team delivery.
Demonstrated experience owning CTI/VoiceAI or automation‑driven products, including end‑to‑end lifecycle management from strategy through delivery and measurement.
Proven ability to partner effectively with Engineering, Design, Operations, Data/Analytics, Security, and Legal to deliver global, scalable, production‑ready solutions.
Strong technical fluency across integrations, platform constraints, analytics, and quality/validation practices.
Exceptional executive communication and stakeholder management skills, with a track record of influencing decisions in a complex, matrixed organization.
Experience driving measurable business outcomes such as containment, adoption, ROI, and advisor or customer experience improvements.
Demonstrated ability to lead complex, cross‑functional initiatives across multiple teams within CXP, Engineering, CSO, consistent with Level 7 Individual Contributor expectations (independent execution, broad cross‑functional impact, and mentorship of others).

Benefits

medical
dental
vision
Health Savings Account
Flexible Spending Accounts
retirement savings plan
sickness and accident benefits
life insurance
paid vacation & holidays
tuition assistance programs
employee assistance program
GM vehicle discounts and more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CTIVoice AIVoice AutomationAgentic AIAgileproduct managementadvanced analyticsquality assuranceintegrationlifecycle management

Soft Skills

executive communicationstakeholder managementmentorshipcross-functional leadershipinfluencing decisionscollaborationstrategic thinkingproblem-solvingcontinuous improvementquality validation