Senior Product Manager – Fleet Customer Success Solutions

General Motors

Senior Product Manager leading Fleet Customer Success Solutions at General Motors. Driving AI-enabled customer and advisor experiences across integrated support platforms.

Posted 5/12/2026full-timeWarren • California, Missouri, Texas • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudGo

About the role

Key responsibilities & impact

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.
Translate Fleet business needs into clear, actionable requirements and user stories in Jira Align / Jira, explicitly managing cross-platform dependencies.
Track and analyze adoption, digital containment, self-service, deflection, first-contact resolution, throughput, and SLA adherence across Fleet markets and channels.
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.

Requirements

What you’ll need

Bachelor’s degree in Business, Computer Science, Information Systems, Engineering, or a related field.
7+ years of Product Management (or closely related) experience in large-scale enterprise software, CRM, or digital platform environments, ideally with complex, data-rich workflows.
Hands-on experience with at least one enterprise CRM platform, preferably Salesforce Service Cloud / Salesforce OneCRM, including configuration, case management, or omni-channel service.
Demonstrated experience with Jira, ADO or similar software development and product management tools, agile methodologies, and cross-functional collaboration.
Strong understanding of contact center solutions and advisor workflows, including telephony/CTI integration, digital channels, and self-help.
Proven platform mindset and ability to synthesize requirements across multiple stakeholders and global regions into generalized, reusable solutions.
Exceptional analytical, communication, and problem-solving skills with the ability to synthesize complex requirements into clear priorities and decisions.

Benefits

Comp & perks

Health insurance
401(k) matching
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Product ManagementCRMSalesforce Service CloudJiraAgile methodologiesData analysisRequirements gatheringUser storiesBacklog groomingDigital transformation

Soft Skills

Analytical skillsCommunication skillsProblem-solving skillsCross-functional collaborationPrioritizationStakeholder managementAdaptabilityLeadershipStrategic thinkingSynthesis of complex information