Senior Product Manager, Customer Success Solutions – CRM Platforms

At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We’re turning today’s impossible into tomorrow’s standard —from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features. Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale. General Motors’ Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers. A key pillar of this transformation is Customer Success Solutions (CSS), which delivers tools that engage customers across channels - from self‑service and digital engagement to live advisor support in messaging, web chat, and voice channels. We are seeking a Senior Product Manager, CRM Platforms with deep experience in Salesforce Service Cloud (or equivalent) and enterprise contact center platforms. This role operates at the intersection of business, technology, and operations, ensuring GM’s advisor CRM and self‑help experiences deliver measurable customer and business impact globally. This is a senior individual contributor role for a product leader who is comfortable driving strategy, execution, and cross‑functional influence in line with GM’s Product Management expectations. Anchored in the CXP Product Management organization, this role manages the vision, roadmap, and lifecycle for the Advisor CRM platform capabilities that power GM’s global contact centers and connected self‑help flows. The mission is to ensure that CRM platforms: Deliver measurable business value and CX outcomes across markets and brands; Scale as global, reusable platform capabilities instead of one‑off solutions; Operate with strong reliability, performance, and governance across regions.