Senior Product Manager, Mobile Conversational AI Job at General Motors (Austin)

Job Description

As a Senior Product Manager, Mobile Conversational AI, you will define and lead the strategy for the conversational AI experience inside GM's flagship mobile applications. You will own the end-to-end customer experience for how owners and drivers interact with GM through natural language, from intent capture and dialogue design to response rendering, multi-modal interactions, and follow-up actions across the app.

Job Responsibility

Own the long-term vision, roadmap, and KPIs for the mobile conversational AI experience across iOS and Android, defining what 'great' looks like for customers interacting with GM via natural language
Lead the end-to-end customer experience, including entry points, conversation UI, voice and text modalities, response formatting, error handling, hand-offs to humans or deeper app flows, and continuity across sessions
Partner closely with agent, platform, and backend services teams to integrate new conversational use cases into the mobile experience, defining clear contracts, latency and quality expectations, and a consistent customer experience across agents built by different teams
Develop the interaction design system for conversational AI in collaboration with Design and Research, covering tone of voice, prompt patterns, suggested actions, citations/disclosures, and fallback behaviors
Define and drive the trust, safety, and quality bar for the experience, including policies for accuracy, transparency, escalation, and customer feedback loops
Establish success metrics (task completion, containment, CSAT, latency, deflection, engagement, retention) and build dashboards and review rituals to track and improve them over time
Run a continuous experimentation and evaluation program, A/B tests, prompt and model evaluations, and qualitative research, to iteratively improve customer outcomes
Work with Legal, Privacy, Cybersecurity, and Responsible AI partners to ensure the experience meets GM's standards for data handling, consent, and responsible AI
Collaborate with Customer Care, Marketing, and Brand teams to align the conversational experience with broader customer journeys and to surface insights from real conversations back into the product organization
Be the voice of the customer for conversational AI inside GM, communicating strategy, progress, and trade-offs clearly to senior stakeholders

Requirements

5+ years of digital/software product management experience
2+ years of hands-on product experience with conversational AI, virtual assistants, chatbots, voice interfaces, or LLM-powered products
Proven ability to own and ship a customer-facing experience end-to-end in a complex environment with many upstream dependencies
Strong understanding of LLMs, prompt design, retrieval, evaluation methods, and the trade-offs between model quality, latency, and cost, sufficient to make informed product decisions and partner credibly with AI/ML teams
Demonstrated success partnering with platform, backend, and agent teams to compose a single coherent product experience from independently delivered services
Excellent UX intuition for mobile, with experience working with Design on novel interaction patterns where best practices are still emerging
Expertise in defining metrics and using analytics, experimentation, and user research to drive product decisions
comfortable with tools such as Adobe, Mixpanel, Firebase, SQL, or equivalent
Strong written communication and narrative skills, able to articulate vision, strategy, and trade-offs clearly to engineers, designers, and senior executives
Demonstrated success leading cross-functional initiatives in fast-paced, matrixed organizations

Nice to have

3+ years of product management experience focused on mobile applications (iOS/Android) as a primary surface
MBA or advanced degree in Business, Engineering, Computer Science, HCI, or a related field
Experience shipping production LLM- or agent-based products at consumer scale, including evaluation pipelines and human-in-the-loop quality programs
Familiarity with multi-agent architectures, tool/function calling, RAG systems, and orchestration frameworks
Experience with voice and multi-modal interactions (e.g., speech-to-text, text-to-speech, in-vehicle assistants)
Background in automotive, connected vehicle, IoT, or another domain with deep integrations between mobile, cloud services, and physical devices
Experience working with Responsible AI, Privacy, and Safety programs for customer-facing AI experiences
Track record of driving engagement and retention in high-scale consumer mobile applications

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Senior Product Manager, Mobile Conversational AI

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