Customer Service Representative delivering support and service for Dormer Pramet, a tool manufacturer. Engaging with customers via multiple channels and ensuring positive interactions.
About the role
- Senior Product Manager overseeing service customer experience platforms at General Motors. Driving product strategy and collaboration with cross-functional teams to enhance service user experiences.
Responsibilities
- Own the vision and roadmap for a set of scalable capabilities that power how customers discover, understand, schedule, and manage vehicle service across mobile, web, and in-vehicle channels.
- Lead product strategy, discovery, prioritization, and delivery in close partnership with engineering, design, data, and business teams.
- Shift the service ecosystem beyond operational throughput toward experience-driven outcomes.
- Deliver platform capabilities that provide transparent, real-time views of service needs, pricing, status, and history.
- Empower informed decisions and strengthen customer trust and loyalty.
- Contribute to the definition of the product vision, strategy, and roadmap based on customer needs and market trends.
- Collaborate with cross-functional teams, including engineering, design, marketing, and sales, to ensure product goals and priorities alignment.
- Conduct market research and competitive analysis to identify market opportunities and potential threats.
- Develop and manage product requirements, including user stories, use cases, and functional specifications.
- Create and maintain product backlogs and prioritize features and enhancements based on business value, customer needs, and technical feasibility.
- Work closely with UX/UI designers to develop intuitive and compelling user interfaces.
- Define and track key metrics using OKRs and KPIs to measure product success and inform future decisions.
- Communicate product updates, progress, and plans to stakeholders across the organization, including executives, customers, and partners.
- Manage product launches, including developing go-to-market strategies and coordinating cross-functional teams to ensure successful product launches.
- Conduct post-launch analysis to evaluate product performance and identify areas for improvement.
- Continuously iterate and improve the product based on user feedback, market trends, and business goals.
Requirements
- 7+ years of digital/software product management experience with technical focus.
- 3+ years of experience managing products focused on core user experiences and strategy of digital products across a variety of platforms (vehicle, mobile, and web).
- Proven ability to balance tradeoffs between consumer needs, business objectives, and technical constraints.
- Experience developing solutions to complex problems with many constraints, using sound judgment and data-informed decision-making.
- Demonstrated expertise in writing, with the ability to effectively balance and integrate vision, strategy, and technical details in a cohesive narrative.
- Ability to identify key data and metrics required to make decisions and understand their implications.
- Strong communication and storytelling skills, with the ability to articulate complex concepts to all stakeholders.
Benefits
- GM offers a variety of health and wellbeing benefit programs.
- Benefit options include 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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