Senior Product Manager, Agentic AI (Digital Messaging & Support)

Description
The Role
General Motors' Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers. A critical pillar of this transformation is Agentic AI - AI systems that not only understand and respond, but also take action across CRM workflows, digital messaging, and contact center operations.
We are seeking a Senior Product Manager, Agentic AI - Digital Messaging & Customer Support to drive the product strategy and delivery of agentic and generative AI capabilities across GM's customer support channels. This role focuses on global bot and Agentic AI solutions that power customer and advisor experiences in digital messaging channels (web, in-app, SMS, Apple Business Messaging, WhatsApp, social messaging) and adjacent voice workflows, delivering measurable containment, quality, and efficiency improvements at scale.
This is a senior individual contributor role designed for a product leader who operates across strategy, execution, and executive influence, in line with GM's Product Management expectations.
Anchored in the Customer Experience Platforms (CXP) Product Management organization, this role executes the vision, roadmap, and lifecycle for GM's foundational, generative, and agentic AI global bot portfolio in customer support and advisor-facing experiences.
The mission is to ensure that Agentic AI:

• Delivers real, measurable business impact in digital messaging and support channels
• Scales globally through reusable platform-first capabilities
• Operates within strong Responsible AI, security, and compliance guardrails

What You'll Do

• Understand the Agentic AI product vision & strategy for digital messaging and customer support, grounded in domain research, competitive analysis, and GM's enterprise AI and CX strategies.
• Own the delivery of the multi-year roadmap and backlog for global bots and Agentic AI across web, in-app, SMS, Apple Business Messaging, WhatsApp, social messaging, and adjacent voice flows; convert enterprise priorities into clear investment, sequencing, and trade-off decisions.
• Drive delivery of production-grade agentic workflows (e.g., automated case creation and routing, secure self-service flows, workflow orchestration) in OneCRM (GM's Salesforce-based CRM platform) and connected platforms, partnering with Product Managers to drive a universal approach, as well as Engineering, Architecture, and Operations to balance speed, stability, and scale.
• Define and manage success metrics (e.g., containment, accuracy/relevancy, CSAT) and AI performance dashboards; use quantitative and qualitative feedback loops to prioritize enhancements and demonstrate ROI.
• Use advanced analytics for 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 generative and Agentic AI, including appropriate quality assurance strategies, defect triage and management, post-launch monitoring, and continuous improvement with operations teams.
• Partner closely with UX, Design, and Knowledge Management to deliver intuitive, consistent, trustworthy AI 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 Sr. Product Manager: use advanced analytical and problem solving skills, mentor other PMs, devise solutions, model outcome-based product practices, and provide crisp, executive-ready communication that influences roadmaps and priorities beyond direct product scope.

Key Metrics of Success

• Containment & efficiency: Increase contained volume across U.S. messaging channel bots, driving measurable advisor efficiency gains (e.g., reduced AHT, transfers, and repeat contacts).
• Agentic platform activation: Productionize Agentic AI platform capabilities and automate priority agentic use cases across voice and messaging channels.
• Digital self-service uplift: Deploy GenAI-powered search and bot experiences across all four U.S. brand support sites, replacing legacy menu-based flows by year-end 2026 to materially improve self-service effectiveness.
• Global messaging scale-out: Deliver production-ready messaging bot experiences for global teams, aligned to global experience standards and localized channel, language, and compliance needs.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience).
• 7+ years of product management experience, including ownership of enterprise platforms and/or AI-driven products.
• Demonstrated experience owning conversational AI, bot, 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 at scale, consistent with Level 7 Individual Contributor expectations (independent execution, broad cross-functional impact, and mentorship of others).

What will give you competitive edge (Preferred Qualifications)

• Salesforce certifications (e.g., Service Cloud, AI Specialist, or Administrator).
• Experience in the automotive or mobility industry.
• Familiarity with LLM prompt engineering, AI Assist / Agentic AI, or workflow automation frameworks.
• Experience integrating or orchestrating AI workflows across distinct platforms in a single, large enterprise model.
• Exposure to Knowledge Management systems or CRM-integrated data and content automation.
• Proven ability to define and interpret product KPIs, build dashboards with analytics partners, and present insights and recommendations to senior leadership.

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week, at minimum.
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GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)
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