Lead the product strategy and delivery for CTI and Voice AI across GM's customer support focusing on integration and automation to enhance user experiences.

Description
The Role
General Motors' Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers across our global contact centers and digital channels. A critical pillar of this transformation is CTI / Voice AI powering advisor-assisted and customer self-help experiences in our Global Contact Centers and Interactive Voice Assistants.
CTI is where we integrate telephony functionality into CRM tools with complete end to end call management - call delivery monitoring and reporting. VoiceAI is where we develop Interactive Voice Experiences that not only understand and respond but also fulfill customer requests enabling advisors to focus on more complex scenarios.
We are seeking a Senior Product Manager CTI/Voice AI (Level 7) to lead the product strategy and delivery of CTI and Voice AI Assistants across GM's customer support channels. This role focuses on integrating CTI/VoiceAI products across Customer Care business globally - transitioning to new CXOne platform developing roadmap and strategies to implement intelligent call routing voice automation agentic AI voice flows ongoing enhancements and operational support.
This is a senior individual contributor role designed for a product leader who operates comfortably across strategy and communicates effectively with senior stakeholders in line with GM's Product Management expectations.
Mission
Anchored in the Customer Experience Platforms (CXP) Product Management organization this supports the vision roadmap and lifecycle for GM's foundational CTI and VoiceAI experiences powering advisor-assisted and customer self-help experiences in our Global Contact Centers and Interactive Voice Assistants.
The mission is to ensure that CTI/VoiceAI:
• Delivers real measurable business impact in modernizing and expanding global digital first support experiences
• Scales globally through reusable platform-first capabilities
• Operates within strong Responsible AI security and compliance guardrails
What You'll Do
• Co-own and execute CTI/Voice AI roadmap for global Customer Care grounded in domain research competitive analysis and GM's enterprise AI and CX strategies.
• Support the multi-year roadmap and backlog for CTI/VoiceAI across within your product area and capabilities; convert enterprise priorities into clear investment sequencing and trade-off decisions.
• Drive delivery of production-grade CTI/VoiceAI experiences leveraging call routing business logic using Salesforce and CXone to deliver the most accurate call segmentation to advisors leveraging tools like Google CxOne Salesforce and other tools to develop Voice Automation and/or Agentic AI Voice flows.
• Partnering with Engineering Architecture and Operations to balance speed stability and scale.
• Define and manage success metrics (e.g. containment accuracy/relevancy CSAT) and CTI/Voice AI performance dashboards; use quantitative and qualitative feedback loops to prioritize enhancements and demonstrate ROI.
• Partner with Data/Analytics and Engineering teams to define and interpret advanced analytics for CTI/Voice 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 CTI/Voice AI including appropriate quality assurance strategies defect triage and management post-launch monitoring and continuous improvement with operations teams.
• Delivering intuitive consistent trustworthy CTI/VoiceAI 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 a Level 7 product leader: mentor other PMs model outcome-based product practices and provide crisp executive-ready communication that influences your product roadmaps and adjacent teams' priorities beyond direct product scope.
Key Metrics of Success
• Modernize GM's global contact center platforms - lead the end-to-end migration for CTI/VoiceAI scope of Global Care groups to a modern cloud-based contact center and CRM stack and support the broader program ensuring strong readiness smooth deployment and robust post-launch support.
• Containment & efficiency: Increase contained VoiceAI experiences globally increasing total digital engagement exposure
• Agentic platform growth: Drive implementation of Voice AI Automation and Agentic AI platform capabilities for prioritized use cases in voice channels in partnership with product and engineering teams.
Your Skills & Abilities (Required Qualifications)
• Bachelor's degree in Business Computer Science Information Systems or related field (or equivalent practical experience).
• 5+ years of direct experience implementing CTI / IVA functionality in any platform - including adjacent tools such as workforce management call recording call data reporting
• 5+ years of product management experience including ownership of enterprise platforms and/or CTI/VoiceAI driven products.
• Experience working in an Agile product delivery environment using tools like Jira Product Discovery Jira Align Jira Cloud or similar to manage roadmaps backlogs and cross-team delivery.
• Demonstrated experience owning CTI/VoiceAI 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 across multiple teams within CXP Engineering CSO consistent with Level 7 Individual Contributor expectations (independent execution broad cross-functional impact and mentorship of others).
What Will Give You a Competitive Edge (Preferred Qualifications)
• Direct experience with NICE CXOne Salesforce Service Cloud Voice
• Direct experience with contact center industry and tools - Workforce Management Call Recording Reporting
• 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.
• 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.
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of the California Bay Area.
• The salary range for this role is $106600 to $192700. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance job level and individual performance.
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 and more.
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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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