Director of Experience Product Management at TIAA, enhancing services for plan sponsors and consultants through strategic product leadership. Focused on client experience and innovation through AI.
GM
Hybrid Senior Product Manager, Agentic AI – Digital Messaging & Support
Posted 4 weeks ago
About the role
- Senior Product Manager responsible for AI-driven products in messaging and customer support at GM. Leading product strategy and execution for global AI solutions.
Responsibilities
- 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.
Requirements
- 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).
Benefits
- From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.
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