CSXX Product Owner OnStar Blue Button and White Button Interactive Vehicle Assistant (IVA)
General Motor
Hybrid This position does not require an employee to be on-site full-time to per
form most effectively. The employee's role enables them to work at a GM facility or off-site as frequently as needed or desired. Relocation may be provided. This position requires employee to be onsite 3x per week. The selected candidate will need to report to any of the following GM facilities:
Who We Are
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer, and more equitable for all. Our diverse team brings their collective passion to deliver on this ambitious future globally.
Who We Look For
We look for the bold - those willing to respectfully share their ideas and listen to others. We seek out the innovators - those who challenge the status quo when their vision requires a new way of thinking. We reach for the collaborators - those who understand that a diverse team is stronger than any one individual. We seek the self-motivated - those who ask questions, and never stop looking at what's next.
About the Digital Business Team
Members of the Digital Business Team will be pioneers in the future of mobility and EV's, energized to connect people to what matters and create a movement towards a better, more sustainable future for all. Our passion fuels our focus to be the best. We act as one team, driven to make everything and everyone around us better. We love delighting customers, bringing together the most innovative, digitally centric human experiences customers love. We strive for excellence through empowered teams, business agility, and continuous learning resulting in a most admired place to work.
The ideal candidate for the Product Owner Digital OnStar Blue Button and White Button Interactive Vehicle Assistant aka BBIVA embodies GM's Behaviors and is responsible for supporting the strategy, vision, solution design and program management of service & support experiences for customers, using their blue or white button. Currently these features are available in the US only, the expectation is that we will quickly scale both globally and with outside business partners. In partnership Product Manager and technical partners, this role acts as a partner liaison and manages the execution requirements of the BBIVA program aimed to transform and move GM further into a digital first fulfillment experience.
As we evolve to a digitally dominant world with rapidly changing consumer needs and technology trends, businesses need to respond with an agile, integrated and forward-looking approach to enable and empower customers as they interact with product, services or community on a daily basis. It is no different in the automotive and mobility industry. With a new generation of connected vehicles and services that are software-empowered, for any customer interaction to be successful, it is critical to build around an integrated, always-connected, and holistic view of the customer that anticipates next best actions and to provide smart and simple solutions for customers and customer support staff alike in their pursuit for answers, resolutions and other service needs.
Key to success in this role is a business professional with depth in customer, employee, and technological experiences, as well as familiarity with GM tools and processes. The role requires significant business acumen, ability to use analytics to drive change, attention to detail and the clear ability to prioritize, they must always think customer-first. Proven ability to leverage data, drive implementations and esclations, collaborate cross- functionally, and effectively prioritize in an ambiguous/fast-paced environment is a must .
Key Job Responsibilities:
Contributes to business strategy, framework, and roadmaps for the BBIVA program
Helps deliver Objectives and Key Results at program level
Oversees technical priorities, delivery issues and risks, and measurement
Helps implement business and measurement requirements
Partners with solution and technical teams to allocate resources based on priorities and OKRs
Resolves or escalates technical issues
Negotiates timelines with key program stakeholders and provides status and health updates
Ensures processes are in place around new business, status updates, escalation awareness/solutions, as well as business continuity plans.
Ensures business and technical deliverables are produced and delivered according to the defined schedule, flags and escalates discrepancies if/when needed
Facilitates tradeoffs and conflict resolution within solution development activities
Key Competencies:
Growth Mindset & Strategic Thinking: Ability to imagine and embrace the ‘art of the possible'. Possess business and strategic acumen with ability to communicate business and technical vision to cross-functional business and technical teams.
Change Management: Challenges status-quo, embraces ambiguity and embodies agile mindset. Effectively formulates vision for the future. Builds guiding coalition and enlists early adopters and ambassadors.
Outcome-Oriented: Ability to clearly articulate desired outcome(s). Possess ability to assess complex situations quickly, assess risks and be decisive. Documents and follows a clear path to achieve it.
Business and Technical Acumen: Ability to understand technical opportunities and restrictions and adjust plans accordingly. At the same time ability to effectively collaborate with and technical partner feedback back to the business, and still deliver program execution.
Analytical: Proactively identifies and resolves problems in a timely manner. Can synthesize complex or diverse information, use intuition and experience to complement data. Applies data-driven mindset.
Required Skills, Qualifications and Experience:
Great understanding of and passion for customer experience - specifically customer service & support trends
2+ years demonstrated experience as business strategy/operation lead and/or program/product manager in customer service industry, with a track record of business results and innovation
Experience in leading large-scale program implementations
Background in Customer Experience, Virtual Assistants, Customer Engagement/Contact Center, Self-Service solutions and systems
Familiarity with AI-driven platforms like Google Dialogflow, IBM Watson, and others, which enable natural language experience and the management of intent taxonomies
Solid program and project management skills related to planning and control, scope and requirement management, issue and risk management, quality management, stakeholder orchestration and coordination
Ability to manage multiple priorities as well as demanding timeframes and deadlines
Strong organizational and communication skills across all levels of the organization
Proven record of driving change
Bachelor's degree in Business Administration and/or Information Technology or equivalent experience
Desired Skills, Qualifications and Experience:
Experience in digital engagement e.g. Website management, Social Media management, Messaging/Chat, and/or Virtual Assistants
Experience in managing technical application development/software development type projects
Understanding of and ideally practical experience with Agile methodology
Understanding of Clarabridge, Siebel, Salesforce, Khoros, Google Dialogue Flow, Qualtrics AI, PowerBI, Tableau, Nice Engage, Adobe Experience Manager.
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join UsWe aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Total Rewards Benefits OverviewFrom day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Diversity InformationGeneral Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity StatementsThe policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.