Principal GenAI Product Manager - Dealer and Customer Support

Caterpillar•Chicago, IL

19d

About The Position

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world. Job Summary: As the Generative AI Product Manager for Caterpillar’s Dealer and Customer business, you will lead the development and integration of AI-powered capabilities that enhance equipment health insights, fleet performance optimization, and customer decision‑making. This role focuses on delivering intelligent, predictive, and context‑aware solutions that streamline fleet operations, improve maintenance outcomes, and elevate dealer and customer engagement through advanced generative AI applications. You will oversee day‑to-day activities and cross-functional collaboration with service and shopping agent category stakeholders to design, test, and deploy GEN AI solutions that drive uptime, operational efficiency, and customer satisfaction. This includes managing the product roadmap, aligning with enterprise AI governance, and ensuring seamless integration with Caterpillar’s digital platforms and dealer systems.

Requirements

Decision Making and Critical Thinking: Apply AI ethics and risk frameworks to guide decisions on agent behavior, data usage, and model selection.
Effective Communications: Translate complex AI concepts into actionable insights for stakeholders across engineering, product, and field operations.
Software Change Request Management: Manage change requests for AI agent configurations, model updates, and edge deployment protocols.
Software Engineering: Lead development of AI agents using modular architectures, ensuring flexibility in LLM selection and minimizing hallucinations.
Software Product Business Knowledge: Understand the business impact of AI-driven solutions for dealers and customers.
Software Product Management: Navigate ambiguity in emerging AI technologies, balancing innovation with operational feasibility and compliance.
Software Product Technical Knowledge: Deep familiarity with edge computing, machine telemetry, and integration with Caterpillar’s digital ecosystem.
Marketing Strategy and Positioning: Position AI-driven condition monitoring and fleet management capabilities as transformative tools within Caterpillar’s portfolio, supporting upselling and customer retention.

Nice To Haves

Proficiency in eCommerce and aftermarket solution customer journey
Experience with customer and dealer analytics leads and insights.
Familiarity with dealer management systems and integration with Caterpillar’s digital platforms.
Experience with Agile methodology and managing product backlogs for AI-enabled solutions.

Responsibilities

Product Strategy & Roadmap Define and evolve the GEN AI product vision to support Dealers and Customers, aligned with Caterpillar’s AI Assistant roadmap and enterprise transformation goals. Drive prioritization of features such shopping, search and repair options.
Cross-functional Leadership Collaborate with engineering, data science, CM/FM operations, and dealer support teams to deliver scalable AI solutions with high reliability and compliance. Partner with Cat Digital platform and Digital Product Management teams to ensure alignment with broader enterprise AI strategies.
Lifecycle Management Oversee the full lifecycle of GEN AI solutions—from ideation and prototyping to testing, deployment, and continuous improvement. Ensure compliance with governance frameworks, security protocols, and production readiness standards.
Dealer and Customer Support Champion user-centric design for dealer and customer-facing solutions, enabling shopping, search and repair options Support CM/FM teams through AI-driven guidance for equipment and aftermarket equipment selection.
Performance & Analytics Monitor solution performance, usage patterns, and feedback to inform enhancements and ensure measurable impact on dealer and customer engagements.
Innovation & R&D Lead proof-of-concept initiatives with internal teams and external partners to explore new GEN AI capabilities for proactive shopping, search and repair options.