Senior Product Manager, OTA CX Analytics

General Motors•Warren, MI

48d•Hybrid

About The Position

As a Senior Product Manager responsible for OTA CX Analytics you will lead several transformative initiatives in our analytics ecosystem: building dashboards that surface the customer experience of over-the-air (OTA) software updates. While our current analytics emphasize operational metrics like completion rates and system efficiency, they fall short in capturing how customers engage with and perceive these updates. As the complexity and frequency of OTA updates grow, this blind spot poses increasing risk-limiting our ability to detect friction, respond to feedback, and make customer-informed decisions. This role will close that gap by designing and delivering experience-focused dashboards that provide a holistic, actionable view of how updates are performing from the customer's perspective.

Requirements

Bachelor's degree in Engineering, Computer Science, or a related technical field (or equivalent experience)
5+ years of product management experience
Proven ability to define product strategy and drive cross-functional execution.
Strong analytical and communication skills; adept at influencing technical and business stakeholders.
Exceptional relationship-building and stakeholder management skills.
Experience working with executive leadership and functional teams to drive innovation and adoption.

Nice To Haves

Master's degree in a relevant field (MBA, Computer Science, AI, or related discipline).
Background in automotive, manufacturing, or large-scale industrial software environments.

Responsibilities

Define and execute the product strategy for customer experience analytics related to OTA software updates.
Lead the development of dashboards that surface user-centric metrics such as engagement, sentiment, friction points, and satisfaction.
Collaborate with data engineering, UX research, customer support, and vehicle software teams to integrate diverse data sources into a unified experience view.
Translate customer feedback and behavioral data into actionable insights for product, engineering, and operations teams.
Establish KPIs and success metrics that reflect real-world customer impact, not just technical success.
Champion a culture of customer empathy and data-driven decision-making across the OTA ecosystem.
Present findings and recommendations to senior leadership to influence roadmap and prioritization.

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.
This job may be eligible for relocation benefits.

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