Staff Product Manager - Lead Management

GM•Austin, TX

3d•Onsite

About The Position

General Motors’ Digital Customer Experience team seeks an experienced and motivated Staff Product Manager - Lead Management (Salesforce CRM) to help redefine how customer demand is captured, routed, and converted across GM’s brands and dealer network. This role involves building and scaling new platform capabilities while continuously optimizing existing lead ingestion, routing, and conversion workflows. The Product Manager will oversee a set of initiatives designed to accelerate change across GM’s Salesforce‑based lead management ecosystem. The product management function develops feature roadmaps informed by business goals, market needs, dealer feedback, and platform constraints to create measurable value for customers, dealers, and the enterprise. In addition, the Product team owns the performance, quality, and reliability of lead management capabilities currently in market to ensure strong dealer adoption and customer outcomes. This role requires a candidate who thrives in ambiguity, identifies opportunities with limited guidance, and uses data to drive decision making. A successful Product Manager will manage the full lifecycle of a product by establishing objectives tied to business outcomes, prioritizing development investments appropriately, and delivering on GM’s goal to provide best‑in‑class customer and dealer experiences at scale. You will work closely with cross‑functional stakeholders across Engineering, Marketing, Dealer Operations, Analytics, Privacy, Platform, and UX teams. You will be responsible for defining product strategy, establishing key performance indicators, and providing regular updates to senior leadership on progress, risks, and results.

Requirements

5 cumulative years of Product Management experience including roadmap strategy, roadmap definition, prioritization, and delivery or 7 years of product management adjacent experience, i.e. CRM solution architect, business consultant, project manager, CRM software developer, etc.
Bachelor’s degree
Strong analytical and quantitative skills
Strong written and verbal communication skills
An obsessive focus on customer feedback and pain points with an inclination to look deeply under the hood
Salesforce Certified Administrator (SCA) certification

Nice To Haves

MBA or equivalent experience
Detail-oriented with a passion for building, thinking big, and discerning impact
Ability to dive deep into data, technical systems, and customer feedback with equal passion
Ability to understand and explain complex technical issues and communicate these to both technical and non-technical partner teams to drive resolution
Ability to work and collaborate across a wide range of stakeholders in different teams/organizations/locales
Salesforce CRM specific requirements and certifications: Salesforce Certified Sales Cloud Consultant certification
Salesforce Certified Marketing Cloud Consultant certification
Deep expertise designing and evolving Salesforce CRM data models and ownership structures to support complex, multi-dealer lead management environments for an automotive OEM.
Proven ability to define and enforce end-to-end Salesforce lead lifecycles with clear states, SLAs, validation, and escalation using platform automation.
Hands-on experience building deterministic, explainable Salesforce lead routing based on geography, dealer eligibility, inventory, capacity, and performance signals.
Strong judgment balancing automation and human workflows while proactively managing Salesforce scale, performance, and platform risk.
Expertise defining durable Salesforce reporting and attribution models and resolving source-of-truth conflicts across CRM, DMS, and analytics systems.
Experience owning Salesforce integration requirements across digital retail, marketing platforms, inventory systems, and dealer DMS using scalable integration patterns.
Deep familiarity with Salesforce security, privacy, and governance controls, embedding regulatory and compliance requirements directly into product design.

Responsibilities

Establish and own product area objectives and key results (OKR's) and build plans that deliver on those results
Effectively partner with stakeholders and engineering teams to deliver complex features successfully
Effectively communicate verbally and in writing to all audiences: capturing customer needs through well-defined Initiatives, Capabilities, and Features to build world class experiences
Influence technical priorities and business strategy by using quantitative and qualitative data
Proactively identify risks and bring them to the attention of your team and/or stakeholders with a plan for mitigation before they become roadblocks
Communicate complicated concepts clearly and present to all levels of the organization
Utilize Atlassian tools (JIRA, JIRA Align, JIRA Product Discovery, Confluence) to author and manage roadmaps, initiatives, capabilities, features, and other strategic documentation
Use Agile practices to prioritize and lead the product backlog across all enterprise needs to drive efficient development activities
Establish success metrics for product performance and maintain tracking mechanisms for those metrics
Anticipate and resolve strategic issues that may impair the product/tech team’s ability to deliver
Manage prioritization and trade-offs of a product roadmap to ensure delivery of a great Selling Partner experience
Actively participate in the mentorship of others
Collaborate with business partners
Communicate and influence other organizations without a direct reporting relationship