Senior Product Manager, Mobile Conversational AI

As a Senior Product Manager, Mobile Conversational AI, you will define and lead the strategy for the conversational AI experience inside GM's flagship mobile applications. You will own the end-to-end customer experience for how owners and drivers interact with GM through natural language , from intent capture and dialogue design to response rendering, multi-modal interactions, and follow-up actions across the app.

You'll partner closely with the AI/Agent platform teams, backend services teams, and use-case product owners who build the underlying agents that power specific scenarios (e.g., vehicle status, charging, service scheduling, owner support, navigation, commerce). Your job is to ensure these capabilities come together as a single, trusted, delightful conversational surface for the customer.

This is a high-impact role at the intersection of product strategy, AI, and customer experience , perfect for a PM who thrives on ambiguity, deeply understands mobile UX, and is passionate about shaping how millions of customers will talk to their vehicle and brand.

What You'll Do

• Own the long-term vision, roadmap, and KPIs for the mobile conversational AIexperience across iOS and Android, defining what "great" looks like for customers interacting with GM via natural language.
• Lead the end-to-end customer experience , including entry points, conversation UI, voice and text modalities, response formatting, error handling, hand-offs to humans or deeper app flows, and continuity across sessions.
• Partner closely with agent, platform, and backend services teams to integrate new conversational use cases into the mobile experience, defining clear contracts, latency and quality expectations, and a consistent customer experience across agents built by different teams.
• Develop the interaction design system for conversational AI in collaboration with Design and Research , covering tone of voice, prompt patterns, suggested actions, citations/disclosures, and fallback behaviors.
• Define and drive the trust, safety, and quality bar for the experience, including policies for accuracy, transparency, escalation, and customer feedback loops.
• Establish success metrics (task completion, containment, CSAT, latency, deflection, engagement, retention) and build dashboards and review rituals to track and improve them over time.
• Run a continuous experimentation and evaluation program, A/B tests, prompt and model evaluations, and qualitative research ,to iteratively improve customer outcomes.
• Work with Legal, Privacy, Cybersecurity, and Responsible AI partners to ensure the experience meets GM's standards for data handling, consent, and responsible AI.
• Collaborate with Customer Care, Marketing, and Brand teams to align the conversational experience with broader customer journeys and to surface insights from real conversations back into the product organization.
• Be the voice of the customer for conversational AI inside GM , communicating strategy, progress, and trade-offs clearly to senior stakeholders., This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

• 5+ years of digital/software product management experience
• 2+ years of hands-on product experience with conversational AI, virtual assistants, chatbots, voice interfaces, or LLM-powered products.
• Proven ability to own and ship a customer-facing experience end-to-end in a complex environment with many upstream dependencies.
• Strong understanding of LLMs, prompt design, retrieval, evaluation methods, and the trade-offs between model quality, latency, and cost , sufficient to make informed product decisions and partner credibly with AI/ML teams.
• Demonstrated success partnering with platform, backend, and agent teams to compose a single coherent product experience from independently delivered services.
• Excellent UX intuition for mobile, with experience working with Design on novel interaction patterns where best practices are still emerging.
• Expertise in defining metrics and using analytics, experimentation, and user research to drive product decisions; comfortable with tools such as Adobe, Mixpanel, Firebase, SQL, or equivalent.
• Strong written communication and narrative skills , able to articulate vision, strategy, and trade-offs clearly to engineers, designers, and senior executives.
• Demonstrated success leading cross-functional initiatives in fast-paced, matrixed organizations.

What Will Give You a Competitive Edge (Preferred Qualifications):

• 3+ years of product management experience focused on mobile applications (iOS/Android) as a primary surface
• MBA or advanced degree in Business, Engineering, Computer Science, HCI, or a related field.
• Experience shipping production LLM- or agent-based products at consumer scale, including evaluation pipelines and human-in-the-loop quality programs.
• Familiarity with multi-agent architectures, tool/function calling, RAG systems, and orchestration frameworks.
• Experience with voice and multi-modal interactions (e.g., speech-to-text, text-to-speech, in-vehicle assistants).
• Background in automotive, connected vehicle, IoT, or another domain with deep integrations between mobile, cloud services, and physical devices.
• Experience working with Responsible AI, Privacy, and Safety programs for customer-facing AI experiences.
• Track record of driving engagement and retention in high-scale consumer mobile applications.

General Motors pioneers the innovations that move and connect people to what matters. We see a world with zero crashes, zero emissions, and zero congestion. As we move toward this vision, software plays an integral role as it becomes more prominent in our vehicles and in the digital experiences our customers rely on every day. At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We're turning today's impossible into tomorrow's standard -from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features. Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale., 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. Every day, we want every employee to feel they belong to one General Motors team., General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.