Senior Product Manager, Mobile Conversational AI

Responsibilities

• Own the long‑term vision, roadmap, and KPIs for the mobile conversational AI experience 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

• 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