Digital Product Operations Senior Manager (Avp) (Monterrey)

Overview

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

Are you passionate about optimizing technology and processes to enhance Digital Products performance and improve both Customer Experiences and operational efficiencies? The Digital Product Management team within IO Customer Experience is dedicated to ensuring seamless digital experiences and driving operational excellence. As a Digital Product Operations Manager , you will play a crucial role in overseeing and optimizing our digital product operations to ensure alignment with business goals and customer satisfaction. This means leading the discipline of helping Product Managers, helping the Product Management function scale and ensuring Product Managers have all the essential inputs to set strategy, prioritize and streamline the ways of working. In this role you are not a Product Manager, you are the brains to operationalize digital product management.

As a Digital Product Operations Manager , you’ll support teams responsible for Digital Products, operational systems and customer-facing experiences. Your goal will be to ensure that every customer interaction with GMF is seamless and efficient, leveraging both digital and operational touchpoints. You will work with executives and teams across the company to drive operational success and optimize product performance.

You’re likely a great fit if you have a strong background in Digital Product Development, operational management, experience in optimizing product development processes, and a knack for improving efficiency. Ideally, you are adept at building relationships with stakeholders, addressing operational challenges, and driving process improvements.

Responsibilities

• Develop and Advocate Operational Excellence: develop and promote the mission, strategy, and objectives for digital product operations with internal and external partners.
• Operational Strategy Alignment: translate organizational vision and strategic goals into operational processes and enhancements to deliver exceptional customer experiences, manage product performance by defining and measuring Objectives & Key Results (OKRs), product analytics, operational processes, and systems to measure results.
• Prioritization and Coordination: lead prioritization of operational initiatives, ensuring alignment across channels and touchpoints to achieve the best business results.
• Strategic Planning: plan, develop, and implement operational strategies in partnership with IT, DPM, Operations and Data teams, addressing changing business needs and operational requirements.
• Cross-Functional Collaboration: communicate and collaborate effectively with Operations, Engineering, Architecture, Data Science, Design/UX, Analytics, and Customer Experience Management teams.
• Research and Analysis: use qualitative and quantitative methods to identify operational challenges and opportunities, and drive improvements based on insights; lead Product Managers in product benchmarking and external analysis for improvement and competitive analysis.
• Product Feedback Loops: ensure proper connection to VOC, data and insights are in place for product development and are being efficiently used to improve the learning cycles in product development, as well as measurement of impact of customer experience improvements.
• Resource and Technology Planning: define resource needs, technology requirements, and timelines for operational initiatives, ensuring alignment with overall business objectives.
• Business Requirements and Coordination: support the definition of business requirements and ensure visibility of organizational developments and objectives; act as a gatekeeper for operational processes.
• Process Optimization: collaborate with business operations stakeholders, vendors, and compliance teams to define and deliver efficient operational processes; look for industry best practices and introduce them into the GMF IO Digital Product teams.
• Innovation and Experimentation: explore and lead ways to improve time-to-value, reduce risk, and enhance learning through prototyping and pilot testing; lead Product Management in implementing and tracking experiments.
• Performance Monitoring: interpret analytics and performance data to propose improvements and drive future operational strategies.
• Roadmap and Lifecycle Management: drive the operational roadmap and participate in end-to-end lifecycle management, ensuring alignment with market needs and business requirements.