Digital Product Owner Customer Experience

Why GMF?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters.

About the role

Are you interested in building partnerships and creating products that optimize technology and processes to improve our customer and dealer experiences? The Digital Program Management Team within Customer Experience is leading the way to provide remarkable service to our customers to create seamless experiences across multiple channels and touchpoints to ensure the best business results.

The Digital Product Owner is responsible for the success of the assigned digital product by maximizing the output of the development team; directs and coordinates the product development and serves as a collaborative liaison between the Product Management and Product Delivery teams by prioritizing and evaluating work. The Product Owner is responsible for delivering best-in-class customer experiences for GMF products, platforms or enabling services collaborating with internal cross-functional teams, vendors, and partners. This team member will optimize technology to meet/exceed customer needs providing enhanced customer experiences and driving efficiencies. Following the DPM Product Management discipline, the Product Owner defines, prioritizes, and develops technologies using insights from market trends, benchmarking, and customer needs. Also, leads initiatives and support across IO and GM-related projects driving innovation and continuous improvement for the assigned digital products, platforms or enabling services.

Office Locations: Monterrey or Sao Paulo (This is a hybrid role and requires for the selected hire to be based in one of these office cities and be able to be in the office 3 days minimum per week).

What you need

• Bachelor’s degree (required)
• Fluent in English. Spanish and/or Portuguese (desired)
• Knowledge and experience of vehicle retail and insurance finance as well as working in open finance, digital payments/signature, and customer validation initiatives (desired).
• Proven experience in product owner and/or product manager roles (required)
• Experience as a product owner for Customer Self Help Channels (required)
• Knowledge of standard Project Management, Business Process Management and Quality Assurance methodology and practices
• Knowledge of vendor evaluation and selection processes, policies, and procedures
• Knowledge in the implementation of IT projects (Finance business or related finance industry)
• Proven expertise of Agile Framework and Scrum Methodologies

What you will be doing

• Definition and management of user stories, acceptance criteria, product features specification, MVP delivery, backlog prioritization, and participation in project development routines/ceremonies.
• Business rules interpretation for functional and technical requirements, system designs and documentation for business solutions.
• Work with the Agile or Hybrid teams to craft high quality customer-centric user stories that exceed customer expectations and bring efficiencies.
• Plan, organize and direct the implementation and/or development of products in accordance with strategic business plans or related projects.
• Identifies, evaluates and introduces new approaches/technology to use in product development.
• Interface with customers and business stakeholders to provide issue resolution for products and processes.
• Explore alternative ways to view and solve problems to achieve results beyond what is required.
• Explore continually customers’ (internal or external) wants, needs, problems and preferences of the products, services, systems, APIs, and platforms consumed by them.
• Identify the problem, needs and preference that are worth solving always looking to maximize customer satisfaction and loyalty.
• Leverage innovation tools, creative processes, and diverse cross-functional experts to generate ideas.
• Understand market rhythms, events, sudden opportunities, competitive threats and changing regulations and their influence in the product roadmap and strategy.
• Engage with Product Manager to analyze market research and understand the business drivers that trigger feature requests.
• In collaboration with Product Manager and IT, guide the sequencing of the features that generate the highest value for the customers and GMF through the understanding of which problems need to be solved, which solutions would best solve them and the feasibility of delivering those solutions.
• Seeks to understand and experience the full array of stakeholders' (e.g., internal partners, suppliers, customers) behavior, needs, concerns, and desires to unlock new opportunities for innovation.
• Influences others by creating a participative, empowered environment to gain acceptance of ideas or plans using appropriate interpersonal styles and methods.
• Work in close partnership with Product Manager, applying a customer-centric mindset along with design thinking tools to deliver solutions that are desirable, viable, feasible and sustainable.
• Create novel solutions with measurable value for existing and potential customers (internal or external).
• Partner with vendor(s) and internal departments to ensure tasks are defined and documented with timely deliverables and within SLA.
• Communicate with all levels of leadership, internal business partners and external vendor(s) regarding project status and production performance.
• Ensure clear communication and coordination across business to manage the scope of each product launch for on-time delivery of key features.
• Work with the Agile team to craft high quality customer-centric user stories that exceed customer expectations.
• Responsible for leading the prioritization of the product backlog in partnership with product management.
• Measure product performance using key information, processes and systems to ensure accountability for achieving business results.
• Provide Quality Assurance Testing for production implementation.
• Perform other duties or special project as assigned/required.

What we offer

At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.

Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.

Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.

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Disclaimer

Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.