GM Financial | Digital Product Operations Senior Manager

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.

The Digital Product Operations Manager will be responsible for enhancing operational efficiencies, managing product lifecycle processes, and ensuring that digital products are delivered and maintained effectively. This role aims at making the cross-functional Product Teams operate as effectively as possible, ensuring all tools are in place to operate efficiently and secure a cohesive governance across GMF IO. The ideal candidate is data and detail-oriented with expertise in operational processes, cross-functional collaboration, and performance optimization. Key responsibilities focus on product management process improvement, stakeholder management, and operational governance to drive business outcomes and deliver value.

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.

• 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.
• Design Thinking and Hypothesis Testing: Apply Design Thinking and Hypothesis Driven Development methodologies to enhance operational processes. Lead the DPM team in applying these principles as part of the Product Development Lifecycle.
• Roadmap and Lifecycle Management: Drive the operational roadmap and participate in end-to-end lifecycle management, ensuring alignment with market needs and business requirements.
• Optimization Strategies: Collaborate with partners to identify optimization opportunities and prioritize initiatives based on impact and feasibility.
• Analytics and Data Utilization: Engage with data and analytics to monitor performance and derive actionable insights.
• Reporting Digital Product Performance: Report the product performance and progress against metrics and OKRs to senior and executive leadership across multiple countries, obtain their feedback and help facilitate strategic re-alignment based if required.

• Industry Knowledge: Broad understanding of digital product operations or related fields.
• Digital Operational Expertise: Proven history of managing operational aspects of digital products throughout their lifecycle.
• Educational Background: Bachelor’s degree in Business, Operations, Engineering, or related field.
• Experience: 6-8 years of experience in operational roles related to digital products, including experience in Agile and Scrum methodologies.
• Leadership Experience: 2-4 years of leadership experience.
• Languages: Fluent in English; Spanish and/or Portuguese is a plus.
• Operational Teams Experience: Experience working with large and distributed operational teams.
• Analytical Skills: Strong ability to assemble and interpret data, create executive summaries, and deliver actionable insights.
• Interpersonal Skills: Exceptional communication, cross-collaboration, and team skills.
• Project Management: Ability to manage multiple operational projects simultaneously and optimize performance.
• Strategic Recommendations: Ability to synthesize analytical results into strategic recommendations.
• Communication: Excellent skills in presenting complex issues clearly and persuasively.
• Roadmap Management: Experience creating and managing operational roadmaps and enhancements.
• Mobile App Experience: Preferred experience with mobile app product operations.
• International Experience: Proven experience in leading multi-country operational projects.
• Metrics and Testing: Strong understanding of metrics, split-testing, and performance analysis.

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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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.