Digital Product Operations Senior Manager

Why GMF?:
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.

About the role:
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.

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.

What you need:

- 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.

What you will be doing:

- 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 o