Senior Program Manager– Customer Experience Forum & Human Interface Guidelines

About the Team

TheHuman Interface Design (HID)team invents designs and delivers core software experiences in our vehicles and across GMs firstparty apps and branded websites. HID partners closely with Product Engineering Research Brand and Vehicle Program teams to define and execute intuitive humancentered experiences that support GMs softwaredefined vehicle digital ecosystem and brand strategy.

About the Role

TheLead Producer Customer Experience Forum & Human Interface Guidelinesis an enterpriselevel leader whoenables the operational frameworksthat power GMsCustomer Experience Forum Customer Experience Reviews (CXR) and Human Interface Guidelines (HIG/HI Guidelines).

This role:

• Establishes processes best practices and governancethat make CX Forum CXR and HIG executable scalable and measurable across programs.
  

• Acts as theproducer and integratoracross Software Product Management Engineering Program Management Marketing Brand and HID teams to ensure seamless collaboration and successful outcomes.
  

• Builds and leads a team of producers and program managers focused on operational excellence program maturity and crossfunctional delivery.

The role demandsexceptional attention to detail a keen eye for aesthetics the ability to multitask and a problemsolving mindsetto define and protect what makesa great productand experience at GM.

Why This Role Is Critical

• Enterprise crossfunctional impact: CX Forum CXR and HIG influence design engineering software safety marketing program management and operationsrequiring a single producerleader to align priorities clarify decisions and own delivery frameworks.
  

• Operational excellence at scale: The roleestablishesand refines program management practices tools and cadences that enable consistent highquality execution across multiple programs brands and regions.
  

• Integrated specifications & roadmaps: Embeds HIG into vehicle system safety and software specifications and into software product roadmaps backlogs and validation criteria.
  

• Governance & decision quality: Designs and runs governance forums and changecontrolmechanismsso CX and HI decisions aretimely traceable and grounded in data and customer insight.
  

• Executive visibility: Provides concise highimpact updates options and recommendations to senior leadership; manages complex stakeholder expectations at the enterprise level.

Key Responsibilities

1. Program Practice Management & People Leadership

• Lead and collaborate with crossfunctional teams toideate iterate and launch new product CXR and HIG experiences at scale.
  

• Utilize strongstorytelling and narrative framingto influence design intent and CX decisions across specialized teams and levels within HID and partner organizations.
  

• Build lead and inspire adiverse program team(mix of producers and PMs) fostering growth coaching and professional development.
  

• Establish and refineprogram teams and operating modelsfocused on product delivery and crossfunctional collaboration emphasizing operational excellence and program maturity.
  

• Overseeselection engagement and performance of3rdparty vendors/partnersfor HIG content tooling and delivery support.
  

• Advocate for and institutionalizedesign program management best practicesacross Global Design and partner organizations.

2. Customer Experience Forum & CXR Ownership

• Serve assingleaccountable producerleaderfor the enterpriseCustomer Experience Forum defining its charter operating model and strategic agenda.
  

• Coordinate and driveCustomer Experience Reviews (CXR) including scope cadence and readiness across programs ensuring they occur at the right milestones inGxDP.
  

• Facilitate crossfunctional alignment across HID Product Engineering Research Brand and Program teams to drive cohesive CX decisions.
  

• Elevate and resolve CX tradeoffs risks and inconsistencies by synthesizing customer insights research and business priorities framingoptionsand documenting outcomes.

3. HIG / HI Guidelines Strategy Governance & Adoption

• Own and evolve GMsHuman Interface Guidelinesestablishingprinciples standards and patterns that enable consistent intuitive and accessible experiences across vehicles apps and digital services.
  

• Ensure guidelines support scalability innovation and platform reuse whilemaintainingbrand and usability integrity.
  

• Stand up and maintainHIG governance including decision forums change control prioritization criteria and clear RACI.
  

• Act as the escalation point for interpretation and application of HIG/HI standards across programs and portfolios.
  

• Lead endtoend delivery of highimpact HIG initiativesdefining scope timelines dependencies and success criteria; track and drive adoption across teams and regions.

4. Specifications Integration & Software Collaboration

• Map HIG torequirements hierarchies; ensure they are embedded in vehicle system safety and software specifications and traceable to validation/acceptance criteria.
  

• Partner with systems engineering and safety to align HIG with standards regulatory requirements and verification plans.
  

• Integrate CX/HIG intoproduct roadmaps epics and release planning ensuring backlog items reflect guideline intent and acceptance tests.
  

• Coordinateclosely with product design and engineering leads to align discovery definition build and release with HIG and CXR/Forum decisions.

5. Vehicle Program Coordination (GxDP)

• Coordinate withVehicle Program Chiefs and PMOto slot CXRs at the rightGxDPgates/milestonesmaintaininga harmonized milestone plan across nameplates.
  

• Track readiness risks and decisions for CX and HI topics; escalate issues with clear options impacts and recommendations to senior leadership.

6. CXG / HIG Website & Content Operations

• Plan launch and continuously improve theHIG / Customer Experience Guidelines website including content architecture publishing workflows and change logs.
  

• Create andmaintainsupporting artifacts such asplaybooks templates example patterns and training materials; enable selfserve consumption at scale.

7. Governance Communications & Metrics

• Define and run meeting structures (cadence agendas artifacts charters) for CX Forum CXR and HIG governance that ensure consistent decisions traceability and accountability.
  

• Prepare and deliverexecutivelevel updatesdashboards narratives and decision memosthat enable rapid informed leadership action.
  

• Demonstrate professionalism and confidence in highvisibility settings; manage complex stakeholder landscapes with clarity and diplomacy.
  

• Define and track KPIs (e.g. adoption compliance quality cycle time customer impact) and publish recurring status to leadership and program teams.

Scope & Expectations

• Enterprise scope:Impactsmultiple programs platforms and business units across GMs softwaredefined vehicle and digital product portfolio.
  

• High autonomy: Sets program direction and operating models within defined strategicobjectives with significant independence in approach and prioritization.
  

• People & practice leadership: Directly leads a team of producers/PMs while maturing program management practices across HID and partner organizations.
  

• Influencebased leadership: Leads crossfunctional forums and governance bodies throughexpertise data and storytelling rather than positional authority alone.
  

• Strategic problem solving: Addresses ambiguous crossorganizational challenges with longterm impact on customer experience standards and platform strategy.
  

• Executive visibility: Regularly engages senior leaders andrepresentsCX and HI standards in enterprise forums steering committees and key decisions.

Required Qualifications

• Education

• Bachelors degree inDesign HumanComputer Interaction Human Factors Psychology Engineering ora relatedfield.

• Experience

• 10 years ofprogram/project managementexperience using multiple methodologies within software design teams and/or complex CX/UX environments.
  

• 5 years directlymanaging program teams(producers PMs or similar); automotive or digital mobility experience strongly desired.
  

• Demonstrated experience leadingcrossfunctional forums councils or governance bodiestied to customer experience or design standards.
  

• Previousexperience working withsoftware design teamsto develop software applications and websites at scale; portfolio or body of workdemonstratingworkflow/process design creative IQ and problem solving.