Amber Gates-Johnson
Detroit,MI
Summary
Digital channel product manager, focused on delivering integrated, best-in-class experiences across social, messaging and community channels. I specialize in transforming vision to actionable technology, processes and products that enrich the customer journey. Passionate about pushing businesses to adopt digital-first strategies that allow more flexible, engaging and productive customer relationships.
Known for adaptability and reliability in dynamic environments, with skills in risk mitigation, strategic planning, and project management. I'm a reliable counterpart who prioritizes strong relationship building to achieve collective success.
Overview
8
8
years of professional experience
Work History
Digital Engagement Product Manager
General Motors
Warren, MI
06.2023 - Current
- Executed overarching product strategies for digital channels (Messaging, Social, Email, Communities) aligned with business goals and market trends
- Developed AI infrastructures aimed at optimizing high fidelity customer experiences with generative and agentic Virtual Assistants on GM digital properties (web & mobile app)
- Improved Contact Center efficiency with tools and flows supported by both AI and traditional automations
- Managed technical success and strategy of products in industry-leading platforms including Salesforce, Brandwatch, Khoros, and Opal
- Created accurate 2-year increment product roadmaps; communicated roadmap status & progress to internal stakeholders, including executives, engineering, and training teams
- Collaborated with business stakeholders, research agency and cross-functional teams to gather and articulate product requirements
- Managed UX/UI deliverables to ensure intuitive and user-friendly digital channel experiences
- Supported integration and implementation of AI functionality and self-help methodologies (e.g., conversational bots)
- Led Agile development processes, including sprint planning/reviews, backlog refinement, and feature deployment
- Mitigated risks related to product development, market changes, and competitive landscape
- Created product documentation, including user guides, release notes, and other supporting materials
- Served as a product advocate within the organization, representing technical perspective and user needs in order to deliver an integrated and efficacious customer journey
- Represented General Motors in national conferences like CCW Orlando and Dreamforce as a presenter
Digital Voice of the Customer Lead & Business Planner
General Motors
Detroit, MI
11.2021 - 06.2023
- Developed new program integrations to ingest multitude of new digital customer inputs: surveys, conversational transcripts and social listening queries
- Business liaison and stakeholder for all digital LOBs to optimize, develop and launch new survey methodology across Digital channels to align experiences and ensure maximum customer inputs
- Created over 10 regular reporting dashboards for digital VOC analytics within XM Discover to share insights and highlight operational opportunities
- Piloted and launched AQM (Advisor Quality Model) program
- Supported Digital Engagement COE leadership in planning efforts, including annual goal creation, quarterly look backs & look ahead documentation
- Acted as voice of the Digital Engagement COE in organizational status meetings; sharing out progress, obstacles and wins to leadership around performance and projects
Senior Account Executive
FleishmanHillard
Detroit, MI
03.2020 - 10.2021
- Provided strategic support and project management for the General Motors' Social Center of Expertise, focusing specifically on traditional social media platforms and evolving messaging channels
- Connected with BPLs and site leads to launch new CX messaging experiences including Apple Messaging for Business (incl. Messaging Suggest), GBM, SMS deflection channels and Web Messaging
- Delivered strategic insights and research-based recommendations to drive success of General Motor's customer experience and brand teams
- Created KPI scorecard for global digital CX teams to measure operational success
- Provided client support and insights for Bolt EV recall and CX impact
- Led internal and client meetings, presentations, and calls; prepared relevant documents, including agendas, presentation decks and follow up communications
- Provided training and governance for the digital CX engagement tools Khoros and LivePerson
- Liaised between clients and tool vendors to achieve organizational objectives and move projects towards completion
Cadillac Performance Lead
General Motors
Detroit, MI
02.2018 - 03.2020
- Developed start-up process, procedures and training materials for a new overnight, Cadillac dual-role position with a team made up of 6 dedicated individuals
- Worked alongside Cadillac agency partner, Rokkan, to devise tone-of-voice guides and swimmable references (RASIC) between Marketing, Public Relations and Customer Care
- Evaluated and tracked performance of Cadillac Advisors to ensure alignment with social plan, GM CX goals and Cadillac luxury tone-of-voice for all engagements (both negative and positive)
- Tracked KPIs for Cadillac Advisors to ensure post quality above 95% for each customer interaction, and case management remained under 13 days
- Critical advocate for new program launch monitoring and success for Cadillac Book, and Maven programs
- Decreased Cadillac social response times by 98% within 6 months
Education
Bachelor of Arts - Communications
Oakland University
Rochester Hills, MI01-2015
Skills
- Agile Methodologies
- Salesforce Service Cloud
- Atlassian (Jira)
- Change Management
- CX Transformation
- Product Lifecycle management
- Product Roadmapping
- Vendor Assessment & Purchasing
Timeline
Digital Engagement Product Manager
General Motors
06.2023 - Current
Digital Voice of the Customer Lead & Business Planner
General Motors
11.2021 - 06.2023
Senior Account Executive
FleishmanHillard
03.2020 - 10.2021
Cadillac Performance Lead
General Motors
02.2018 - 03.2020
Bachelor of Arts - Communications
Oakland University