John C. Miller Email & Phone Number

Dallas, TX, US

Dallas, TX, US

Detroit, Michigan, US

• Oversaw the multi-billion-dollar roadmaps, prioritization and value stream resourcing of GM’s Digital business team’s products that created a foundation for the company to transform to a platform and product.
• Implemented Artificial Intelligence for web sales and significantly increased team EBIT.
• Directed objectives and key results of the product managers to deliver considerably more annualized direct business benefits and transformed the culture from output to outcomes.
• Powered GM’s digital product efficiency by training entire organization and its adjacencies on both product management and Scaled Agile Frameworks, which allowed greater product delivery.
• Executed test and learn methodologies across the product portfolio, which sparked new product innovation and brought in-vehicle and mobile products to market faster.
• Upskilled staff by expanding and retraining roles from Engineers to Product Managers allowing them to innovate more and triple the new products on the roadmap.

Detroit, Michigan, US

• Headed the execution of customer experience projects spanning mobile, web, dealer systems, social and contact centers successfully transforming GM’s direct customer touchpoints to deliver industry leading capabilities.
• Delivered the industry first automotive loyalty program that allowed customers to accrue points and spend them on sales and service. Loyalty customers spend more and stay with the brand longer.
• Prioritized core Customer Experience initiatives based on resolution of customer pain points, which increased Customer Satisfaction across the GM vehicle brands and customer touchpoints.
• Enabled vehicle sales and customer “virtual test drives” through 3D visualizers and configurators allowing continual sales during COVID.
• Pioneered the first AI digital assistant in the GM contact centers to quickly answer calls, facilitate customer solutions and route to live advisors as needed. This solution was then imported into the OnStar vehicle.

Detroit, Michigan, US

• Led the Customer Relationship Management and Customer Experience function consisting of business analysts, developers, and testers to deliver a multi-billion-dollar portfolio for Sales, Marketing and Fleet.
• Developed lead, campaign, contact center and customer master programs that reduced duplication of communications to customers while increasing conversion of sales and help to customers.
• Created a GM Vehicle App Store that secured customer data within the customer’s country while allowing application and profile data to follow the customer across vehicles.
• Innovated on Dealer Showroom Application that allowed dealers to use customer profile information to recommend vehicles with a higher propensity to buy, see customer vehicle configurations, historical purchases and.
• Re-vamped Certified Used Program to increase dealer adoption and create better customer experiences by refurbishing key areas in vehicles and standardizing vehicles assessment.
• Optimized Fleet Sales by introducing Customer Relationship Management and Fleet Retail Management into the GM ecosystem. This increased the loyalty of fleet customers and the number of vehicles they purchased.

Santa Clara, California, US

• Set the technical direction of IT including mobile, social, CRM and E-Commerce to eliminate redundancy and streamline development processes.
• Standardized the data across disparate systems to allow analytics on processor sales across channels and discount programs. This allowed the reduction of discounts and leaked revenue from gray market sales.
• Unified mobile, social, CRM and E-Commerce channel back ends to have common services and improve customer experiences.
• Built roadmap for IT technology implementation across the customer-facing ecosystem to ensure technical team alignment and reduce delays in project implementations.

Santa Clara, California, US

• Directed the strategy and priorities for the sales solutions across CRM, Pricing, Customer Master, and Incentive Compensation.
• Built the requirements of the new ecosystem to encompass the future and current state and reduced costs and the number of legacy solutions.
• Increased development and test automation through implementation of new tools and building out test driven development which allowed greater portfolio delivery with the same quantity of resources.
• Maintained the budget and resource allocation of the Sales portfolio – by building relationships with sales leadership and understanding their priorities and objectives.

Round Rock, Texas, US

• Led the technical and business direction for custom-pricing system integration with Salesforce.com allowing for better relationship pricing.
• Architected common web services to pull real time retail consumer pricing to match to relationship sales deals to ensure consistency and reduce customers shopping in the wrong channel.
• Integrated Customer Master and match logic across incentive compensation, relationship sales and deal desk allowing a 360 view of the customer as agreements were created. This allowed increased upsell and cross sell.
• Partnered with global teams to create efficiencies in delivery and allow a follow the sun model of development, build and test allowing on-time completion.

Austin, TX, US

• Created a technology startup to bring enterprise best practices of.NET smart client technologies to small companies.
• Built a Virtual Concierge “Genie” (hotel kiosk to offer sights, restaurant recommendations, etc.) for boutique hotels to provide help services without hiring direct staff.
• Created an incentive system for local restaurants and attractions to reward hotel staff for recommending their establishments, increasing traffic and revenue.
• Implemented an online scheduling system for limousine services allowing customers to make direct requests to drivers and eliminating the need for dispatch staff.

• Guided the creation of website, ticketing and e-commerce for musicians allowing them to become closer to their fans and sell direct to consumer.
• Created the ecosystem for the Beyonce Experience Tour that had to scale to hundreds of thousands of transactions per minute to meet the fan demand.
• Enabled the community site for Willie Nelson to enable thousands of fans access to VIP packages, Tour information and live streaming of audio and video enabling 24/7 access.
• Standardized the core components of the ecosystem to allow economical rollout of new musicians while still allowing visual customizations so they could make it their own. This allowed the company to scale from hundreds.

San Jose, CA, US

• Directed the core agile software product development for network uptime and availability monitoring of customer networks.
• Implemented agile teams and test-driven development and reduced development timeframes from 18 to 6 months.
• Innovated on new network products that focused on Cyber Security and threat detection of downed nodes. These products allowed customers to realize denial of service attacks and address before their networks were.
• Created network monitors that could diagnose and fix issues in real time to avoid service interruptions and increased reliability of IP Telephony and custom Network Appliances.

Round Rock, Texas, US

• Developed the Dell accessories e-commerce sites and integrated the legacy Dell Order Management System with the newest e-commerce services.
• Created immensely scalable multi-million transaction per minute solutions for e-commerce accessories sales allowing upsell off the core computer site as well as a standalone accessories site.
• Modernized the Dell Order Management System by integrating with real time web services and allowing direct connections to the back office. This allowed parity of functionality between Order Management and E-Commerce.
• Re-architected the home and small business sites to allow customer profiles and more relationship type sales online. This increased average cart sizes and return visits to Dell’s most margin rich segments.