Senior Product Manager – IVR & Conversational AI

Job description

Why Join GEICO? At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers. GEICO is looking for an accomplished, customer-obsessed, and results-oriented Senior Product Manager specializing in Interactive Voice Response (IVR) and Conversational AI solutions. This role will continuously monitor evolution in the insurance industry, innovation in voice technology, competitor implementations, market trends, and consumer preferences to drive a cutting-edge voice experience portfolio. As a Senior Product Manager, you will play a key role in shaping the evolution of GEICO's voice-first customer experience strategy. You will be responsible for leading the product strategy for our IVR platform, driving the development and execution of conversational AI roadmaps, and ensuring our solutions meet customer needs while driving business outcomes. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact voice experiences that drive self-service adoption and customer satisfaction. You must be comfortable influencing at all levels of the organization. Job Responsibilities Define and articulate the IVR and conversational AI product vision, strategy, and roadmap in alignment with business goals and market opportunities Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond, with a focus on voice experience design and conversational AI implementation Conduct market research, competitive analysis, and customer interviews to gather insights and inform voice experience decisions Drive the design and implementation of intuitive voice flows that maximize self-service containment while maintaining high customer satisfaction Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making trade-off decisions to optimize self-service rates and customer experience Collaborate with stakeholders across the organization to ensure alignment on voice strategy and drive consensus on key decisions Continuously monitor IVR performance metrics, analyze containment rates, and iterate on conversation flows to optimize user experience and business outcomes Partner with Technology leaders to influence voice platform architecture and drive secure, resilient, and scalable conversational AI solutions Oversee the implementation of comprehensive IVR analytics to provide visibility into customer journeys and enable data-driven improvements Drive the integration of advanced technologies such as natural language processing, voice biometrics, and AI-powered intent recognition Basic Qualifications Bachelor's degree required 5+ years of experience in product management, with a track record of delivering successful voice and conversational AI products in a fast-paced environment Deep understanding of IVR systems, conversational AI platforms, and voice user interface design principles Experience with cloud-based contact center platforms Strong understanding of contact center operations, key metrics, and the role of self-service in the customer journey Proven track record of improving self-service containment rates and customer satisfaction through voice channel optimization Experience working with speech recognition, natural language processing, GenAI, and other conversational AI technologies Strong leadership skills with the ability to influence and inspire cross-functional teams Excellent communication and presentation skills, with the ability to effectively articulate complex voice experience concepts to both technical and non-technical audiences Proven analytical and problem-solving abilities, with a data-driven approach to decision-making Experience working with Agile methodologies and tools such as JIRA or Azure DevOps Preferred Qualifications Advanced degree in Computer Science, Human-Computer Interaction, Business, or related field Direct experience working with Amazon Connect and its ecosystem, including Amazon Lex, Contact Lens, and Voice ID Experience with voice biometrics and authentication technologies Experience with advanced analytics and A/B testing methodologies for voice experiences Background in user research and usability testing for voice interfaces The ideal candidate will be passionate about voice experiences, with a strong focus on both operational efficiency and customer satisfaction through innovative conversational AI solutions. Annual Salary $140,425.00 - $229,600.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. At this time, GEICO will not sponsor a new applicant for employment authorization for this position. The GEICO Pledge: Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future. The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.