Senior Product Manager - Contact Center Transformation - GEICO

GEICO is seeking an accomplished, customer-obsessed, and results-oriented Senior Product Manager to drive our contact center transformation initiatives. This role will lead the development and implementation of advanced contact center solutions, focusing on intelligent routing, workflow automation, and enhanced agent experiences across all lines of business. The ideal candidate will combine deep contact center expertise with strong technical acumen in cloud platforms and AI/ML technologies.

As a Senior Product Manager, you will play a key role in shaping the evolution of GEICO's contact center capabilities and customer experience strategy. You will be responsible for leading product strategy, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact products that drive business growth and customer satisfaction. You must be comfortable influencing at all levels of the organization.

Job Responsibilities

• Define and execute the product vision, strategy, and roadmap for GEICO's contact center transformation initiatives, aligned with business objectives and market opportunities
• Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond
• Drive the development of intelligent routing solutions, automated workflows, and AI-enhanced agent experiences that improve operational efficiency and customer satisfaction
• Conduct market research, competitive analysis, and customer interviews to gather insights and inform product decisions
• Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making data-driven trade-off decisions
• Partner with business stakeholders across all lines of business to understand unique requirements and ensure solutions meet diverse needs
• Lead the integration of ML/AI capabilities into contact center workflows, including natural language processing, sentiment analysis, and predictive routing
• Collaborate with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and scalable product solutions
• Monitor product performance through comprehensive analytics, driving continuous improvement in key metrics including handle time, first contact resolution, and customer satisfaction
• Develop and maintain relationships with key technology partners and vendors in the contact center space

Basic Qualifications

• Bachelor's degree required
• 5+ years of experience in product management, with demonstrated success delivering enterprise-scale contact center solutions
• Deep understanding of contact center operations, technologies, and key performance metrics
• Proven experience with cloud-based contact center platforms and related technologies
• Strong technical background with understanding of ML/AI applications in contact center environments
• Experience leading large-scale digital transformation initiatives
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making
• Experience with agile development methodologies and related tools (JIRA, Azure DevOps)
• Excellent communication and presentation skills, with ability to influence at all levels of the organization
• Understanding of contact center security, compliance, and regulatory requirements

Preferred Qualifications

• Advanced degree in Computer Science, Business Administration, or related field
• Direct experience with Amazon Connect and its ecosystem (Routing, Lex, Contact Lens, Tasks)
• Experience in the insurance industry or similar regulated financial services environment
• Knowledge of workforce management systems and capacity planning
• Experience implementing AI/ML solutions in production environments
• Background in voice user interface design and conversational AI
• Experience with omnichannel contact center solutions (voice, chat, email, Tasks, SMS)
• Knowledge of contact center analytics and reporting tools
• Experience with A/B testing and optimization in contact center environments

The ideal candidate will combine deep contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational excellence across complex enterprise environments.

Annual Salary
$128,000.00 - $224,000.00
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.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Assistance
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

GEICO is committed to providing a fair and equal employment opportunity for all associates and job applicants, ensuring a work environment free from discrimination and harassment.

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