Principal Product Manager – Contact Center Transformation
| Company | Geico |
|---|---|
| Location | Seattle, WA, USA, San Francisco, CA, USA, Fredericksburg, VA, USA, Richmond, VA, USA, Bethesda, MD, USA |
| Salary | $131200 – $229600 |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree required
- 10+ 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
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
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