Senior Product Manager - Contact Center Transformation

Job title: Senior Product Manager - Contact Center Transformation in San Francisco, CA at GEICO

Company: GEICO

Job description: 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 $146,575.00 - $229,600.00The 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: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.


• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.


• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.


• In office and remote opportunities, as well as our signature GEICO Flex program, offering the ability to work remotely for up to four weeks per year.

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.

Expected salary: $146575 - 229600 per year

Location: San Francisco, CA

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