Senior Product Manager – IVR, Conversational AI

• Define and articulate the IVR and conversational AI product vision, strategy, and roadmap
• Lead cross-functional teams through the entire product lifecycle from concept to launch and beyond
• Conduct market research, competitive analysis, and customer interviews
• Drive the design and implementation of intuitive voice flows to maximize self-service containment and customer satisfaction
• Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility
• Collaborate with organizational stakeholders to align on voice strategy and drive consensus
• Monitor IVR performance metrics and analyze containment rates
• Iterate on conversation flows to optimize user experience and business outcomes
• Partner with Technology leaders to influence voice platform architecture
• Drive secure, resilient, and scalable conversational AI solutions
• Oversee comprehensive IVR analytics and data-driven improvements
• Drive integration of natural language processing, voice biometrics, and AI-powered intent recognition
• Monitor insurance industry evolution, voice technology innovation, competitor implementations, market trends, and consumer preferences

• Bachelor's degree required
• 5+ years of experience in product management
• 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 self-service in the customer journey
• Proven track record of improving self-service containment rates and customer satisfaction through voice channel optimization
• Experience with speech recognition, natural language processing, GenAI, and other conversational AI technologies
• Ability to influence and inspire cross-functional teams
• Excellent communication and presentation skills
• Proven analytical and problem-solving abilities with a data-driven approach
• Experience with Agile methodologies and tools such as JIRA or Azure Dev Ops
• At this time, GEICO will not sponsor a new applicant for employment authorization for this position
• Advanced degree in Computer Science, Human-Computer Interaction, Business, or related field preferred
• Direct experience with Amazon Connect, Amazon Lex, Contact Lens, and Voice
• Experience with voice biometrics and authentication technologies preferred
• Experience with advanced analytics and A/B testing methodologies for voice experiences preferred
• Background in user research and usability testing for voice interfaces preferred

Demonstrates expertise in defining and executing IVR and conversational AI product strategies, with a strong focus on user experience optimization and data-driven decision-making. Proven ability to lead cross-functional teams and drive successful product life cycles in fast-paced environments.

• IVR Systems Expertise
• Conversational AI Product Management
• Natural Language Processing
• Agile Methodologies
• Voice User Interface Design

• Product Management
• Voice Flow Design
• Data Analysis
• Speech Recognition
• Voice Biometrics
• A/B Testing
• Customer Journey Optimization
• Market Research
• Competitive Analysis
• Cloud-Based Contact Center Platforms

• Excellent Communication
• Problem-Solving
• Influencing Cross-Functional Teams
• Presentation Skills
• Collaboration

• Customer Satisfaction
• Self-Service Containment
• Contact Center Operations
• User Research
• Usability Testing

• JIRA
• Azure Dev Ops
• Amazon Connect
• Amazon Lex
• Contact Lens
• Voice