Senior Product Manager – IVR & Conversational AI

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.

• 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

• 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 Dev Ops

• 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
• Experience with voice biometrics and authentication technologies
• Experience with advanced analytics and A/B testing methodologies for voice experiences
• Backgro…