Senior Product Manager

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 Requirements 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 DevOps 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 ID preferred 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 Core Competencies 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 lifecycles in fast-paced environments. Highest-signal resume keywords IVR Systems Expertise Conversational AI Product Management Natural Language Processing Agile Methodologies Voice User Interface Design ATS Optimization Keywords Hard Skills 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 Soft Skills Excellent Communication Problem-Solving Influencing Cross-Functional Teams Presentation Skills Collaboration Industry Keywords Customer Satisfaction Self-Service Containment Contact Center Operations User Research Usability Testing Tools & Technologies JIRA Azure DevOps Amazon Connect Amazon Lex Contact Lens Voice ID #J-18808-Ljbffr