Product Owner III - CIAM Phone Channel IVR

Product Owner III

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Product Owner III within PNC's Technology organization, you will be based in Pittsburgh, PA; Cleveland, OH; Birmingham, AL; Dallas, TX; Denver, CO or Phoenix, AZ.

Role Summary

The Product Owner for CIAM – Phone Channel is responsible for defining and delivering secure, low-friction customer identity and authentication experiences across IVR and agent-assisted channels. This role owns the strategy, roadmap, and execution of identity capabilities leveraging platforms such as Transmit Security (FlexID) and Pindrop, ensuring strong fraud prevention, seamless customer experiences, and alignment with enterprise CIAM standards. This leader will drive modernization of IVR authentication, reducing reliance on legacy knowledge-based verification while implementing risk-based, device-aware, and voice intelligence-driven authentication strategies.

Key Responsibilities

• Product Strategy & Roadmap
• Authentication & Identity Orchestration (IVR)
• Fraud Prevention & Risk Management
• Backlog Ownership & Agile Delivery
• Stakeholder Management
• Data, Analytics & Optimization

Required Qualification

Product ownership or product management experience in: Identity & Access Management, Fraud, or Contact Center technologies. Direct experience with: IVR/call flows and telephony ecosystems Authentication and identity verification in a phone channel. Strong understanding of: Risk-based authentication (RBA) Account takeover prevention strategies CIAM principles and orchestration layers. Experience working in Agile environments with cross-functional teams.

Preferred Qualifications

Hands-on experience with: Transmit Security (FlexID or similar orchestration platforms) Pindrop (Protect, Passport, or voice intelligence solutions) Experience implementing: Voice biometrics or passive voice authentication detection solutions in IVR Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID Experience in highly regulated industries (financial services, telecom, healthcare)

Core Competencies

Strong balance of security mindset and customer experience focus. Ability to translate fraud risk into actionable product decisions. Systems thinking across IVR, identity, and backend orchestration. Executive-level communication and stakeholder alignment. Data-driven decision-making and continuous optimization

What Success Looks Like

Reduced fraud losses and measurable improvement in fraud detection rates. Seamless, low-friction authentication experiences in IVR. Decreased reliance on knowledge-based authentication. Improved IVR containment and reduced agent handle time. Fully integrated identity orchestration across Pindrop + Transmit FlexID + IVR ecosystem

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.