Product Manager - Customer Technologies

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. Product Manager, Delivery & Customer Engagement Analytics About The Job You will be working on GEICO’s platform for creating and activating customer communications and marketing campaigns. We are evolving into a modern customer engagement platform helping teams reach the right customers with relevant experiences across channels, with growing emphasis on self serve usability, multi channel orchestration, AI engagement, and enterprise grade reliability. This Product Manager role owns the delivery and AI driven optimization layer, how messages get sent, whether sends succeed, what users see when something goes wrong, and whether teams can understand and improve engagement performance. You will bring dedicated product focus to" AI assisted messaging delivery, customer engagement analytics , and optimization , three capabilities that are essential to platform trust and customer outcomes. You will drive automation and simplification in delivery and reporting workflows, improve execution visibility so users can diagnose and resolve issues with less operational support, and partner on reliability and observability requirements that help users trust what the platform is doing. You will also help mature the platforms multi-channel delivery capabilities as the platform expands beyond its core channels. This role is ideal if you enjoy working closely with engineering on execution systems, partnering with business users on reporting and performance insights, and turning complex delivery and analytics problems into clear, usable product experiences. You will partner with peer product managers across journey, content, and customer data domains to ensure the platform delivers end to end with confidence. If you want to help GEICO send customer engagement with confidence and prove that it worked, we are looking for you. This is a hybrid position, requiring on-site presence 2-3 days a week at one of the following locations: Palo Alto, CA; Seattle, WA; Bethesda, MD. Key Responsibilities Product vision & strategy Define and evolve the product vision, strategy, and roadmap for messaging delivery and customer engagement analytics Connect delivery and analytics capabilities to measurable engagement performance, including send success, failure resolution, reporting adoption, and campaign and journey effectiveness Translate business, technical, and operational requirements into clear product strategies and actionable features Messaging delivery Own product direction for messaging delivery capabilities across email, SMS, push, and emerging channels Improve execution visibility by surfacing send status, failures, and actionable diagnostics in product Partner with engineering on delivery architecture, dependencies, and reliability patterns without owning orchestration or audience definition AI driven delivery & optimization Define product direction for AI assisted and agentic capabilities in messaging delivery, including orchestration support, send time optimization, and intelligent troubleshooting Partner with AI engineering to turn engagement performance data into actionable recommendations, insights, and optimization workflows for campaign and journey teams Identify high value automation opportunities across delivery monitoring, failure resolution, and performance improvement loops Ensure AI capabilities are transparent, trustworthy, and usable for business users, with clear guardrails in a regulated, high volume environment Collaborate with peer product managers to connect delivery and analytics AI capabilities with journey, content, and customer data workflows without duplicating ownership Customer engagement analytics Own campaign and journey reporting and analytics, helping teams understand performance and optimize engagement Simplify how users access, interpret, and act on engagement data with less manual reporting and operational dependency Define analytics requirements that connect upstream orchestration and content decisions to downstream outcomes Channel expansion Help mature push and other emerging channel capabilities from a product and operations perspective Partner with peer PMs to ensure new channels integrate cleanly with content creation and journey orchestration workflows Platform trust & reliability Define user facing reliability and observability requirements for delivery and analytics, including safeguards, limits, and operational transparency Partner with platform engineering and operations teams on reliability initiatives while owning the product experience and user expectations Contribute to broader platform trust goals, including clearer error handling and more self serve operational workflows Automation & simplification Reduce friction in delivery monitoring, failure triage, and reporting workflows through automation and better product design Drive self serve experiences that help users resolve delivery issues and access performance insights without unnecessary escalation Balance ease of use with the safeguards and governance required in a regulated, high volume environment Discovery, delivery & measurement Lead discovery with campaign managers, marketing operations, analytics users, and engineering partners Prioritize features based on customer impact, reliability risk, business value, and effort using qualitative insight and quantitative data Define KPIs for delivery success and analytics adoption, and manage work through the full product lifecycle from discovery to measurement Cross functional partnership Partner with journey, content, and customer data product managers to ensure delivery and analytics integrate cleanly across the engagement stack Contribute to shared platform initiatives by owning the delivery and measurement slice of end to end experiences Does not own journey orchestration, audience and customer data, or content creation, but ensures delivery and analytics work effectively with those capabilities What Success Looks Like In Year One High impact manual delivery and reporting workflows replaced with reliable, in product automation and clearer user workflows Core delivery status and reporting experiences redesigned for clarity, so users understand what sent, what failed, and what to do next Campaign and journey analytics become a trusted way for teams to measure engagement performance Roadmap priorities tied to measurable gains in send reliability, failure visibility, reporting adoption, and time to insight User facing reliability requirements for delivery defined and progressing in partnership with engineering and operations teams Meaningful progress on multi channel delivery maturity in partnership with peer product teams Growth path This Product Manager role owns a critical part of the platforms engagement stack, the capabilities that send, measure, and validate customer engagement. Strong performers grow into deeper ownership of multi channel delivery and analytics, and toward Senior Product Manager scope as the platform expands orchestration, channel coverage, and reliability expectations. Qualifications Required 5+ years of product management experience, with meaningful focus on messaging delivery, martech operations, campaign analytics, or related customer engagement domains Proven experience delivering platform or internal product capabilities in complex, cross functional environments Understanding of messaging execution and the operational realities of campaign and journey delivery at scale Experience with analytics, reporting, or measurement products that help users turn data into action Demonstrated ability to simplify complex workflows and reduce manual operational work through better product experiences Ability to partner effectively with engineering, operations, design, and business stakeholders Strong communication and stakeholder management skills Experience defining KPIs and using data to inform prioritization and product decisions Bachelor’s degree or equivalent practical experience Preferred Experience with enterprise messaging, marketing automation, or customer engagement platforms Familiarity with push, mobile, web, or other digital engagement channels Exposure to reliability, observability, or operational transparency product requirements in partnership with platform engineering teams Experience in regulated industries or high volume customer communications Working knowledge of SQL, data tools, or reporting systems Advanced degree or relevant product or martech certifications Annual Salary $100,450.00 - $157,850.00 The 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: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future. 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. #J-18808-Ljbffr Socket.dev