Product Manager - Contact Center

GEICO • Bethesda, MD

1d • $82,000 - $157,850 • Remote

About The Position

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 through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 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. GEICO is seeking an accomplished, customer-obsessed, and results-oriented Product Manager to drive our omni-channel contact center initiatives. This role will lead the development and implementation of advanced contact center solutions, focusing on IVR and intelligent routing. The ideal candidate will combine deep insurance contact center expertise with strong technical acumen in Amazon Connect. As a Product Manager – Contact Center, you will play a key role in shaping the evolution of GEICO's contact center capabilities and customer experience strategy. You will be responsible for leading technical product strategy, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, operations, data analytics, AI, product, and business leaders to deliver high-impact solutions that drive business growth and customer satisfaction. You must be comfortable influencing at all levels of the organization.

Requirements

• 2+ years of experience in product management, or similar role, with demonstrated success delivering enterprise-scale contact center solutions
• Deep understanding of contact center operations, technologies, and key performance metrics
• Proven experience with cloud-based contact center platforms and related technologies
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making (PowerBI, SQL, Snowflake, Splunk, Cloudwatch, Titan)
• Experience with agile development methodologies and related tools (Azure DevOps)
• Experience with UI/UX design and tools (Figma, Draw.io, Visio)
• Excellent communication and presentation skills, with ability to influence at all levels of the organization
• Understanding of contact center security, compliance, and regulatory requirements

Nice To Haves

• Bachelor’s degree in Computer Science, Business Administration, Mathematics or related field
• Direct experience with Amazon Connect platform
• Experience in the insurance industry
• Knowledge of workforce management systems and capacity planning
• Experience with omnichannel contact center solutions (voice, chat, email, Tasks, SMS)
• Knowledge of contact center analytics and reporting tools
• Certifications (PMP, Amazon Cloud Practitioner, Amazon Connect Communications Specialist, CSPO)
• The ideal candidate will combine deep insurance contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational excellence across complex enterprise environments.

Responsibilities

• Forge strong relationships with cross-functional teams to ensure our omni-channel routing solutions are aligned with GEICO's strategic objectives.
• Collaborate extensively with engineering teams, product, and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
• Implement and monitor OKRs and KPIs to measure the effectiveness of the omni-channel routing platform and drive continuous improvement in delivering customer service.
• Lead the full lifecycle of the omni-channel routing products by LOB, from concept through implementation, partnering with business and engineering to develop requirements and roadmap prioritization.
• Understand customer/business needs and market trends, gathering feedback to drive proactive product improvements and innovations.
• Understands business strategies and visions and incorporates into routing design requirements.
• Utilize data analytics to inform decision-making, generate operational business insights, and ensure alignment with business goals and customer needs.

Benefits

• 401K savings plan vested from day one that offers a 6% match
• Performance and recognition-based incentives
• Tuition assistance
• Mental healthcare
• Fertility and adoption assistance
• Workplace flexibility
• GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level