Product Manager - Customer Technologies

GEICO•Bethesda, MD

1d•$100,450 - $157,850•Hybrid

About The Position

This Product Manager role owns the delivery and AI driven optimization layer for GEICO’s platform for creating and activating customer communications and marketing campaigns. The platform is 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. The role focuses on AI-assisted messaging delivery, customer engagement analytics, and optimization, which are essential for platform trust and customer outcomes. The Product Manager will drive automation and simplification in delivery and reporting workflows, improve execution visibility for issue diagnosis and resolution, and partner on reliability and observability requirements. The role also involves maturing the platform's multi-channel delivery capabilities as it expands beyond core channels. This position is ideal for someone who enjoys working closely with engineering on execution systems, partnering with business users on reporting and performance insights, and translating complex delivery and analytics problems into clear, usable product experiences. The Product Manager will collaborate with peer product managers across journey, content, and customer data domains to ensure the platform delivers end-to-end with confidence. The goal is to help GEICO send customer engagement with confidence and prove its effectiveness.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.
Contribute to broader platform trust goals, including clearer error handling and more self-serve operational workflows.
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.
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.
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.