Product Owner III - CIAM Phone Channel IVR

PNC•Strongsville, OH

13d•$75,000 - $137,500•Onsite

About The Position

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.

Requirements

Product ownership or product management experience in Identity & Access Management, Fraud, or Contact Center technologies
Direct experience with IVR/call flows and telephony ecosystems
Direct experience with authentication and identity verification in a phone channel
Strong understanding of risk-based authentication (RBA)
Strong understanding of account takeover prevention strategies
Strong understanding of CIAM principles and orchestration layers
Experience working in Agile environments with cross-functional teams
Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Nice To Haves

Hands-on experience with Transmit Security (FlexID or similar orchestration platforms)
Hands-on experience with Pindrop (Protect, Passport, or voice intelligence solutions)
Experience implementing voice biometrics or passive voice authentication
Experience implementing bot 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)

Responsibilities

Define and execute the CIAM roadmap for phone channel authentication (IVR + agent assist).
Lead transition from legacy authentication (KBA/security questions) to modern CIAM approaches using Transmit FlexID orchestration and Pindrop fraud detection & voice intelligence.
Establish a risk-based authentication strategy tailored to phone interactions.
Align with enterprise identity, Zero Trust, and omnichannel authentication frameworks.
Own end-to-end IVR authentication flows including pre-authentication, passive authentication, voice-based risk scoring, and step-up authentication.
Partner with engineering to design low-friction, high-assurance journeys in IVR flows.
Ensure consistent identity decisions from IVR through agent handoff.
Implement and optimize controls to detect and mitigate Account Takeover (ATO), IVR bot attacks, automation abuse, and social engineering in agent-assisted calls.
Leverage Pindrop for voice intelligence, call risk scoring, spoof detection, and anomaly detection, and Transmit FlexID for identity orchestration, device intelligence, and adaptive authentication.
Define policies for dynamic step-up authentication based on real-time risk signals.
Partner with Fraud, Call Centers, and Security teams to continuously tune detection thresholds and reduce false positives.
Own and maintain a prioritized backlog of CIAM features across IVR and contact center platforms.
Write clear epics and stories including authentication flows, risk decisioning logic, and integration points.
Partner with engineering teams to deliver integrations across telephony/IVR platforms, Transmit Security platform services, and Pindrop APIs and event streams.
Manage cross-team dependencies and ensure release readiness.
Serve as the primary liaison across Contact Center Operations, Fraud/Risk teams, Information Security, Enterprise CIAM platform team, and Architecture and Engineering.
Ensure solutions balance security, customer experience, and operational efficiency (AHT, containment).
Support executive updates and communicate roadmap, performance, and risk posture.
Define and track KPIs, including authentication success and failure rates, fraud detection/prevention rates, IVR containment rate, agent handle time (AHT) impact, and step-up authentication frequency and success.
Use Pindrop and FlexID insights to continuously optimize authentication journeys.
Support A/B testing of authentication strategies to reduce friction and improve security outcomes.
Owns the vision and definition of the product.
Serves as the voice of the Customer.
Ensures the Scrum Team(s) effort is concentrated on the right priorities based on business value.
Defines and conveys the vision to the team(s) in order to address client requirements to ensure a successful product for business objectives.
Accountable for the creation of and the integrity of the product backlog.
Prioritizes and leads grooming of the product backlog.
Works closely with the Scrum Master(s) and development team(s), to ensure the right items are focused on during the development process.
Primary point of contact for questions from the team(s) and is empowered to make decisions.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service