Senior Product Manager – IVR & Conversational AI

GEICO•Bethesda, MD

4d•$140,425 - $229,600

About The Position

GEICO is looking for an accomplished, customer-obsessed, and results-oriented Senior Product Manager specializing in Interactive Voice Response (IVR) and Conversational AI solutions. This role will continuously monitor evolution in the insurance industry, innovation in voice technology, competitor implementations, market trends, and consumer preferences to drive a cutting-edge voice experience portfolio. As a Senior Product Manager, you will play a key role in shaping the evolution of GEICO's voice-first customer experience strategy. You will be responsible for leading the product strategy for our IVR platform, driving the development and execution of conversational AI roadmaps, and ensuring our solutions meet customer needs while driving business outcomes. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact voice experiences that drive self-service adoption and customer satisfaction. You must be comfortable influencing at all levels of the organization.

Requirements

Bachelor's degree required
5+ years of experience in product management, with a track record of delivering successful voice and conversational AI products in a fast-paced environment
Deep understanding of IVR systems, conversational AI platforms, and voice user interface design principles
Experience with cloud-based contact center platforms
Strong understanding of contact center operations, key metrics, and the role of self-service in the customer journey
Proven track record of improving self-service containment rates and customer satisfaction through voice channel optimization
Experience working with speech recognition, natural language processing, GenAI, and other conversational AI technologies
Strong leadership skills with the ability to influence and inspire cross-functional teams
Excellent communication and presentation skills, with the ability to effectively articulate complex voice experience concepts to both technical and non-technical audiences
Proven analytical and problem-solving abilities, with a data-driven approach to decision-making
Experience working with Agile methodologies and tools such as JIRA or Azure DevOps

Nice To Haves

Advanced degree in Computer Science, Human-Computer Interaction, Business, or related field
Direct experience working with Amazon Connect and its ecosystem, including Amazon Lex, Contact Lens, and Voice ID
Experience with voice biometrics and authentication technologies
Experience with advanced analytics and A/B testing methodologies for voice experiences
Background in user research and usability testing for voice interfaces
The ideal candidate will be passionate about voice experiences, with a strong focus on both operational efficiency and customer satisfaction through innovative conversational AI solutions.

Responsibilities

Define and articulate the IVR and conversational AI product vision, strategy, and roadmap in alignment with business goals and market opportunities
Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond, with a focus on voice experience design and conversational AI implementation
Conduct market research, competitive analysis, and customer interviews to gather insights and inform voice experience decisions
Drive the design and implementation of intuitive voice flows that maximize self-service containment while maintaining high customer satisfaction
Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making trade-off decisions to optimize self-service rates and customer experience
Collaborate with stakeholders across the organization to ensure alignment on voice strategy and drive consensus on key decisions
Continuously monitor IVR performance metrics, analyze containment rates, and iterate on conversation flows to optimize user experience and business outcomes
Partner with Technology leaders to influence voice platform architecture and drive secure, resilient, and scalable conversational AI solutions
Oversee the implementation of comprehensive IVR analytics to provide visibility into customer journeys and enable data-driven improvements
Drive the integration of advanced technologies such as natural language processing, voice biometrics, and AI-powered intent recognition