Senior Technical Program Manager

GEICO•Palo Alto, CA

About The Position

GEICO is seeking a Senior Technical Program Manager to join the Strategy, Analytics, and Operations team that supports GEICO’s Contact Center platforms. In this role, you will manage, orchestrate, and drive execution of the Contact Center roadmap. Ensuring work stays aligned with business goals, architectural standards, risk and compliance requirements, emerging technology adoption, and long-term scalability. You’ll support the coordinated delivery of capabilities that power how GEICO builds, secures, operates, and scales technology, including conversational AI, contact flow and routing, business enablement and productivity solutions. Working across cross-functional teams, you’ll manage dependencies, sequencing, and delivery across domains, enabling teams across the enterprise to deliver faster, operate reliably, and innovate with confidence. In this role, you’ll get to act as a trusted advisor to executive and senior leaders, helping translate strategy and technical concepts into clear business outcomes and confident decisions. You’ll get to lead cross functional planning, intake, prioritization, and sequencing, making sure teams stay aligned, and dependencies are thoughtfully managed. You’ll help guide the Contact Center strategy and roadmap, balancing investment, scalability, cost efficiency, and long-term business value. You’ll get to drive KPIs and success metrics, like adoption, time-to-market, and operational health. You’ll drive execution of complex, multiteam programs, managing risks, milestones, and change across engineering, product, and operations. Along the way, you’ll help ensure scalability and repeatability through strong documentation and operational practices.

Requirements

Change agent mindset: Passion for improving how teams build, operate, and scale technology, with a focus on driving meaningful organizational transformation.
Technical depth with business focus: Able to engage deeply with Engineering, Product and Business leaders while staying grounded in business outcomes and value.
Data driven storytelling: Experienced in building and presenting dashboards, roadmaps, and impact stories using tools like PowerBI, Claude, Cursor or other internal visualization platforms.
Proven delivery impact: A strong track record of driving high-impact initiatives, navigating ambiguity, managing risk and dependencies, and influencing measurable outcomes across technology, business, and product.
Thrives in ambiguity: Comfortable operating in highly ambiguous, rapidly changing environments, with intention and focus in bringing clarity, structure, and momentum as priorities and conditions evolve.
Empathetic guide and collaborator: Known for building trust, supporting inclusion, and creating environments where all teammates feel supported and able to do their best work.
Exceptional communicator: Articulates complex technical topics to nontechnical and executive audiences through clear narratives and storytelling.
Bachelor’s degree in Business, Computer Science, Information Systems, Engineering, related field or Contact Center experience.

Responsibilities

Manage, orchestrate, and drive execution of the Contact Center roadmap.
Ensure work stays aligned with business goals, architectural standards, risk and compliance requirements, emerging technology adoption, and long-term scalability.
Support the coordinated delivery of capabilities that power how GEICO builds, secures, operates, and scales technology, including conversational AI, contact flow and routing, business enablement and productivity solutions.
Manage dependencies, sequencing, and delivery across domains, enabling teams across the enterprise to deliver faster, operate reliably, and innovate with confidence.
Act as a trusted advisor to executive and senior leaders, helping translate strategy and technical concepts into clear business outcomes and confident decisions.
Lead cross functional planning, intake, prioritization, and sequencing, making sure teams stay aligned, and dependencies are thoughtfully managed.
Guide the Contact Center strategy and roadmap, balancing investment, scalability, cost efficiency, and long-term business value.
Drive KPIs and success metrics, like adoption, time-to-market, and operational health.
Drive execution of complex, multiteam programs, managing risks, milestones, and change across engineering, product, and operations.
Ensure scalability and repeatability through strong documentation and operational practices.