Full-Time

Principal Product Manager

Contact Center Workforce Management

Confirmed live in the last 24 hours

Geico

Geico

10,001+ employees

Direct-to-consumer auto and home insurance

Financial Services

Compensation Overview

$143k - $224kAnnually

Expert

No H1B Sponsorship

Washington, DC, USA + 1 more

More locations: San Francisco, CA, USA

No sponsorship for employment authorization.

Category
Product Management
Product Strategy
Product
Required Skills
Agile
Product Management
JIRA
Data Analysis
Requirements
  • Bachelor's degree required.
  • 10+ years of experience in product management, with a track record of delivering successful products in a fast-paced environment.
  • Deep understanding of contact center dynamics, workforce management principles, and key metrics, as well as market trends, customer needs, and competitive landscape.
  • Working knowledge and experience with Workforce Management (WFM) platform build, integrations, and reporting.
  • Strong experience with WFM platforms, with a strong preference for past experience with Avalaria and NICE.
  • Proven ability to conduct in-depth data analysis and derive actionable insights to drive product development and business impact.
  • Demonstrated success in developing and implementing agent scorecards and performance metrics.
  • Experience in optimizing scheduling, forecasting, and management of agents to meet customer demand while maximizing productivity and agent satisfaction.
  • 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 WFM concepts to both technical and non-technical audiences.
  • Experience working with Agile methodologies and tools such as JIRA or Azure DevOps.
  • Passion for innovation, continuous learning, and driving positive change in contact center operations.
Responsibilities
  • Define and articulate the Workforce Management 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, focusing on WFM platform build and integrations.
  • Develop and implement strategic workforce planning initiatives, including advanced contact forecasting methodologies and tools.
  • Drive innovation in scheduling systems, focusing on enhancing schedule preferences and flexibility for agents while maintaining operational efficiency.
  • Design and optimize real-time adjustment and intra-day management features to improve responsiveness to changing contact center conditions.
  • Spearhead the development of comprehensive agent scorecards and performance metrics, integrating gamification elements to boost engagement and productivity.
  • Conduct in-depth data analysis to drive impactful decisions and product improvements across all WFM functions.
  • Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making data-driven trade-off decisions when needed.
  • Collaborate closely with business and technical teams to ensure alignment and drive consensus on key WFM decisions.
  • Continuously monitor WFM product performance, analyze metrics, and iterate on features to optimize user experience, agent satisfaction, and business outcomes.
  • Connect with external and internal customers to regularly understand their WFM needs and build long-lasting relationships.
  • Oversee WFM product rollout plan, segmentation, product adoption, and opportunities for product promotion.
  • Partner with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and scalable WFM product solutions that solve material customer and business problems.

GEICO provides a range of insurance products, with a primary focus on auto insurance. The company sells policies directly to consumers, which allows them to offer lower rates by eliminating intermediaries like brokers. Customers can obtain quotes, manage their policies, and file claims through GEICO's user-friendly website. In addition to auto insurance, GEICO also covers motorcycles, ATVs, RVs, and offers home and renters insurance. What sets GEICO apart from its competitors is its strong online presence and memorable advertising campaigns that enhance brand recognition and customer loyalty. The company's goal is to simplify the insurance process for its customers while providing competitive rates and comprehensive coverage options.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Tulsa, Oklahoma

Founded

1936

Simplify Jobs

Simplify's Take

What believers are saying

  • Expansion into commercial insurance diversifies revenue and reduces dependency on auto insurance.
  • Partnership with Wendell Charles strengthens regional market presence and customer acquisition.
  • Collaboration with MLB enhances brand visibility and customer interaction through sports marketing.

What critics are saying

  • Increased competition from digital-first startups may erode GEICO's market share.
  • Rise of autonomous vehicles could reduce demand for traditional auto insurance.
  • Lag in technology upgrades may lead to customer dissatisfaction.

What makes Geico unique

  • GEICO's direct-to-consumer model offers competitive rates by eliminating intermediaries.
  • Strong online presence allows easy policy management and claims filing for customers.
  • Memorable advertising campaigns enhance brand recognition and customer loyalty.

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