Full-Time

Principal Product Manager

IVR/Conversational AI

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

Category
Conversational AI & Chatbots
AI & Machine Learning
Product
Required Skills
Agile
Product Management
JIRA
Natural Language Processing (NLP)

You match the following Geico's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bachelor's degree required
  • 10+ 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
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
Desired Qualifications
  • 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

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, as well as 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.
  • Recent $2 billion profit in Q3 supports investments in technology and service enhancements.
  • New fan engagement platform with MLB boosts brand visibility through sports marketing.

What critics are saying

  • Increased regulatory scrutiny from data breaches may lead to higher compliance costs.
  • Departure of key marketing personnel could disrupt customer acquisition strategies.
  • Customer dissatisfaction with claims handling could harm reputation and retention.

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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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Paid Sick Leave

401(k) Retirement Plan

Professional Development Budget